Data has emerged as perhaps the most valuable tool any business can access in today’s ever-changing landscape. In fact, 85% of organisations say data is one of their most essential assets. 

The more information companies can gather about their target audience, company, and products, the easier it is to make intelligent decisions about the future of an organisation. Data guides companies towards bigger profits, new opportunities, and happier customers. 

In the contact centre, few data sources are more beneficial than the conversations brands have with their customers. However, in the past, transforming endless streams of conversational data into actionable insights was typically complex and time-consuming. 

Fortunately, the rise of artificial intelligence and natural language processing has paved the way for dedicated tools specifically built for conversational analytics. If you’re not investing in conversational analysis in 202, here are some of the reasons why you should get started.

  1. Make Every Interaction More Personal

Studies show personalisation is growing increasingly important to modern consumers. 71% of customers expect the companies they buy from to deliver personalised interactions. What’s more, 76% say they’re frustrated by impersonal service. The only way to customise a service to suit an audience is to learn more about the client’s journey. 

Conversational analytics can help to develop a clear view of how different customers and segments connect with customers. Companies can learn what kind of clients use each channel for customer service and what they look for in interactions. AI assistants with conversational analytics built-in can even gather information for employees during conversations. 

The right system can detect which customer is calling, leverage CRM data, and provide insights into a client’s previous purchases and interactions. This ensures organisations can deliver the exact experience their target audience is looking for. Plus, you can personalise meeting experiences between team members, offering transcription and real-time translation for staff. 

  1. Improve Employee Training and Compliance

Conversational analytics don’t just provide an overview of a customer’s journey. These tools also provide insight into how employees are interacting with clients. The right technology built into a contact centre will highlight crucial metrics about staff performance. Supervisors and managers can track things like CSAT scores, missed SLAs, and issues with productivity. 

Tracking the performance of employees ensures businesses can pinpoint the areas where staff members need extra help with customer service. This could lead to the creation of AI assistants capable of offering real-time suggestions on how to respond to customers. Sentiment analysis tools can even offer advice at the moment to improve a client’s feelings about the company. 

The same tools can also help companies to collect potential training information they can convert into guidance for new and existing staff. These tools can even help with compliance and keeping risks to a minimum. For instance, it may be possible to track how often employees outline terms and conditions to customers and implement automated reminders when the right information isn’t shared. 

  1. Enhance Agent Performance 

Outside of providing training opportunities both in real-time and long-term for employees, conversational analytics can also assist with performance in other ways. With conversational analytics, it’s possible to build a more informative dashboard for employees to use during interactions. As mentioned above, the right bots can detect keywords and phrases in a customer’s query and leverage relevant information for agents in real time.

The same solutions can also offer quick guidance on how to deal with a customer when sentiment drops or automatically send alerts to supervisors when agents need help. Conversational analytics can assist in building a contextual landscape where employees can access all of the information they need in one space to deliver amazing service. 

Tools capable of providing metrics and insights in real-time can even be converted into dashboards hybrid employees can use to monitor their performance. This helps to keep staff members on track and can even improve engagement when combined with gamification methods like leaderboards.

  1. Increase Conversations and Sales

Customer expectations have evolved drastically in recent years. To adhere to new requirements from customers, businesses need to keep their finger on the pulse of sentiment at all times. Conversational analytics are excellent for this purpose. The right tools can track the feelings of an employee in real time. They can also offer insights into patterns in customer satisfaction scores. 

Through conversational analytics, companies can more easily determine which methodologies improve loyalty and which issues lead to churn. Thanks to AI insights, conversational analytics can also help companies to get to the bottom of reasons for customer churn and changing sentiment. 

Companies may find clients are more likely to cancel subscriptions when they don’t have a self-service solution for renewing their purchases. Alternatively, brands could learn customers are more loyal when they regularly follow up after a purchase to check on them. With conversational analytics tools in place, businesses can also track the outcomes of each new strategy or investment. 

  1. Unlock New Avenues for Growth

Perhaps more than anything else, conversational analytics provide businesses with a clear view of the customer experience. The more brands learn about clients and their expectations, the more they can discover new opportunities for growth. 

With conversational analytics gathering information about the customer journey and sentiment, companies will be able to see areas where they’re missing out. Some organisations notice customers are constantly asking specific questions about how to set up their service. To reduce the strain on employees and improve CX, organisations can implement self-service tools like chatbots and virtual assistants.

Companies may also stumble onto new ways of growing their business. If customers are starting to ask more about new services and products they don’t deliver, the business can begin exploring whether a new sales avenue might be a good idea.  

Conversational analytics can even open the door for various forms of business-boosting automation. Advanced AI tools can complete tasks on the behalf of employees, like providing details or finishing transactions. This reduces the stress on the team while keeping costs low. 

 

 



from UC Today https://ift.tt/k8AcCIb