Your company’s greatest underutilized resource is the phone calls you have with customers. You may notice, as a manager or owner of a company, that you are connecting with your clients less frequently and are losing touch with their needs and problems. Or you can work in a position where you deal with a continual stream of phone calls from consumers with a variety of queries and issues. However, as soon as you hang up the phone, all of the translated information may be gone. How do you keep track of the valuable information regarding the issues that callers *really* have that has to be shared with your broader organization? Conversational intelligence is the solution.
Conversational intelligence: What is it?
Conversation intelligence can be defined as the capacity to recognize and respond to language cues.
The majority of business owners currently collect information on their clients, such as the client’s past purchases or visits, the client’s referring URL or advertisement, etc. But an important component of that jigsaw should be gaining deeper information from the actual spoken interactions your team is having with prospects.
You can achieve it by using conversation intelligence technologies. With the help of these tools, you may record customer discussions for later review and information-mining about what your customers want and need. Other methods of capturing customer communications include call transcriptions, scoring, and call recordings.
These kinds of insights enable you and your team to decide how to better service your clients while also enhancing internal operations to meet your particular sales or business objectives.
An examination of CI tools
Utilizing conversation intelligence (CI) software, you may examine your customers’ communications for recurring themes and patterns related to typical inquiries, problems, and preferences. You may extract data for words uttered on a call, customer sentiment, conversation length, time to conversion, and more using technologies like call recorders, call transcriptions, call scoring, and keyword detection.
Additionally, you may free up your team’s time by eliminating pointless manual chores and shorten the overall time to conversion when you combine conversation intelligence with solutions that can automate actions based on information from the call.
The following instruments are frequently used by conversation analytics platforms to gather conversation intelligence:
- Record the audio of your calls by using call recording.
- Call transcriptions: Convert the audio from your calls into scripts that are arranged by speaker.
- Call evaluation: Based on criteria particular to your business, such as differentiating between high- and low-quality leads, you can rate your calls.
- Automatically recognize when certain terms are said during a call using keyword detection.
- These technologies are essential for revisiting client discussions long after they have ended and monitoring sentiment over time.
Utilizing conversation intelligence in novel ways across sectors
No matter what industry you work in, using conversation intelligence tools will probably be beneficial if you engage with clients, patients, or customers. CI is a valuable tool for both sales and support teams. Managers can review difficult interactions and assist staff in improving by using call recordings and transcriptions to train new team members on how to engage with consumers.
A crucial part of conversation intelligence is call scoring, which transforms a phone call into a valuable data point for your company. Using call scoring, you may determine if a contact is a high-quality lead or a low-quality lead and identify specific criteria like “repeat customer” or “interested in [product/service]” to monitor call volume and interest in particular areas of your business or campaigns.
Instead of wasting time on unqualified prospects, you may keep an eye on those clients and follow up with hot leads as needed to boost your conversion rate.
Another essential component of conversation intelligence is the capacity to recognize when particular words are said during a call. Using a keyword detecting tool, for instance, you may track whether and when your customer says the term “cancel,” as well as how your team handles that situation.
Do you see a seasonal trend in the number of clients that cancel your goods or services, or do they do so in response to a change? Do calls that mention “cancel” and have conversations that run longer than 10 minutes consume your internal resources? These data points can assist you in making decisions that will benefit your company, such as allowing consumers to self-cancel if churn-related phone calls are taking up too much of your team’s time.
Additionally, your CI provider should be able to take actions based on keywords in addition to being able to classify calls based on those keywords. Specific keywords should be used to tag calls appropriately, send emails or notifications, or omit unimportant calls from your reporting.
Your company can be powered by CI
You unlock your company’s potential for growth when you can translate your talks into useful insights. Conversation intelligence will give you and your team a greater understanding of your consumers, and you can utilize that understanding to enhance the caliber of your client interactions and accomplish your particular objectives. With the expertise and resources necessary to handle any situation and provide genuine customer service, your team will be strengthened.
