Can relationship insights be used to measure relationship of customers regarding object as cases? from my understanding it is more specific to sales.
use case : top e-commerce site wants to prioritize customer service and response priority with actions according to customer interactions with channels such as e-mail,phone, web,chat, social etc.
they say, they receive thousands of customer cases 10.000 cases per day.
they want the case of a customer who interacts more to have a higher rank and be served first or sooner.
they want the customer with higher relationship health value to be served faster, and prioritized against other
Comments
It is a good idea and voted for it. It will also enrich the recommendation site as well but additionally to prioritize customer, it will additionally require some customer profitability, loyalty score etc taken into account.
Category: Unified Routing- Assignment
Administrator on 10/9/2023 3:52:59 PM
Thank you for your feedback.
It will be great if you could share some more details on this ask to help us further evaluate the requirement:
1. What would be the timeframe over which the past interaction count should be considered?
2. Is the requirement to consider past interaction on the same channel to customer service or across channels if there are multiple supported channels?
3. If there have been outbound interactions from marketing or sales, should those be considered as well, or just the customer initiated interactions?
Sincerely,
PM, Microsoft.