Treasure Data launches CDP for Service
Treasure Data, provider of an enterprise customer data platform (CDP), has launched CDP for Service, a new suite of solutions for applications beyond marketing. The new platform unifies privacy-protected data across all customer touchpoints, empowering customer service teams with real-time data and insights needed to personalize and optimize interactions.
According to Treasure Data, today, the customer journey is fragmented across multiple touchpoints including apps, websites, in-store visits, emails, text messages, in-product notifications, social posts and support, making customer-centricity harder than ever to achieve. Consumers expect brands to know them, yet siloed customer views across marketing, sales and customer service teams have made the customer experience disjointed and inefficient. Treasure Data’s CDP for Service offering acts as a smart customer data platform for all voice, chat and digital customer service systems, empowering agents with rich and relevant customer data from web and mobile browsing, marketing campaigns, earlier purchases, prior customer service or in-store interactions. With access to the right customer data in real-time, agents can provide better recommendations, reduce time to resolution, prevent churn and increase revenue.
“CDP for Service addresses our clients’ biggest challenges; it makes the integration of key systems and governance of privacy seamless. It liberates teams from the chaos of disconnected systems and silos between customer-brand touchpoints,” said Thomas Kurian, head of new markets at Treasure Data. “The reality of customer experience today is that relying on CRM data—which has limited sources and is often stale—is no longer enough. With this solution, enterprises have access to the comprehensive view of their customers alongside real-time analytics and AI-driven recommendations, while also gaining new insights from channels that traditionally haven’t been considered accessible in these situations, such as real-time browsing signals, mobile app usage, behaviors, preferences, marketing campaigns and earlier offers.”
By connecting data islands, service, marketing and sales teams can speak to the consumer in one continuous conversation, delivering the right message at the right time and in the right tone. Beyond the benefit to customer experiences, agents’ capabilities benefit in a number of ways:
- AI-driven, real-time agent assist provides individually-tailored and accurate recommendations
- Reduced overall time to resolution—including first-contact resolution rates—delivers faster, personal and more relevant support
- A comprehensive, unified customer view across organizational divisions ensures experiences are exceptional over the course of the customer journey
- Intelligent routing ensures customers are connected to the agent best equipped to handle their request
Treasure Data’s CDP for Service is available worldwide and compatible with cloud platforms including Zendesk, Genesys, Salesforce, and others.
To learn more, visit www.treasuredata.com/solutions/cdp-for-service.