Using Voice Analytics Throughout the Customer Journey

by | Jul 10, 2018 | Artificial Intelligence

Consumers expect a seamless omnichannel experience along their buyer journey. They convert when they want, and how they want.  Businesses must consolidate the omnichannel experience so when buyers are ready to convert, the preferred channel is readily available. There are several ways businesses are leveraging Voice Analytics along the buyer journey, such as:

Intelligent call routing – To connect consumers with the right agent and/or the right location, companies need to leverage data such as caller location, ad source, and search keyword. Other useful call routing parameters include interaction history, website activity, and current customer status.

Leveraging caller insight for call scripts – The next step once the call has been routed to the right agent is to use data insight to guide what the agents say. Empowering agents with the caller’s online activity allows for a streamlined experience resulting in successful sales. Most platforms will deliver this data by screen pop or whisper message depending on the agent’s environment and helps guide the agent’s dialog.

AI Voice Analytics – Consumer insight guided by voice analytics can help businesses identify consumer knowledge gaps and inform customer touchpoints. Applying data insights to website content creates faster conversions because consumers find what they are looking for without contacting the business. Voice analytics also helps make chatbots more effective by providing answers to commonly asked questions, which in turn frees up live agents and decreases hold times.

Campaign streamlining – A fourth way to use Voice Analytics in the buyer journey is for campaign segmentation based on inbound calls. Inbound call data can help agents determine good sales leads, upsell campaigns to add callers to, or eliminate bad leads from campaigns to save budget if they are not a fit for your product.

This blog post is based on an article from Derek Anderson. To read the original article click here.

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