The economic environment has become more of a virtual rather than physical interaction. For this reason, it is crucial to employ technical skills that allow you to capture and interpret conversational data if you want to remain on top.
But, how do you achieve this and manage to convert customer sentiments into actionable business insights? The answer lies in conversational intelligence (CI) software.
With this software, you can understand what customers want and apply actionable strategies to satisfy them and grow your business. This article, therefore, looks into what conversation business intelligence (CBI) and how to apply it to your business.
Understanding Conversation Intelligence
As a new player in the business world, conversation intelligence has attracted a lot of buzz regarding how it works and its impact on business operations. Though, one thing remains constant about its functionalities.
From its definition, conversation intelligence is a form of machine learning that leverages the power of the latest business artificial intelligence (AI) and natural language processing (NLP) technologies to extract and interpret unlimited written and spoken data from customer conversations.
Simply put, conversation intelligence software records, organizes, analyzes, and interprets conversations that your customers may have with your sales team, chatbots, and service personnel. It can also streamline your team’s operations by handling customer requests by itself. The best conversation intelligence platform:
- Tracks keyword usage across all conversation platforms such as phone calls, emails, and website engagement.
- Enables call transcription which makes conversations easily searchable.
- Evaluates your business’s KPIs to enhance customer experience.
How to Apply Conversation Intelligence for Business Growth
As the business world diversifies and becomes more competitive, the size of the business and staff are no longer factors that determine the success of any business. Instead, economic evaluators now look at how fast the business processes its sales and its customer relationship. Hence, if you want to scale up your business and see more customer interactions, here is how you can apply conversation intelligence software:
1. Use It for Team Coaching and Onboarding
A new sales manager, representative, or any team member will always need a proper introduction to the business and oversight on how to handle their duties. Instead of doing this manually, the conversation intelligence service simplifies the sales onboarding and coaching process by providing all guide actions and answering all onboarding questions a new member may have. It also informs new members when certain conversations or interactions need expert interventions. This way, your business can:
- Maintain and upscale your flow of revenue.
- Unlock new cross-sell opportunities.
- Enhance customer and sales team communication.
2. Use It to Simplify Customer Service
Simplifying customer support is among the benefits of conversation intelligence. The software works by reducing the time sales representatives take to attend to customers. It also answers common questions from customers, provides specific answers for sales reps to choose from, and directs incoming queries to concerned customer desks. This allows them to attend to as many customers as possible and saves operation durations.
3. Automate Sales Processes
Instead of relying on sales professionals to process sales, you can also use conversation intelligence to automate sales and increase business revenue. The conversation intelligence tool can also organize sales calls or meetings by coordinating the availability of the sales team. This improves the value of conversation data and allows sales reps to handle other profitable tasks of the business.
Supercharge your business performance today and see more conversations turn into sales opportunities. Get your conversation intelligence software and understand your customers’ intentions, sentiments, and other valuable conversational data analytics. However, before incorporating the tool into your business, it is vital to understand where and how to apply it for it to fit your business goals.