Unlock Customer Voice and Elevate Engagement with Convin Insights
Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations.
Maximize Business Results with Voice of Customer
Why Convin Insights?
Positively Impact Business Outcome
Anticipate customer voice and take strategic decisions
- Address specific customer feedback or issues to increase customer loyalty and repeat business.
- Use customer behavior trends for more targeted sales strategies.
- Identify and capitalize on niche opportunities before competitors.
- Reduce time, cost, and resources to handle customer inquiries and complaints.
- Make informed decisions about product development, marketing strategies, and customer service enhancements.
Agent Performance Improvement Opportunity
Adapt agent performance to customer preferences
- Identify effective communication strategies to amend and create better call scripts.
- Update knowledge base and ensure agents have access to the most relevant information.
- Focus on more targeted and effective coaching and training.
- Reduce call volume by identifying common queries and updating FAQs.
- Help agents invest in more personalized and effective interactions.
- Regular call analysis feedback helps agents adapt and refine their approach.
Scalable and Flexible Data Analysis
Make insight collection scalable with automation.
- Analyze every customer conversation rather than just the 1-2% that was previously feasible.
- Efficiently analyze calls, chats, and emails in a single platform.
- Identify patterns, trends, and key topics across thousands of calls.
- Gain insights almost immediately after conversations are over.
- Efficiently handle varying types, complexity, and volumes of customer data.
Deeper customer insights. Increased business results.
Customer Intelligence
Capture critical insights from every customer interaction, such as Conversation reasons, Objections, Competition, Sentiment, Common questions, and Product features. Receive a granular analysis of each reason, including CSAT scores, sentiments, agent performance, etc. Identify and highlight poor-quality calls, saving time for auditors and managers alike. Get access to a detailed sentiment breakdown for each conversation. Invest in objection handling techniques, agent performance improvement, FAQ optimization, and product enhancement.
Custom Tracking
Get tailored Insights by tracking specific parameters and issues unique to your business and industry. Enable tracking of specific issues and customer trends. Understand correlations between different customer issues.
A team-wide solution
Leaders
Use customer trends and feedback to inform long-term strategies, product development, and operational changes. Monitor and maintain high service standards through detailed insights into customer interactions.
Managers
Utilize insights to identify training needs and improve individual agent performance. Leverage customer feedback to refine interaction strategies, process improvements, and boost customer satisfaction.
Agents
Help agents tailor conversations based on insights into customer preferences and behavior. Give agents detailed customer feedback, helping them resolve issues more effectively and efficiently.
Create experiences. Just not results.
Drive Winning Sales Conversations on Live Calls
Boost agent productivity with real-time Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
Evaluate 100% Conversations to Eliminate Compliance Risk
Automate quality assurance across all channels for every customer interaction. Proactively catch performance snags by avoiding random sampling and encouraging unbiased scoring.
Recognize and Replicate Winning Patterns
Help agents take data-backed actions. Access customer intelligence and uncover conversation behavior and patterns that impact business outcomes in a positive and negative manner.
Automated Personalized Coaching at Scale
Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.
Smarter and More Efficient Manual QA
Eliminate spreadsheets and guesswork in omnichannel contact center quality assurance. Replace time-consuming QA processes with a one-stop FREE quality management solution that includes a rule-based sampling.
Power your contact center with Convin Insights
Use Cases
Solutions
Stop managing customer
data in silos
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See how our clients transformed their customer conversations