Introduction
Customer service isn’t what it used to be. Only a few years ago, all you had to do was respond to an email or pick up a call and chat with the customer for a while. You would provide a solution and that was it. Simple times.
Like all things though, so is customer service evolving. Or more precisely, it’s the customer demands that are changing. If you are too slow, you lose business. If your answers aren’t clear enough, you lose business. If your customer has to press more than two buttons, you lose business. People have precious little time to waste with businesses that don’t bother to understand them.
If you don’t wanna find yourself in this awkward spot, then you must modernize your customer service tactics. You need to dive deep into your customer’s desires and needs and adapt your customer service accordingly. And how can you do this? Well, the answer is simple. A conversational analytics customer service approach.
Speed is the most important component of customer experience and the only one that never pauses or goes backward . Everyone has the same amount of time, 1,440 minutes a day, and there is nothing we can do to get more
Shep Hyken – Today’s Customer Has A Need For Speed, Forbes
What Is Conversational Analytics
Conversational analytics is a tool that extracts data and insights from spoken or text conversations. Like a trained psychologist, conversational analytics examine the caller’s sentiment, tone of voice, volume, keywords, etc and deduces valuable information from them. Information that otherwise would be very difficult to obtain, much less do it on a viable scale.
How does it do that? Using every modern billionaire’s new pet project. Artificial intelligence. And machine learning. And natural language processing of course. But instead of spitting out blatantly wrong information it copied from sites like Reddit, it uses its advanced capabilities to analyze conversations and give you the data you need. Conversational analytics can be applied to a wide range of business functions, including sales, marketing and customer service.
🔥 If you want to learn more about conversational analytics check out 👉 What is Conversational Intelligence & How It Can Drive Growth for Your Business
How Can Conversational Analytics Customer Service Help Your Business
Conversational analytics customer service. Sounds pretty futuristic, doesn’t it? And yet, it’s a very present technology. Like with most advancements though, businesses are slow to react and adapt to them. Or scared and hesitating. They usually prefer to twirl their fingers and wait a few years before they jump into it as well. All this hesitation though, only acts as a way to miss out on great things. Conversational analytics customer service can be a game changer. Let’s see how.
The Conversational Analytics Benefits for Customer Service at a Glance
- Understanding Customer Sentiment
- Agent Training & Improvement
- Identifying Trends & Patterns
- Boosting Agent Efficiency
👇 let’s explore them one by one 👇
Understanding Customer Sentiment
Can you help a customer if you don’t even understand how they feel about your business and your product? Highly unlikely. But, what if you had access to a professional that observed the customer during conversations and provided you with a full sentiment analysis after each one?
That’s a simplified way of explaining how conversational analytics customer service works. The software will examine the call transcripts and recordings and explain the caller’s emotions, feelings, frustrations and worries. Armed with this data, you can then address issues before they escalate or find new ways of resolving problems. But most of all, you will be able to better showcase empathy towards your customers, increasing their loyalty to you.
Agent Training & Improvement
Conversational intelligence customer service is perfect not only for understanding customers, but understanding your team as well. Analyzing conversations can highlight areas where agents excel, like clear communication or resolving complex issues. Conversely, it can pinpoint weaknesses, such as difficulty with specific products or a lack of empathy. This data helps tailor training programs to address individual agent needs.
Conversational analytics can reveal topics or products that agents constantly struggle with. Also, by analyzing successful interactions, you can set benchmarks for key metrics like resolution time or customer satisfaction. This allows agents to compare their performance to these benchmarks and identify areas for improvement.
Identifying Trends & Patterns
You probably have noticed that customers will often say the same things, raise the same issues or conversations will follow identical paths. That means you have good pattern recognition. Still, you might not know how to take advantage of it or you might not be sure if you are correct or not.
Conversational analytics customer service can pinpoint help you in identifying those trends and patterns and suggest ways to improve your customer service accordingly. Conversational analytics can pinpoint frequently mentioned keywords, phrases, or topics. This helps identify widespread customer pain points that need addressing, allowing you to prioritize product improvements or develop targeted FAQs. They can also spot recurring feature requests or sentiment shifts. This can indicate emerging issues with a new product launch, a decline in service quality, or even positive reception to a recent marketing campaign.
Boosting Agent Efficiency
Customer service is not a very exciting job, no matter what your agents told you in their hiring interviews. It can be quite repetitive and frustrating sometimes. Honestly, keeping morale and productivity up is a bit of a challenge for most businesses. It’s not by chance that there is a high turnover rate in this kind of job.
But with a conversational analytics customer service approach, you can mitigate the factors that make this job a drag. Conversational analytics can identify frequently asked questions and repetitive tasks that agents handle. This paves the way for automating these tasks with chatbots or knowledge base solutions. By analyzing past interactions, conversational analytics can help identify which agents are best suited to handle specific customer inquiries. This allows for intelligent call routing, directing customers to agents with the most relevant expertise, reducing resolution times and improving overall efficiency.
Conversational analytics can highlight knowledge gaps and areas where agents struggle to find information. This can be used to optimize knowledge base content and internal resources, ensuring agents have the information they need readily at hand. This reduces wasted time searching for answers and allows for faster issue resolution.
Sure, it’s not like your agents will be jumping with joy, but the daily tasks will be simplified and the job will become much easier and tolerable.
Other Ways Conversational Analytics Can Help
Lead Generation
Lead generation is a process that requires well thought-out strategies and data. Conversational analytics have the capability to spot potential leads and evaluate them. Conversations are not always clear indicators of whether a person is indeed willing to buy. But with conversational analytics you can discern the potential, high-quality leads from the dead end ones. You can also use them to train your sales team, pretty much like you can do with your customer service team.
🔥 If you want to learn more about how conversational analytics help with lead generation check out 👉 Multiply Your Sales with Conversational Analytics – The Profound 2024 Guide
Customer Research
Conversational analytics are great research tools as well. By drawing on data from your customers they can paint a picture of themes and sentiments that they have about your product or services. Data like this can then empower you or leaders within your business to take action to alter or improve your product or operations.
Marketing
Conversational analytics are a game changer for marketing as well. With conversational analytics you can optimize marketing campaigns more effectively, increase your conversion rates and gain a data-based competitive edge over your competition.
🔥 If you want to learn more about how conversational analytics help with marketing check out 👉 Harnessing Conversational Analytics in 2024: A Marketer’s Guide
Customer Loyalty & Retention
Successful resolution of queries and issues, accompanied by empathy and understanding increases not only customer satisfaction, but loyalty and retention as well. Customers prefer to work with businesses that make them feel heard. And the businesses that succeed on that aspect, are the ones that always gain an edge over their competitors.
Conversational Analytics & Nimbata
Call tracking and conversational analytics are different things but they complement each other well. Call tracking allows businesses to monitor, record and analyze incoming phone calls. Conversational intelligence is a combination of technologies that analyze and deduce intent, sentiment and purpose from a written or spoken conversation.
Call Tracking Definition
Call tracking refers to the technology that enables the monitoring and recording of inbound phone calls. It’s essentially a system that uncovers how callers discovered your business. By assigning unique phone numbers to different marketing channels, Marketers can pinpoint which ads, campaigns, or search keywords are generating calls. This data is critical because it shows you what’s working in your marketing strategy and what’s not.
💡 For the complete Call Tracking Guide, check out this step-by-step guide.
Combining those two platforms, will yield you the best of both. With a call tracking platform like Nimbata you can generate transcripts and summaries and create smooth and effective call flows. Teamed up with conversational intelligence you also get deep insights and data.
With Nimbata you can:
- Create intelligent call flows
- Record, transcribe and produce AI-generated summaries
- Evaluate, score and export leads on XLSX, CSV or Google Sheets
- Spot certain keywords and phrases in conversations that provide insights on call quality and lead scoring
- Automatically enrich your CRM with new or updated contacts for a complete customer journey
- Integrate with dozens of SEO, CRM, analytics and marketing tools
With this data, you can optimize your customer service operations and gain an edge over your competition.
Try Nimbata for free for 14 Days and see call tracking in action for yourself!
Conclusion
In this blogpost we talked about how conversational analytics customer service can help your business. In short, conversational analytics:
- Understand customer sentiment
- Identify trends and patterns
- Boost agent efficiency
- Provide real time support to your team and customers
Conversational analytics customer service is the next step to optimized customer interactions and experience. Adapting this technology into your business operations, will provide you with a competitive advantage.
