Over the years, companies have invested a lot in developing applications to support their sales and customer service. There has been advancement in analyzing customer communication over multiple channels like Chats, Calls and Emails. Usually, Chats and Emails become the voice of customers, which tells the organization about the gaps they need to fill in their product or service.
How have chatbots evolved?
The focus of chatbots in the customer service scenario is to address customer issues. These are usually predefined text-based questions that the customer selects from the menu, and the bot answers them. Also, bots do know the customer history and give context to the conversation.
Imagine a message from a customer to a food delivery service. The bot knows that the customer has recently placed an order and is most likely to ask for order status or cancellation. The bot may show some empathy through the usage of certain words and phrases, but the human touch of a natural conversation is yet to be mastered. Complex queries from bots are usually transferred to a customer service agent.
For sales, the chatbots have limited functionality. They usually take customer requirement upfront and makes ‘Contact Us’ more engaging. Chatbots are not only integrated with websites but are also answering customer queries through apps like Whatsapp and Facebook Messenger.
The oldest way to communicate in the digital era is still ruling certain areas of customer service and sales. Escalations of any sort are now being emailed. Sales send their quotations and do follow-up through emails. Emails are evolving, with AMP-based technology taking the lead. In the future, emails won’t be static; they will be apps in themsevles.
Voice, the last frontier
Analyzing text-based conversation is easier, but voice is tough. There are no fixed automated templates, yet it contains nuggets of gold. The human voice reveals much more than they would write in a text message. The true sentiments of a customer would be known.
How are Mihup products redefining the landscape?
Mihup products like Mihup Interaction Analytics and AVA are doing what google has done in an online search. We have processed millions of minutes of data and are continuously learning how people in India interact, which tone sets up a great sales pitch. What are the end customers asking? What’s their intention? What would be the ideal duration of a call? How does an angry customer vent out their frustration? And how does a good customer service agent calm the situation?
Mihup Interaction Analytics is an AI-based solution which learns and classifies voice communication into Good, Bad, and Neutral. It also has been training to understand the intent of a call. For example, it can auto-label a call as ‘Customer Refund’. This helps quality analysts and leaders understand and have a quick view of customer interactions.
Organizations spend millions of dollars to acquire customers and then further on their activation. Customer retention is closely linked with customer service. Bad customer service would lead your end customer trying competitors. It also derails efforts to create a loyal customer. It’s now a cliche to emphasize how customer retention and loyalty are important for a business over high-cost marketing-driven customer acquisition.
Great Customer Service = Customer Loyalty + Retention
To top it all, Mihup Conversation Intelligence Platform is an Omnichannel solution; it gives a 360-degree view of conversations. One doesn’t have to browse multiple applications to know what’s happening in each channel.
Why is voice and not visual communication the last frontier? Video calls are important. Video calling is happening a lot, but not all calls which are made are video; customers don’t usually come to video. Also, video without spoken words has limited usage. Videos are going to augment audio and the sentiments in a call.