CONVIN FOR SUPPORT
Empower your agents to ensure a 25% bump in customer retention rate
Increase sales revenue by 21% with an automated contact center sales solution that simultaneously improves agents' performance while delivering exceptional customer experience.
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.
on-the-go
How Support Teams use Convin?
Sales Agents
Agents reduce call handling time and improve first-call response with Convin. With accessible quality monitoring, customer insights, and feedback, agents can amend their performance and replicate winning conversation behavior.
Agents thoroughly utilize automated coaching to coach themselves on best practices and top-performing skill sets.
Managers
Assess performance and coaching needs by monitoring 100% of agents' and teams' conversations.
Ensure continuous feedback and knowledge sharing based on agent 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 omnichannel conversations based on custom parameters, responses, discussion points, interruption, and more to auto-calculate conversation performance scores.
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 conversations that need manual auditing intervention.
Sales 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. Rightfully intervene to avoid potential problems and course-correct CX strategies.
Stop managing customer
data in silos
"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.
Our customers love us
See how our clients transformed their customer conversations
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