Conversational intelligence is more than call tracking. This software analyzes the content of every call to detect the caller intent, their interest in your products and measure opportunities for sales. This kind of first-party data is critical as businesses can uncover meaningful insights and gain valuable information about prospects and customers. This helps to make informed moves and decisions while also filling the data void.
Some of the reasons businesses should consider investing in conversational intelligence software include the following:
Detect and correct issues
No matter how well you may have optimized your marketing efforts for lead generation, your return on investment will suffer if your sales and customer care reps are not answering calls and converting leads to sales. Conversational intelligence lets you know when leads are not converted and the specific reps that need to improve.
Accurately measure marketing ROI
Conversational intelligence gives the marketing team ability to measure the volume of inbound calls as well as determine the value of these calls. Taking a keen look into this information equips the marketing department with accurate metrics on the impact their work has on business results.
Improved customer experience
Today’s consumer research extensively before making a purchase. This leaves the sales reps with the big responsibility of doing their research well before engaging buyers through the customer journey. This is particularly important during the initial stages when you need to acquire new leads. Listening to recorded conversations with clients helps the reps to know the customer’s intent, their designation and authority among other key information. This is critical in helping them make a good first impression as well as tweak their communication to appeal to the needs of the customer. This helps to improve customer experience, shorten the sales cycle, improve the response rate and the likelihood of conversations.
Increased Productivity
Conversational intelligence is a great investment because it helps to give your sales reps time. Reading transcripts and relying on artificial intelligence to identify relevant themes helps to cut down on time they would have spent prospecting or researching. Your teams can quickly tell if a call was a quality lead, an opportunity to sell or the specific product or service that was discussed. This technology allows you to gather all important information with a few clicks. This means your teams will have more time to sell.
Better data quality
Conversation intelligent platforms help to improve the quality of customer data because you’re able to glean important information that you’d ordinarily lose after hanging up. You can use the transcripts from the conversations to determine the problems customers and prospects want to solve, the features of products they like or would like to have and who your biggest competitors are. This way, you will be able to position your product or service to meet their needs.
Access to scalable data from conversations with customers and prospects can help you improve the performance of your marketing campaign, build audiences, generate more conversions and customize ad creativity.
Training and Coaching
It’s a tough task for any manager to keep up with the conversations happening between sales reps and consumers. This means you may not even have an idea of the areas that your team members need coaching or training. Using conversation intelligence software helps managers to identify best practices from the best performing reps and come up with coaching modules to help the weak reps to improve their performance.
Investing in conversational intelligence is a great step towards improving your sales and customer service experience. However, you must make sure that you’re investing in a conversational intelligence platform that performs key functions. Look for a platform that has the following:
- Integrations that meet your business needs. Actionable insights from conversation intelligence platforms will only be valuable to your business if this data can integrate tools you’re already using. Consider using software that integrates with your existing marketing tools.
- Reliable and accurate transcriptions. You can only have better insights when you have better transcripts. Don’t invest in a software that offers inaccurate transcripts or doesn’t let you access all the transcription data. The power of conversation intelligence is in the quality of transcripts that you get so make sure you have the best.
- Quality customer service. Your sales and customer service departments are intertwined. Therefore, you need software with knowledgeable, in-house customer success and support teams to ensure you’re maximizing the software. The customer service department should feel connected to the sales department.
Conversational intelligence is important when you want to ensure you’re investing in smarter marketing techniques. You can use this platform to drive more calls that are high converting and have a complete view of the customer journey.
