Think about all the talks your team has with customers every single day. They’re sharing their problems, what they like, and even what they think about your competitors. That’s a goldmine of information, right? But who has the time to listen to every single call, read every message?
That’s where something known as Conversational Intelligence steps in. It’s a clever use of computer software to truly listen to what your customers are actually saying – in their calls, chats, emails, and so on – and extract the valuable information. It’s as if you had an extremely focused listener who can provide you with insightful information to help your business grow.
Why Should You Care About What Your Customers Are Saying?
Put yourself in a situation where you’re talking to a friend, and you’re really listening to what they’re saying, the way they’re saying it, and how they appear to be feeling. You’re not merely listening to sounds; you’re comprehending what they’re really saying and how they’re feeling on the inside. That’s precisely what Conversational Intelligence can enable businesses to do with their clients. It enables you to be a good listener, and that can result in some truly wonderful things:
- Really Getting to Know Your Customers: Conversational Intelligence enables you to delve deep into your customer conversations. You can begin to truly understand what drives them – what they enjoy, what annoys them, and how they act. Having this knowledge enables you to provide them with precisely what they require.
- Solving Issues Quickly: With the assistance of these intelligent tools, your customer support team can easily identify what issues customers are experiencing and resolve them immediately. This makes customers happier and can even result in increased sales because you’re providing them with the correct information at the right time.
- Making Things Personal: When you know your customers, you can make the experience they have with your company much more personal. They feel appreciated and are more likely to remain with you long-term. By reviewing previous conversations, you can even recall their tastes and provide them with items that they will actually enjoy.
- Saving Money: Putting Conversational Intelligence to good use can save you money. It can make your support team operate more effectively and even allow customers to serve themselves with some stuff. That way, you can deal with more customer inquiries without having to employ a whole bunch more people.
- Keeping Customers Happy: Happy customers are loyal customers. Conversational Intelligence tells you where to improve your customer service so that fewer customers will leave, and more will remain with you.
Conversational Intelligence vs. Just Tracking Calls: What’s the Difference?
You may have already heard of call tracking software, which assists you in being able to view where your calls are originating and also record them. That’s useful, but what Conversational Intelligence does is different. It’s not about call recording; it’s about truly knowing what is being said.
Consider this: call tracking informs you of the duration and time of a call. Conversational Intelligence informs you of what the call was about and how the customer felt.
Here’s a brief rundown of the main differences:
| Aspect | Conversational Intelligence | Call Tracking Software |
| Purpose | Understand and enhance human interactions | Track and monitor phone calls |
| What it does | Analyzes verbal or written language | Records and monitors phone calls |
| Where the data comes from | Conversations, messages, emails, etc. | Phone calls, call recordings |
| How deep the analysis is | Understands context and emotions | Pays attention to call numbers and metrics |
| Key Features | Understanding natural language | Call recording, call duration, where calls originated |
| Who uses it | Customer support, sales, marketing, product teams | Sales teams, marketing teams, contact centers |
| What you learn | Actionable insights into customer wants and emotions | Call reports and metrics |
Who Can Use Conversational Intelligence? Pretty Much Everyone!
There are many different teams that exist within a business that can gain benefits from using Conversational Intelligence:
- Customer Service Teams: They can use it to have more productive conversations, resolve issues quicker, and make customers happier.
- Sales Teams: They can discover what customers actually want and what’s on their mind, so they can sell more effectively.
- Marketing Teams: They can view which ads and messages are performing best and know what customers are discussing.
- Product Development Teams: They are able to receive actual feedback from customers regarding what they like and dislike about the products, so they can produce better products.
- Quality and Compliance Teams: These teams can ensure that customer interactions are up to company standards and adhering to the regulations.
- Training and Coaching Teams: They are able to utilize actual conversations to assist in training new team members and provide personalized feedback to current ones.
- Managers and Leaders: They can see a big picture of what customers are saying and make intelligent decisions for the entire company.
In short, if you have customers, Conversational Intelligence probably can help you know them better and make your business better.
What Can These Smart Programs Actually Do?
Conversational Intelligence programs have some truly awesome things that enable them to comprehend your customer conversations:
- Transcribing Speech to Text: They can record audio calls and automatically note them down. This makes it significantly easier to search through conversations and locate specific items.
- Comprehending What You Say (NLP): They apply something called Natural Language Processing to decipher the intent behind words that customers speak. This aids them in determining what customers truly desire and their emotions.
- Figuring Out the Mood (Sentiment Analysis): They can sense whether a customer is happy, sad, angry, or just neutral. This lets you immediately know if an interaction was successful or if there could be an issue.
- Picking Out Important Words and Phrases: You can have the program search for certain words or phrases that are pertinent to your business. This lets you identify trends and usual issues.
- Placing the Conversations into Categories: They are able to automatically place conversations into various categories, such as “delivery issue” or “query about prices.” This makes it easier to view trends.
- Mapping the Customer Journey: Some software is even able to make you visualize the way customers engage with your company at various stages of the journey, from their initial question to their last purchase.
- Sending Automatic Alerts: You can have alerts set up to be informed if certain things occur in a conversation, such as a customer indicating that they are very dissatisfied or referencing a specific issue.
What Type of Data Can They Review?
Conversational Intelligence can examine all types of data from your customer interactions:
- Written Words: This comprises the chat, email, and social media text.
- Spoken Words: For voice messages and phone calls, it can hear what was said.
- How Someone Sounds or Writes: It can detect the tone of voice or the way a person writes to know how they feel.
- Key Words and Phrases: It can detect the words and phrases that are most frequently used.
- Customer Information: At times, the information can even inform you about the customer, such as their age or location, and you can better understand them.
Real-World Example: How Company Use Conversational Intelligence to Boost Customer Service
So let’s take an example company, Cdiscount, which is a large French online retailer. They received huge volumes of customer queries every year – millions of phone calls, hundreds of thousands of social media inquiries, and huge volumes of messages between customers and suppliers on their platform.
The Issue: There was no way they could read and listen to all these in order to determine how to improve things for their customers. They had to know how customers felt, what pleased them, and how to train their support staff more effectively.
The Solution: By employing a conversation intelligence tool. This allowed them to review all the customer conversations that were being received from various sources. They employed the tool to:
- Document and examine voice calls, chats, and social media messages.
- Identify key issues customers were discussing, such as issues with deliveries or refunds.
- Develop reports that indicated trends in customer conversations and what made them satisfied.
The Outcome: Since they were able to hear what customers were actually saying, Cdiscount was able to improve their customer service all the time. They even created alerts to be notified immediately if there were critical issues. The software also assisted them in discovering a bug in their payment system that was impacting thousands of customers, and they were able to correct it very quickly.
This demonstrates the kind of impact Conversational Intelligence can have on learning about your customers and actually improving your business.
Conclusion
Ultimately, Conversational Intelligence empowers you to tap into the richest source of business intelligence you have: the voice of your customer. By leveraging AI to truly understand their needs, frustrations, and desires, you can transform your business from the inside out. It’s about making every conversation count, turning feedback into fuel for growth, and building a future where your customers feel truly heard and valued. So, are you ready to start listening smarter?
Boost Conversation Intelligence with Mihup.ai
For Sales Leaders and VPs looking to drive ROI and gain a competitive edge in their contact centers, Mihup offers a suite of powerful Conversation Intelligence products. Explore Mihup Interaction Analytics (MIA) for comprehensive call analysis, Mihup Agent Assist for real-time agent empowerment, and VIA for vehicle-based lead classification. Leveraging advanced LLM, Mihup provides even more insightful and actionable intelligence to optimize your sales processes, enhance customer experience, and improve overall efficiency. Discover the cost-effective advantage of Mihup’s all in-house developed solutions and unlock the full potential of your customer conversations.
Want to bring the power of real-time Conversational Intelligence to your contact center? Explore how Mihup.ai can help you understand and assist your customers in the moment for improved efficiency and satisfaction.
