DATA SOURCE CUSTOMER CONVERSATION: WHY AI-SUPPORTED ANALYSIS LEADS TO IMPROVED CUSTOMER EXPERIENCES

Many companies take pride in their customer service. They respond to inquiries promptly, solve problems effectively, and strive to continuously improve their products based on feedback.

However, many companies are unaware of a potentially untapped source of customer data within their customer service operations: the customer conversation.

While most companies recognize the importance of customer interactions, call data, especially voice recordings, often remains an untapped resource.

Sometimes, this is simply because decision-makers are unsure how to utilize stored voice recordings. In other cases, it's because they underestimate the usefulness of call information and how to analyze and leverage valuable insights. Additionally, many companies lack the appropriate tools to analyze the sheer volume of voice recordings and derive meaningful insights.

Whatever the reason may be, customer-agent interactions are rich with valuable information. In fact, voice recordings can provide insights ranging from communication preferences to competitive intelligence and customer satisfaction.

Call data can help you better understand customer needs, from logging contact preferences to measuring satisfaction levels. The right insights can be invaluable, whether understanding customer sentiments towards specific products or identifying commonly mentioned pain points.

How do your customers feel about certain products? Are there frequently mentioned pain points or areas of friction? Do your customers prefer a callback or do they prefer communication via email, SMS, or even WhatsApp?

By automating the analysis of customer conversations, facilitated by AI, you can contribute to an enhanced customer experience on an individual level. Moreover, it can help you understand customer perceptions of products or services, enabling targeted internal process improvements and, most importantly, data-driven decision-making.

You might think you know everything about your competitors – but you can bet your customers know them even better. In fact, your customers are likely to mention them when they call your agents in the customer center – and it's important to keep track of when they do.

Because when a customer mentions a lower price, more favorable delivery terms, or a lower interest rate from another company, you need to know about it. Why? It can give you a better overview of your competitors, help you understand your own positioning in the market, and support you in making data-driven decisions.

Your customers' expectations are constantly changing. That's why your conversation analysis software should have the ability to analyze and determine customized parameters that are relevant to your business.

This can take many forms. For example, a bank could analyze a customer's interest rate objection in real-time, adjust alternative interest rates during the customer conversation, so that the customer can be advised individually based on their financial capabilities. A retailer could focus on the name of a competitor and identify suitable alternatives or additions for cross-selling opportunities.

Whatever you do, you need to tailor your software to your needs. This way, you'll get the most out of the tools and discover new opportunities that you might otherwise miss.

Are you already using the customer conversation data source?

Do you want to learn more about Twilio and Twilio Voice? Visit us at the CCW in Hall 3, Booth 3C20, or simply contact our sales team.