CONVIN FOR SUPPORT
Empower your agents to ensure a 25% bump in customer retention rate
Assist your support agents in query handling, managing complex scenarios, and driving high-quality conversations to elevate CSAT by 27%.
How is Convin closing the support performance gap?
Reduce hold time and improve FCR on live calls
Agent Assist provides real-time guidance to your support agents.
- Help agents offer better resolutions using real-time customer insights.
- Employ real-time audits to drive customer-centric behavior and catch compliance violations.
- Auto-assist agents in navigating complex customer queries with immediate prompts.
- Auto-assist agents in learning on the job while avoiding information overload.
- Access knowledge base and improve agent skillset in real-life situations.
Uncover bottlenecks in customer-agent interactions
Understand the root cause of low-quality calls and customer escalations with Auto QA
- Evaluate 100% of omnichannel conversations and gain complete visibility into agents’ performance.
- Manually score all omnichannel conversations that need selective attention.
- Identify and repair critical CX issues like long hold times, long FCR, misleading information sharing, and more.
- Track agent escalations that point out coaching needs and better CX strategies.
- Give targeted AI feedback to agents on what they did well, where they need improvement, and suggest the next actionable steps.
- Pinpoint unhappy customers with CSAT scores and proactively address the areas of concern.
Retain customers by analyzing their behavior
Run Conversation Behavior Analysis to identify easily replicable best practices
- Identify critical behaviors and actions that increase customer loyalty.
- Choose communication rules that build customer trust and result in repeat purchases.
- Ask the right questions to counter objections on customer support interactions.
- Update agent scripts with data focusing on what’s working and what’s not.
- Identify violations and red flags that can sabotage customer relationships.
- Personalize support calls by identifying conversation patterns from similar encounters.
Reduce average handle time without relying on manual training
Reduce ticket reopens, escalations, and long hold times by nurturing agents through automated and personalized coaching at scale
- Invest in 100% monitoring and daily feedback cycle to identify coaching needs.
- Fix will and skill issues that hamper conversation success and drive behavioral change.
- Improve newcomer ramp-up time by 60% with targeted customer support training.
- Help agents follow best practices through peer-to-peer coaching.
- Assist agents in improving brand reputation by meeting company standards and compliance needs.
- Reduce long hold times by coaching agents on searching for information from the Knowledge Base.
- Improve agent morale and indirectly impact the customer experience.
Open additional business opportunities with existing customers
Analyze every interaction to uncover up-sell and cross-sell possibilities with Conversation Intelligence
- Automate repetitive tasks like note-taking to improve agent productivity.
- Monitor customer interactions for better follow-up conversations.
- Avoid surprises by staying up-to-date with consumer, competition, deal, and market insights.
- Track critical moments, topics, and customer sentiments to understand customer intention.
- Establish new revenue streams and customer relationship touchpoints.
60 %
Decrease in Ramp up time
56 sec
Reduction in AHT
27 %
Jump in CSAT
Analyze omnichannel conversations
Access Convin
on-the-go
on-the-go
How Support Teams use Convin?
For Support Agents
Accessible quality monitoring and feedback enable agents to improve performance and replicate successful interactions. Automated coaching empowers agents to self-train on best practices and develop winning skill sets.
For Managers
Track deal status and gain insights into competition, objections, and action items. Use the integrated LMS to assign tailored training sessions, reducing new agent ramp-up time by up to 60%.
QA
Analyze omnichannel conversations with custom parameters to auto-generate performance scores. Track coaching effectiveness and review escalations or ticket reopen reasons.
For Leaders
Tab: Leaders Drive growth with actionable customer intelligence that uncovers purchasing trends and revenue opportunities. Align CX strategies with business objectives while ensuring high-level oversight of deal progress and operational efficiency.
Convin can effortlessly integrate with your tech stack
See all Integrations
"A 360 degree view of all my projects."
Featured Case study
Carestack sees uptake of 47% on close rate after adding Convin’s Conversation Intelligence in their sales stack.
Our customers love us
See how our clients transformed their customer conversations
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One Stop Solution to Call Audits and Custom Reporting
Convin ai not only offers manual auditing for all the calls but also automates the entire call auditing process for 100% customer conversations. It creates custom reporting and makes the overall manual QA more accessible. It saves me a ton of time by highlighting the weak and strong aspects of thousands of agents within minutes.
Kanika S.
Team Lead, AESL
Excellent Software for Quality Audits Using AI
Convin ai eases a lot of manual work, captures the right set of words required to understand and implement good audits that can help coaches to shape up their consultations. Convin's AI based intellect helps you discover all the pain points from consultations which helps the coaches enhance their consultation quality.
Vighnesh S.
Team lead
Improve Agent Performance and Decrease Manual Labor
Convin ai has helped me and my team improve the overall quality aspect of our sales process. Ever since we started using Convin ai, we've seen great improvement in the call structure and call flow used by our agents. The call transcripts allow us to broaden our audit scope and acquire a better understanding of call quality. It's safe to say, Convin ai has significantly sped up the sales process and decreased manual labor.
Samir A.
Sales Team Lead
Track Auditor Performance with Auditor Reports
Convin ai provides an auditor report section that helps me keep a track of the auditors' performance for different parameters that are important to our business. It also sends a detailed report directly to the auditors via email that helps them improve their performance and identify exactly where they are going wrong.
Neelam A.
Team Lead, HealthifyMe
Before Convin ai, our data tracking was disorganized. Integrating Convin ai streamlined our daily operations and allowed us to view all calls under one roof - the Meetings dashboard. Convin ai solves various challenges for me; the top of the list is that it acts as a one-stop platform for listening to 100% calls, creates account/lead level analysis, and tracks parameter scoring.
Chirag K.
Education counsellor, AESL
Boost Productivity and Streamline Daily Tasks
