Did you know that, according to Microsoft, 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?
Your company’s customer service strategy is now the difference between your brand and your competitor. Superior customer service drives customer loyalty, creates upselling opportunities, enhances your brand’s reputation, prompts word-of-mouth recommendations and drives business growth.
The importance of customer service in 2021 means simply answering the phone is no longer enough.
Your company needs to be proactive. You need to understand what your customers want before they even know it themselves, and you need to be prepared to seamlessly answer those questions with little-to-no friction for your customer.
In fact, according to Salesforce Research, a staggering 63 percent of consumers expect businesses to know their unique needs and expectations. When you get customer service right, the rewards are great. The same Salesforce study claims that 89 percent of consumers are more likely to make another purchase after a positive customer service experience.
So, how exactly can your customer service team understand the unique needs of your customers before you even speak to them? That’s where conversation analytics software comes into your program.
What is conversation analytics software?
Conversation analytics software makes use of call center artificial intelligence (AI) and machine learning to analyze 100 percent of the conversations that your organization has with its customers across all channels.
By capturing conversations across all customer service channels, conversation analytics software gives contact centers a unique resource for realizing the key drivers in customer satisfaction, loyalty and retention.
Conversation analytics software analyzes conversations and discovers popular topics and customer service trends, uncovering actionable insights and intelligence within your customer service program.
These actionable insights allow customer service teams to enhance the customer experience (CX) and optimize outcomes - providing customers with the right information, on the right platform, at the right time.
How does conversation analytics improve your customer service program?
Here are just a few of the many ways that use of conversation analytics software can transform your customer service results:
Building a superior customer experience
Conversation analytics offers a rich source of customer analytics, allowing your customer service team to find unique insights into customer expectations and satisfaction. This information can be used to improve the customer experience across all customer service channels.
With the ability to also score 100 percent of your customer interactions, conversation analytics software reveals how your customer service program is currently performing in terms of what was said and how it was said - giving your call center the information it needs to improve agent performance.
World-class performance management
Customer service agents are the frontline of your customer service strategy. By talking with customers, these agents have a direct impact on your brand’s customer service key performance indicators.
Conversation analytics is able to support and manage initiatives by automating quality monitoring across customer interactions, and providing direct coaching feedback to your agents that help deliver better outcomes.
Driving new contact center efficiencies
Conversation analytics isn’t just about improving your customer service program’s customer interactions, it can also drive contact center efficiency - enabling your business to reduce costs and improve overall operations.
By better understanding how customers interact with your customer service team, conversation analytics reveals opportunities for you to streamline processes. This can result in reduced talk time, reduced average handle time (AHT), as well as improvements for a wide range of call center metrics.
Want to Learn more? Check out Advantage Communications new solution, Conversational Q
If you want to learn more about the benefits of conversation analytics software, and how it can revolutionize your customer service program, then contact Advantage Communications today.
We have recently launched Conversational Q, our brand-new conversation analytics software that we are using to drive improvements within our client’s customer service strategies. By using this new call center technology we are able to improve performance management, drive better customer experiences, improve contact center efficiencies, and enhance sales effectiveness.