CONVIN FOR SUPPORT

Guarantee right support to agents and ensure 27% increase in CSAT.

Empower agents to handle customer queries better, manage more complex questions, initiate high-quality conversations and apply best practices to elevate CSAT by 27%.

How is Convin closing the support
performance gap?

Different roles. Different problems. One solution.

Uncover bottlenecks in customer-agent interactions

Allow Auto QA to assist customer support teams in understanding the root cause of low-quality calls and rising customer escalations.

  • Automatically evaluate and report on 100% of agent and teams calls progress.
  • Manually score calls that need selective attention.
  • Identify and repair critical CX issues like long hold times, poor product knowledge, misleading information sharing, etc.
  • Track agent escalations that point out coaching needs and better CX strategies. 
  • Pinpoint unhappy customers with sentiment analysis to locate the source of pain and proactively address the concern areas. 
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Cut the guesswork out of customer support

Run Call Behavior Analysis to identify easily replicable best practices to maintain performance consistency and compliance.

  • Improve FCR by identifying behavior and actions with high call success probability.
  • Save time and effort by following proven responses.
  • Ask the right questions to counter objections on customer support calls.
  • Update agent scripts with data focusing on what’s working and not.
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Reduce average handle time without depending on managers

Cut down on ticket reopens, escalations, and long call times by nurturing agents through automated and personalized coaching at scale.

  • Invest in data-driven monitoring and feedback loops to identify coaching needs.
  • Fix will and skill issues that hamper call success and drive behavioral change.
  • Match top performers and industry best practices at all times.
  • Assist agents in meeting brand standards and compliance requirements.
  • Reduce long call times by coaching agents on searching for information.
  • Improve agent morale with excellent coaching, indirectly impacting customer experience.
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Turn proactive with customer insights

Use conversation intelligence to highlight and resolve overlooked customer issues and queries.

  • Utilize key moments to uncover hidden customer needs and meet them in accordance with CX best practices.
  • Avoid surprises by staying up-to-date with consumer, competition, deal, and market insights.
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1/3rd
Ramp up in time
27%
CSAT
56sec
Improve AHT to

How Support Teams use Convin?

Agents

Agents aim to reduce call handling time and improve first-call responses with Convin. With accessible customer insights, call quality, and feedback, agents iterate their performance and replicate winning call behavior. 

Agents thoroughly utilize automated coaching to self-coach themselves on best practices and top-performing skill sets.

Managers

Assess performance and coaching needs by monitoring 100% of agents' and teams' calls. Ensure continuous feedback and knowledge sharing based on call performance and quality statistics. 

Track and fix compliance violations, behavioral anomalies, customer complaints, negative customer sentiments, and more such red signals.

QA

Replace outdated call auditing and human bias with Convin’s AI-powered automated quality assessment platform. Analyze calls based on custom parameters, responses, discussion points, interruption, etc. to auto-calculate a call performance score.

Keep an eye out for support quality trends and coaching effectiveness with reports.

Track escalations and reopen ticket reasons by eliminating random sampling while taking charge of calls that need manual auditing intervention.

Leaders

Increase CLTV by maintaining high customer satisfaction. Carefully monitor customer intelligence reports to discover new and failed opportunities. Examine patterns, actions, and behaviors that may impact repeat customer purchases.

Track and audit dashboards displaying agent performance, compliance issues, and deal progress to rightfully intervene to avoid anticipated problems and course correct CX strategies.

"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.

“Convin is a sales managers' Swiss army knife for coaching and call tracking. Having a library of key topics and next steps mentioned by each rep on each call helps streamline coaching moments and 1-1s, this keeps me from bouncing back and forth to programs and gives me more time to coach and help my team perform.”

Aaron Drummond
Account Executive - Place Technology

“Convin helps our sales teams focus and be present in the moment of conversation because they're confident they can easily go back and review calls at a later time. It helps us as managers to be more thoughtful and structured about the way we coach and help reps progress their deals forward.”

Alex Siegler
Head of Strategic Alliances - Place Technology

“I have been able to quickly identify areas of improvement for my reps & able to provide coaching to allow reps to quickly pivot. Also help them make changes to their pitch.”

Aquibur Rahman
CEO & Founder - Mailmodo

“Reviewing the recordings is like an athlete watching game-tape to try to improve. Collaboration with management is easy, and my reps are learning so much faster by watching the best.”

Rishabh Goel
CEO & Founder - Credgenics

“Convin makes reviewing sales calls super easy. It creates training libraries for new joinees to improve and I love that. It also sends instant emails to those getting reviewed for the specific recording.”

Mahak Garg
CEO & COO - Udayy

Manage your Contact center with a 360-degree view of the contact center operations.

Reduce escalations, bad customer experience, and customer churn with Convin's contact center platform

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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.

Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.

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US
2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
INDIA
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
Bengaluru-560068
+91 7011464590, +91 8802881329
US
2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
INDIA
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
Bengaluru-560068
+91 7011464590, +91 8802881329