Caller confusion can have a big impact on your conversion rates.
Maybe they’re confused about your pricing, your product, your hours, your location, or something your sales person said. In any case, they’re confused.
Conversation Analytics literally ‘listens’ to the call and figures out exactly what happened on the phone. It listens for precise phrases and words said on the call that would indicate caller confusion.
That’s cool stuff.
But, the cooler stuff is what you can do with the data.
Conversation Analytics uses speech recognition technology and thousands of proprietary algorithms to pick through the call and figure out if the caller is confused. Conversation Analytics then spits out an ‘indicator.’ An Indicator is a number between 0 and 100. The higher the number, the more confident Conversation Analytics is that the caller was confused. The lower the number, the less confident Conversation Analytics is that the caller was confused.
The crazy cool thing is that these ‘indicator’ scores can actually produce marketing, sales and CRM automation.
Convirza’s Conversation Analytics uses Webhooks. These Webhooks can fire into any 3rd party SaaS and automate actions. For example, if you can change a prospect status manually in your CRM, Convirza can fire a Webhook that does it in an automated way. Or, if you can send an email to a prospect manually, Convirza can fire a Webhook into an email marketing platform that sends the email automatically.
These Webhooks can fire based on the parameters that are set within LogMyCalls. You’ll see what I mean with the use cases below.
If the Caller Confusion indicator score is above 76 (or whatever threshold you select) Conversation Analytics will send a Webhook to your email marketing platform. This tool can then send an email to the prospect apologizing for their confusion and even offering clarification. All of this is automated.
If the Caller Confusion indicator score is above 80 (or whatever) Conversation Analtyics can send a Webhook to your SMS marketing platform that automatically sends a text message to the caller offering clarification. This allows your business to address their confusion in a proactive and positive way.
Contact center managers, sales managers, marketing managers and other executives can determine which locations, departments, and even sales reps produce the most confused callers.
Seriously. That’s cool.
This can be done via the Convirza Reporting Dashboard, or via Webhooks that send the information in your own reporting dashboard.
If Conversation Analytics determines that the Caller Confusion indicator score is above 65 (or whatever threshold you establish) a Webhook can shoot from LogMyCalls that literally changes the prospect status within your CRM to denote that the caller was confused. Or, it could make a note on the prospect record that the caller was confused.
If Conversation Analytics determines that a caller was confused, a manager could receive an immediate email or text message alerting them of the situtation. The manager can then immediately call the caller back and remedy the situation.
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