Customer experience is the golden thread connecting all interactions between your brand and your customers. The way you treat your customer ultimately determines whether they will become loyal to your brand. The more they are treated well, the more likely they will come back to you.
Understanding and measuring customer experience has become a key differentiator in a business today. The old methods of gathering customer feedback such as focus groups, surveys, or calling them on the phone are no longer effective in today’s highly distracted world. For example, if you call a customer and ask how their experience was, chances are they will tell you it was fantastic even if it wasn’t. This is where integrated speech analytics comes into play.
What is Integrated Speech Analytics?
Speech analytics uses natural language processing (NLP) to analyze interactions between customers and organizations. It captures both internal and external spoken conversations, such as customer service calls, live chat requests, and social media comments. It can be used to uncover valuable insights about your customers, team members, and company.
Speech analytics is a powerful tool that can help companies understand their customers’ experience in real-time with much higher accuracy than other traditional methods. With speech analytics, every call made into your contact center goes through a speech engine that analyzes the caller’s emotions and intent.
Speech Analytics is “Big Data”
Companies can use speech analytics systems to analyze different aspects of interactions, such as:
Customer data: Identify customers by name, ID number, or other unique information to ensure they receive the highest level of service possible.
Agents’ performance: With integrated speech analytics, you can record agent interactions to provide real-time coaching. Improve quality at scale by identifying trends across multiple agents in different departments.
Agent commands: Listen for specific words or phrases to trigger automated responses in your contact center; for example, “press one for….”
Keywords: Search for specific words or phrases within audio recordings. For example, finding instances where an agent says “free shipping.”
Call scripts: Listen for keywords to determine if an agent is adhering to a given script during every interaction with a customer.
Integrated Speech Analytics is For Everybody
And unlike survey tools, speech analysis gathers data based on what’s being said over the phone rather than what the customer thinks they said or what they would like to say. This gives companies an unprecedented understanding of their customers’ experience and allows them to improve their products or services in real-time.
However, speech analytics is not just for the major players who have the resources to develop and maintain their custom solutions; it’s also for the small business owner who wants to extract actionable insights from their customer interactions.
Here are seven ways which integrated speech analytics can help you improve your CX today:
Speak Directly to Customers Through Contact Center Automation
Automation is essential to improving customer service levels, but it can also be impersonal and even robotic—and ultimately alienate customers. Speech analytics can help here by enabling human agents to respond more effectively via automation while simultaneously providing a more personal experience for the customer.
Improving Your Sales Team’s Performance
Your sales team’s success depends on many factors, including the quality of your lead generation campaigns, marketing efforts, features/benefits of your product or service, price point, and much more.
They need all the help they can get because so many other factors influence your leads’ decision-making process, including competition, timing issues, market conditions, etc.
You can use speech analytics to improve sales team performance by identifying any gaps in your sales process leading to low conversion rates. By analyzing what is said before and after customers hang up or disengage
Recording Customer Experience Insights
Improve customer service by quickly identifying the most common customer queries or complaints and training staff accordingly. Improve collaboration across your organization by capturing all customer interactions in one place. Identify areas that require improvement or need more support from other departments.
By leveraging speech analytics, you can get a better idea of what might be affecting your customers’ experience with your brand. For example, suppose customers complain about not receiving email receipts after placing an order online or getting their delivery late. In that case, you have time to fix the issue before they get upset enough to leave or complain publicly.
Team Member Performance Insights
Identify areas where team members are struggling with certain aspects of their job or a general lack of productivity, such as long hold times or high call abandonment rates.
Speech analytics helps you monitor agent performance and identify trends across agents based on call recordings. This data can then be used to coach agents on the best business practices to increase productivity and efficiency.
Speech analytics can also help you evaluate individual agents’ performance with their peers. And make on-the-spot decisions regarding staff members’ performance levels.
An Integrated Solution Gives You Real-time Insights Into Customer Behavior
You can use speech analytics with an ACD or cloud contact center to identify patterns in call behavior, so you can proactively address issues impacting the customer experience. For example, suppose you’re seeing an increase in abandoned calls from your customers. In that case, there may be a problem with your IVR system, or perhaps some of your agents have new training they need to complete before they can take calls from that particular caller demographic.
Decrease Customer Wait Time
Speech analytics can help you identify areas where callers are getting stuck on your company’s IVR or during live support so that you can improve the flow of conversations with your customers, thereby reducing their wait time for an agent.
Personalize Support for Each Caller
Speech analytics can track what customers ask for and how they ask for it. This information can be invaluable in helping companies personalize their support services and offer the right solutions at the correct times, leading to the overall improvement in CX and customer retention rates.
Before You Leave
Today, with technology evolving and more businesses turning to integrated analytics solutions to manage their data, there has never been a better time for all stakeholders to partner with vendors that can help maximize their return on investments. For CX leaders especially, the potential for leveraging speech analytics at the enterprise level is tremendous. If you find a solution that blocks off this channel for you, it could put you miles ahead of your competitors.
But companies need to understand that speech analytics is only as good as the processes and technology behind them.
Making Customer Engagement Easy
If you have ever struggled with effectively tracking all of your customer’s interactions , then it is time that you do something about it.
Of course, the best way to get started is to pick up the phone and call one of our representatives. They will be happy to answer any questions that you might have and will assist in getting you up and running.
For more information, contact us.