Enterprise businesses have loads of data. Boatloads of data. If we’re talking numbers, the average enterprise has 347.56TB of data. However, it’s not enough to gather this data. You must analyze it and act on it. Today, 7 out of 10 enterprises are actively taking a data-driven approach; relying on data to drive their key decision-making processes. But how do you analyze terabytes of data across disparate systems? It’s nearly impossible without a data warehouse.

For an enterprise business with complex analysis requirements, a data warehouse acts as a centralized repository. Data is extracted in bulk from multiple platforms and ported over to a data warehouse or a Customer Data Platform (CDP), like Segment or Snowflake. Once the data is in its destination system, enterprise companies use Business Intelligence (BI) systems, like Tableau or ThoughtSpot, to splice and dice the data however they need. This helps them make sense of large, complex data sets so they can derive insights that will guide business and marketing strategies.

Qualified captures valuable conversational data so your revenue teams can continuously optimize their program, delivering unique buying experiences and generating more pipeline. With the Qualified Reporting API, enterprise businesses can pull this data out of Qualified and push it into any data warehouse or CDP of their choosing. This means they can standardize their data, reduce the risk of error in interpretation, and simplify data analysis of their conversational sales and marketing program. 

When and how the Qualified Reporting API should be used

Let’s dive into some use cases to better understand how the Qualified API can benefit your business:

#1: Customer Journey Analytics

A company may want to answer the question “How do conversational touchpoints—like live chats or voice calls—affect the customer journey? If there is a positive effect, what is the extent of that effect?” Pulling this data out of Qualified and into a data warehouse provides a more holistic view of the customer journey and where there may be opportunities for improvement.

#2: Retroactive Analysis

A company may want to understand why there was a spike in activity on a certain channel. If there were an unusual spike in conversations for a day, a company could use the reporting API to export conversation data and cross-reference it against other historical data for analysis as to why the spike occurred on that particular day. 

#3: Language Analytics

A company may be interested in the type of messaging that works best over chat. To answer this question, a company would have to export all the conversational text, analyze that text, and connect those conversations to successful or unsuccessful outcomes. This process can be simplified with a data warehouse and the reporting API. 

#4: Predictive Analytics

With all of their conversational data extracted from Qualified and pushed into a data warehouse, a company now has the ability to create predictive models using a machine learning algorithm. These models could be used to determine how likely it is for each individual website visitor to engage in a chat based on their demographic and behavioral profile. This data could then be pushed into Salesforce helping sales reps prioritize who they try to engage in a conversation on the website.

#5: Support Deflection 

A website visitor may try to use chat to solve their customer support request; however, the chat path might not provide them the correct self-help material they need so they call into the support center. This can put a strain on limited resources, like support specialists who are assisting customers with complex issues. To reduce these types of calls and improve the customer experience, the company may want to analyze chat data and alter the support resources presented in the chat experience. 

#6: Data Visualization

Qualified’s powerful analytics help revenue teams understand the nuances of their conversational program—like website visits, sales rep performance, and conversion metrics. However, a company may want to standardize all their executive reports in a certain reporting format using tools like Looker, Power BI, or Tableau. The Qualified Reporting API would be used to push conversational data into these tools so it’s readily available for leadership review, making the process simple and streamlined.

These six use cases only scratch the surface of what can be done with the Qualified Reporting API. Once your conversational data is ported to your data warehouse, you can splice and dice the data however you need. The options are endless. If you’d like to learn more about the Qualified Reporting API, feel free to chat with us right here on the website anytime. Our team is standing by.