Confused Callers? 5 Ways Conversation Analytics® Technology Saves the Day
You may think that the massive technology developments mean people only communicate electronically. Actually, our extreme connection to technology is producing an unexpected result — people make phone calls more than ever before. Phone calls are on the rise and phone calls still matter for businesses.
BIA/Kelsey forecasts that smartphones will trigger 73 billion inbound calls annually during 2018, a staggering annual compound growth rate of 42%
With businesses receiving more and more phone calls, it’s essential to capitalize on this profitable trend. Many people call because they are looking for immediate help and need quick answers. Also, people prefer to make larger purchases in-person and on the phone.
Consumers call with questions which suggest they are already confused callers. Maybe they wonder about your pricing, your product, your hours, your location, or something your sales person said. In any case, they’re puzzled, and confused callers can have a significant impact on your conversion rates.
Convirza built an exceptional tool to help pinpoint and interpret confused callers. Within minutes of recording a phone conversation, our Conversation Analytics® technology knows what occurred during the call.
Conversation Analytics® technology 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 confused callers.
This is fascinating stuff. However, the day gets much better when you can use the data to impact your relationship with your customers.
Conversation Analytics® technology uses natural language speech recognition technology and hundreds of thousands of proprietary algorithms to sift through call recordings and detect if there are confused callers. Conversation Analytics® technology then spits out an ‘indicator.’ An indicator is a number between 0 and 100. The higher the number, the more confident Conversation Analytics® technology is that the caller was confused. The lower the number, the less confident Conversation Analytics® is that the caller was puzzled.
The crazy cool thing is that these ‘indicator’ scores can produce marketing, sales, and CRM automation.
Convirza’s Conversation Analytics® technology 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. Alternatively, 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 the Convirza Platform. 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® technology 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 Analytics® technology 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® technology determines that the Caller Confusion indicator score is above 65, or whatever threshold you establish, a Webhook can shoot from Convirza 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® technology determines that you talked to a confused caller, a manager can receive an immediate email or text message alerting them to the situation. The manager can then promptly call the caller back and remedy the situation.
You offer excellent customer service and save the day.