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%.
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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.
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Uncover bottlenecks in customer-agent interactions
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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.
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Reduce average handle time without relying on manual training
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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.
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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.
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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%.
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QA
Analyze omnichannel conversations with custom parameters to auto-generate performance scores. Track coaching effectiveness and review escalations or ticket reopen reasons.
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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.
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Convin can effortlessly integrate with your tech stack
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"A 360 degree view of all my projects."
Carestack sees uptake of 47% on close rate after adding Convin’s Conversation Intelligence in their sales stack.
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Our customers love us
See how our clients transformed their customer conversations
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