Leverage customer conversations to drive sales, improve marketing and create a differentiated brand experience.
The same technology that today fuels improved speech recognition on your phone, in your home, and in your car is also driving improvements in the contact center. Thanks to sophisticated speech analytics software, it’s becoming easier to evaluate customer phone calls for nuanced insights, such as consumer preferences, demographics and market trends.
Phone calls present a goldmine of voice-of-the-customer data that can help marketers connect the dots of the customer journey from ad to response to sale, across online and offline channels. Companies that invest in speech analytics software to complement their marketing campaigns will reap the benefits of better contact center intelligence, customer satisfaction and profitability.
In a contact center, a speech analytics platform can recognize a large vocabulary of words, analyze tone of voice, identify relevant phrases, and even estimate the age of a caller. This information can then be parsed for insights on agent performance, customer behavior, the customer purchase journey and service or product issues.
After identifying these analytics-based data points, marketers have valuable straight-from-the-customer insights they can leverage to improve customer service, increase consumer retention, inspire brand loyalty and reduce operational costs. Here are just a few ways businesses and can leverage speech analytics:
Of course, solutions and improvements don’t need to stop in the contact center. Speech analytics-based data and insights can be shared across your organization to improve productivity, service and collaboration. In a study done by Ventana Research, organizations reported analytics-derived benefits that included:
There are many ways to gather customer intelligence. Toll- Free Numbers allow businesses to turn conversations into a treasure chest of data. They’re a welcome mat for prompting as many conversations as possible, and for learning as much as possible straight from the customer. Businesses that see customer conversation as a business opportunity—rather than an operational cost—will gain a powerful customer intelligence and brand-building tool.
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