AI-based automated contact center platform offers customer intelligence to serve customers better.
Acquired a new customer? That’s good news.
We are sure you are looking forward to new customers. New customers are always a piece of buzzing news.
However, as much as an incoming flow of customers is elating, the tricky part lies in retaining them.
A study found that retaining customers results in a 5-25% increase in ROI compared to acquiring new customers.
But how do we make this a reality? Clearly, retaining customers is not a piece of cake and requires correct strategies and resources.
Welcome to the world of customer retention software!
“Smart companies have realized that customer loyalty is the most powerful sales and marketing tool that they have.” - Bill Price, Founder, Driva Solutions
But before we break down everything you need to know about customer retention software, let’s quickly take a spin around importance of customer retention.
When it comes to measuring customer loyalty and gauging success, the customer retention metric is the key.
As mentioned above, customer retention results in heightened ROI and is a more efficient method than acquiring new customers. Hence, companies go above and beyond to implement various tactics to ensure that their customers remain loyal to their business.
But what we if told you that this could be done with automation which saves tons of time and energy?
That’s where customer retention software comes into the picture. To begin with, improving CSAT affecting sales output is a major benefit of implementing customer retention software.
Customer churn has been a long pending issue in most organizations. Companies are still locating predictable best practices to stop customer churn.
A customer retention tool can help in bringing 40-50% predictability.
But how?
Every product or service you sell these days leaves a digital mark. Customers interacting with your business online leave a trail that can be traced back to acquire insights for future purchases.
Let's see the mediums where a positive or negative impression of your brand can be discovered.
Basically, anything digital can carry that mark as an indicator of win or loss for your business.
So, the most efficient way to fix these issues is by keeping a mechanism in action that leaves nothing untraced, which brings us to “customer retention software.”
Customer retention software is a type of tool that helps businesses keep track of their customer relationships with the organization.
This type of software is designed to help businesses identify potential issues with customer satisfaction and provide them with the tools they need to improve their relationship with their customers and keep them coming back.
It can help businesses track customer interactions, provide personalized communication, and offer incentives to retain customers.
Overall, customer retention software is valuable for businesses that want to maintain strong relationships with their customers and keep them coming back for more.
Customer retention software is designed to help businesses track and manage their customer relationships. As this type of software typically includes features that allow businesses to track customer interactions, provide personalized communication, and offer incentives to retain customers, it is ideal to be aware of how it works.
Here's an example of how customer retention tools work:
The business can use the information and tools provided by the customer retention software to improve their relationship with the customer and keep them engaged for a lifetime with your product.
We are certain that you have been well acquainted with customer retention software. The next question popping up in your mind must be, “how to choose the right customer retention software.” Right? (Fingers crossed), because this next section talks about helping you to choose the best software to reduce customer churn.
When choosing customer retention software, there are several key factors to consider. These include -
It's important to choose customer retention software that has the tools and features you need to manage your customer relationships effectively.
This might include features like customer tracking, personalized communication, and customer satisfaction tracking.
Be sure to consider the cost of the customer retention software when making your decision. Make sure the price is reasonable and fits within your budget.
For instance, the current recession compels all industries to rethink their current expenditure while not compromising quality.
However, with customer retention software like Convin, you can not only cut extra expenditure on various operations like automated quality assurance management, customer experience management using customer intelligence, and customized coaching but also establish a budget-friendly, quality business strategy.
Convin is not just for big enterprises but also caters to small and medium businesses. Convin focuses on value for money and helps achieve the best ROI with plans starting as low as $50/agent.
Choose customer retention software that is easy to use and integrate with your existing systems and processes. This will help ensure that you can get up and running quickly and easily.
On that note, Convin integrates with various platforms, including Team Messaging, Video Conferencing, Calendar, Dialer, and CRM. The addition of customer retention software can be a great addition to your perfect tech stack.
Look for customer retention software that offers excellent customer support, including help with setup and training. This will ensure that you have the support you need to get the most out of the software.
Contact center leaders like the VP or Director of Claim Support or services, QA leaders, and other business leaders have a lot on their plate. So, once your customer retention software is in place, you should dig in deeper to understand that they stick around post-purchase.
Exceptional customer support will enable you to always be on track with the functioning of your system with ease and productivity.
The customer retention software allows businesses to track customer interactions and activities across various channels, such as email, social media, and websites.
Using customer intelligence, this information can be used to gain insights into customer behavior and preferences.
The software includes tools like customer intelligence and automated QA for analyzing customer data to identify trends and patterns.
For example, businesses can use the software to see which products or services are most popular among their customers or to understand how customers are interacting with their brand across different channels. It also carries out win-loss analysis to determine better sales and coaching strategies.
By using customer data, businesses can tailor their marketing and support efforts to individual customers.
For example, the software may allow businesses to send personalized emails or messages to customers based on their past interactions and preferences.
There are several types of customer retention software that businesses can use to reduce churn and maintain customer loyalty. Here are 3 types of softwares to minimize customer churn and aid in increasing customer loyalty -
This type of software allows businesses to record, track, and manage customer interactions, providing them with the tools they need to improve their relationship with customers.
This type of software is designed to help businesses manage customer support and service inquiries, providing them with the tools they need to resolve issues quickly and efficiently.
This type of software helps businesses automate marketing tasks, such as sending personalized emails or offers to customers. This can help businesses retain customers by providing them with relevant, personalized communication.
By providing businesses with the tools they need to track customer interactions, provide personalized communication, and offer incentives, customer retention software can help businesses improve customer satisfaction and reduce churn.
Whether you're a small business or a large corporation, customer retention software like Convin can be a valuable addition to your toolkit.
Here is everything you need to know about Convin and its benefits.
At the moment, there are no best customer retention tools. CRM, analytics, conversation intelligence, marketing automation, etc. work simultaneously to deliver exceptional customer experience.
Convin is a versatile software solution that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Customer retention management and experience creation are areas that Convin can help.
By employing automated tools, employing customer intelligence, and influencing agents' performance, elevating CSAT by 27% is only a matter of time.
Let’s dive in and learn how Convin can help with Customer Retention Management.
Dedicatedly working on customer-centric tasks have a higher chance of creating the best customer experience.
Ditch note-taking and manual call review. Focus on listening to the customer and developing strategies for high-quality follow-up meetings. In parallel, switch to automated call scoring and get 100% of calls reviewed without human interference.
Conversation intelligence extracts critical moments from the call recordings to put forward customers' requirements for the next meeting. These key moments also reflect the customer's real intention and offer brownie points for creating a positive customer experience.
Convin offers an intuitive insight dashboard that displays actions, behaviors, and phrases with a higher probability of call success. Investing in the best practices of top performers ensures higher CX in every contact center conversation.
Automated coaching targets and treats every agent as a unique entity and assists them in unlearning old tricks and learning customer-friendly methods. Personalized coaching can make every agent your best-performing agent and ensure exceptional CX delivery in every interaction.
One aspect of a call that can ruin customer experience is an unsolicited agent behavior that negatively impacts clients. Screaming, abusive language, misleading information, flawed statements, incorrect knowledge, and more are timely caught by Convin’s tool and alert the management team for corrective actions.
Customer sentiment presents an accurate picture of a call. How was the customer's overall experience during the call? And presents the chances of a new call or a painful goodbye.
Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching.
Convin’s call center tool automatically reviews 100% of customer calls, chats, and emails using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff dissatisfaction.
Convin also allows auditors to do manual auditing on calls, chats, and emails and leave necessary feedback.
With the help of customer intelligence and custom-tracking , Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters, customer sentiments, and threats to take proactive measures before customer calls.
Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores- good, average, and poor performers are identified, and the platform triggers personalized agent coaching based on the requirement. Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations to a large extent.
Moreover, with Convin’s peer-to-peer coaching, managers and supervisors can add the best-performing agent’s conversations as a module into Convin’s library and assign it to agents who need further coaching. As a result of Convins’s automated agent coaching, businesses can reduce ramp-up time significantly and focus more on productivity.
CI records, transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.
Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are not only available on the Convin platform but are periodically emailed to the managers.
At Convin, we understand the customer and call data security important; that’s why we ensure your data is entirely secure and safe in our in-house transcription and NLP engine. We ensure call data security in the following ways:
And before you go, as of now, Convin supports languages beyond English. And it takes only 2-3 weeks to get you onboarded. Try Free Automated Quality Assurance Software.
CRM technology is commonly used for customer retention. Additionally, data analytics, conversation intelligence and personalized marketing automation tools are employed to tailor experiences and build customer stickiness.
The 3 R’s of customer retention are Relationship, Retention and Revenue.
By leveraging customer data to create personalized experiences, delivering targeted offers and recommendations, and proactively addressing customer needs.
Customer Retention Management is the strategic approach of implementing processes, strategies, and initiatives to retain existing customers and drive repeat purchases. It’s an ongoing process that involves understanding your customers' needs, providing them with excellent service, and building a strong relationship with them.
