Why customer support data is analysed?

Answer 1

Customer satisfaction has a big impact on the bottom line. People who call in and get bad service are dissatisfied, and many surveys show that dissatisfied customers do not usually call the company to complain - they complain to their neighbors and on the internet. That can seriously damage a company's reputation and sales.

On the other hand, companies really really hate to waste money. They want to spend as little as possible on customer support, as it does not bring in revenue, usually. If the customer has a paid subscription, that money is already paid, so they don't have anything more to sell. If they support comes free with the product, again- the company already has the money, so anything they spend on support comes out of their bottom line.

So how will a company know how much service to provide? How long is too long to wait? How much skill do the support peole need? How good does must the language skills of the support staff be? The best way to monitor is to ask the customer directly.

Also, of course, by analyzing support calls, the engineers can see what areas of the product are causing problems.