Customer data platform Treasure Data has
launched a CDP that goes beyond marketing.
The new tool, CDP for Service, is designed to provide customer service teams with data to personalize every interaction across channels, the
company says.
The goal is to liberate teams from “the chaos of disconnected systems and silos between customer-brand touchpoints,” says Thomas Kurian, head of new
markets at Treasure Data.
Kurian adds, “The reality of customer experience today is that relying on CRM data — which has limited sources and is often stale — is no longer
enough.”
Today’s consumers expect brands to recognize them across multiple touchpoints, including apps, websites, in-store visits, emails, text messages, in-product notifications
and social posts, the firm notes.
It adds that the benefits of CDP for Service include:
- AI-driven, real-time agent assist.
- Reduced
overall time to resolution.
- Unified customer view across organizational divisions.
- Intelligent routing.
CDP for Service
is compatible with cloud platforms such as Zendesk, Genesys and Salesforce.
Observers seem to think the time is right for such an offering.
“CDPs have become crucial
in the martech stack in recent years, but an opportunity remains to maximize their full range of benefits in new ways and for teams like customer service and sales,” states Daniel Newman,
founding partner and principal analyst of Futurum Research.