Given the high competitiveness and saturation in the market, companies are looking for new ways to differentiate themselves and show their company as unique. It is for this reason that Customer Experience has climbed the ranks of company priorities to the point of being considered a strategic pillar within the business, especially at the level of differentiation.
Today, more than ever, listening to the customer has become critical and very demanding, and considering that the needs of each customer are different, understanding each one of them is essential to providing an excellent customer experience (CX).
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Customer Experience (CX) refers to the perception that customers have of a brand or a company as a result of their interaction with it, throughout the customer journey, whether when they call customer service or visit a physical store or website, among others.
For this reason, more and more companies are investing in Voice of the Customer monitoring tools to help them increase customer loyalty, create better products, provide better service and understand the Customer Experience faster and more efficiently.
Why is Customer Experience monitoring changing?
The survey is the traditional Customer Experience monitoring tool most commonly used for years. While surveys in themselves are a valid method for gathering customer information, they are not enough if used as the sole management tool for measuring customer experience performance and identifying opportunities for improvement.
For organizations to lead from a customer-centric position, they increasingly need a holistic view of the customer journey, as well as the ability to gain deep insights into what drives the Customer Experience. They need immediate and individualized signals to take action quickly and create relevant experiences for each customer.
It is for this reason that conversational intelligence solutions have come into play to provide deep insight into the Voice of the Customer and their experience and listen to their needs and opinions throughout the customer journey, without missing any details along the way.
Empower the Customer Experience with conversational intelligence
Conversational intelligence is bringing huge benefits to the Customer Experience. Alongside traditional tools, conversational intelligence is becoming a powerful tool that can provide a fully integrated, real-time view of the customer experience.
Artificial Intelligence technologies such as Speech Analytics, Sentiment Analysis, or even biometrics, are providing a large volume of omnichannel information that helps to improve customer service processes, products, or customer satisfaction, allowing companies to create a unique, positive, and differentiating customer experience, regardless of the customer touch point where they are.
Benefits of understanding the Voice of the Customer with conversational intelligence
- Reduced customer churn by increasing loyalty.
- Increased efficiency through improved solutions.
- Awareness of new trends and sales opportunities.
- Reduced costs resulting in increased customer satisfaction.
How can we enhance the Customer Experience with conversational intelligence?
Analyze and verify sales
Using conversational intelligence to analyze and verify sales helps companies extract data related to products, pricing, and quality of service, allowing brands to identify what really matters to customers.
Conversational intelligence solutions help increase the quality of sales and service by uncovering trends and best practices that align with customer needs and expectations. Being able to analyze the sales that are made, therefore, helps to improve the service provided and thereby increase customer satisfaction and Customer Experience.
Managing quality
It is important for customer satisfaction and a better customer experience that brands align their behavior with their messages and attitude, otherwise, it is very difficult to retain and build customer loyalty.
Monitoring the quality and performance of agents, whether they adhere to established scripts or detect silences, overlaps, or high voice tones in calls through conversational intelligence, can improve the attention provided and thus achieve greater customer satisfaction and experience.
Detect customers most likely to churn
There are many signs that indicate that a customer may be prone to churn. It is therefore essential for companies to automate these processes through conversational intelligence solutions that allow them to go to those customers who are most likely to churn.
In fact, reducing churn through the categorization of interactions containing keywords that indicate a bad experience, complaints, or threats of abandonment, allows early corrective actions to be taken to improve Customer Experience and customer loyalty.
Analyze the feelings of each interaction
Sentiment analysis through conversational intelligence allows to know in detail how customers feel, not only their explicit opinion but also an analysis of situations in real-time to make quick decisions in order to mitigate unfavorable situations.
Knowing the preferences, needs, and concerns of customers is essential to creating a quality customer experience. Creating a Customer Experience based on all the knowledge extracted through conversational intelligence will enable companies to reduce churn and increase brand loyalty and trust.
Carrying out fast and secure customer identification processes
There are certain processes in companies that produce inefficiencies, waste time and effort, and generate friction in the customer experience. Among these processes are identification and identity verification. Passwords, numbers, and security questions are becoming obsolete and are giving way to biometric solutions that allow the identification in a matter of seconds, quickly, securely, and effortlessly.
This type of identification through biometrics simplifies the identification process, making it hassle-free and allowing brands to create a better Customer Experience where customers are more satisfied.
In conclusion, every conversation with the customer is full of relevant data. Customer sentiment, tone, product complaints, competitor mentions, and others can be captured in voice conversations and chat interactions.
Being able to extract metrics from every conversation with a customer and visualize them in near real-time takes on tremendous importance to assess, improve customer experience and maximize revenue in an increasingly competitive environment.
With complete conversational intelligence solutions such as Recordia, it is possible to have a comprehensive vision of the Customer Experience at all touch points of the customer journey. This is essential for companies to know the failures, inefficiencies, and dissatisfactions in order to improve a differential and unique customer experience.
Find out more about how conversational intelligence solutions like Recordia can help you achieve a unique Customer Experience by clicking here.