Reactive data utilization in customer service involves analyzing and responding to customer interactions and feedback after they occur. By leveraging data from support tickets, customer inquiries, and past interactions, it’s possible to identify patterns and trends in problems, pain points and areas to improve. 

While proactive strategies are beneficial because they anticipate customer needs, reactive approaches enable organizations to address real-time concerns more effectively, providing timely resolutions and enhancing customer satisfaction. This session will explore: 

• Centralizing data collection to enable consolidation of customer interactions for multiple channels to improve efficacy 
• Categorizing data to be able to effectively prioritize issues and solve urgent problems more effectively 
• Leveraging post-service feedback to optimize processes and direct training