Learning through trailhead

This blog will look at what skills I have learned through trailhead.

The first module I completed was on Service Intelligence. Service intelligence is used to collect customer data in one place and represent it using data visualisations that provide insights into service operations. The data gathered helps you to understand service trends, agent behaviors, and customer satisfaction. Service Intelligence suggests KPIs and uses AI to help you to make better service decisions.

I previously completed the role of a customer engagement intern on placement, and this would have been useful in my role to have an overview of how the customer service team was operating.

Service Intelligence uses a combination of data cloud and CRM analytics. These are combined to create a visual of KPIs. It uses AI to identify the top reasons for customers to get in touch. It also allows the organisation to see the data in categorised sections. Finally, the system prioritises contact reasons by the most actionable and identifies automation opportunities.

The second module was on effective emails. This looked at how to communicate effectively through email. Being able to communicate well through email is an essential skill as many companies are moving towards remote working.

For an email to be efficient it must be actionable, clear, easy to read, and short without unnecessary details. Some tips that this module gave was to write your subject line as if it were a headline. It is also important to be concise and not overcomplicate your language to try and sound ‘smart’. A useful way of avoiding this is to read it out loud before you send it to judge if it is too formal.

The final mo

dule was ethical data use. This is an important topic as businesses are becoming increasingly digitalised, but companies must also protect customer privacy. According to their research, 61% of customers are comfortable with companies using relevant personal information—but only if it’s used transparently and beneficially. There are 5 ethical guidelines that can be used to manage data in the best way and developing trust.

If companies make ethical choices about their customer's data they will save time and costs as well as build a better relationship with their customers.