Using software tools to retrieve raw data from sources like these is what interaction analytics (IA) is all about.
- Journeys that the client takes
- Prior customer service experience.
- Communications via social media.
- Voicemails are captured.
- Transcripts from chats, for instance.
The programme then filters, searches, and analyses this raw, unstructured data in order to provide structured data with useful insights. As part of the Quality Assurance (QA) process, these interaction analytics can assist you in identifying areas for improvement and in offering a better customer experience.
Talks are a great way to find out what your customers think of you and your business. Using Interaction Analytics to study phone conversations, social media interactions, or in-person chats reveals the customer’s holistic, real voice, while traditional polls are sampled and slanted.
By utilising the vast amount of uninvited input found in contact centres, businesses may expedite the development of critical thinking skills while also reducing expenses, inconveniences, and time.
Advantages of Interaction Analytics
- Describe the customer journey to ascertain the reason behind the client’s help request.
- Customers who need immediate attention ought to be called out.
- Identify key phrases and topics in conversations with customers.
- Ascertain the fundamental causes of customer dissatisfaction and attrition.
- Identify patterns in the conduct of customers.
- Estimate the volume of calls at peak periods.
- Verify that agents adhere to company policies and the script.
*Key Performance Indicators, or KPIs, should be used to assess the performance of agents.
- Monitor each agent’s knowledge base and apply targeted coaching to close any gaps.
- Get real-time insights regarding client sentiment to make adjustments to your service plan.
- Recognise common queries from customers and respond to them via chatbots, FAQs, and other self-service tools.
Use Cases of Interaction Analytics
Marketing and Sales
Your marketing and sales departments may potentially benefit from AI-derived customer engagement data. Common words could give your marketing team a hint as to what to expect, enabling them to modify their schedules. You may also gauge how well your sales team is performing by looking at how customers feel throughout these kinds of interactions.
If a salesperson gets positive feedback, you can use the audio recordings of their talks to train other salespeople. Lastly, you may track sentiment and mentions of your business on social media to obtain important consumer data.
Management of Digital Experiences
The entire digital consumer experience is based on analytics and data. You can use this information to find out how your clients like to be contacted. For instance, voiceless services—whether agent-assisted or self-service—are preferred by Millennials and Generation Z. You might need to increase your social media workforce in order to connect with this growing demographic.
Consumers also need quicker response times on social media. To find out how long customers must wait at different touchpoints and how this affects overall Customer Satisfaction (CSAT) rankings, you can use IA.
Even though they might not deal with customers all the time, the back office staff is the core of your company. This is where some of the most important business processes happen, such as:
- Creating and managing accounts
- Order completion
- Invoicing and settlement
All of these tasks are frequently directly impacted by contact centre insights. Your corporate room is therefore covered by the customer experience. Your back office can benefit from the use of analytics software to gain a deeper understanding of your business’s operations. For instance, automating routine tasks like data entry can boost customer satisfaction and save time.
Input from customers is essential to the management of goods and services. You can glean from call transcriptions the most frequently mentioned attributes of your product or service as well as the atmosphere surrounding it.
IA software can also be used to track mentions of your company on Facebook, Instagram, Twitter, YouTube, and other social media platforms. Consequently, you could be able to get devoted and reliable review accounts.
With the use of this data, you may offer your product to these clients as a beta test, in which a small group of chosen end consumers evaluates the good or service to find any issues or defects before a broader release. These influencers could help your business take advantage of this growing market because they have sizable younger audiences.
Omnichannel contact centres obtain customer information from multiple data sources. All of this data can be combined into a single, cohesive dashboard with the help of the seven technologies described below, giving you valuable customer insights and increasing agent productivity.
Analysis of Phonetics
An application that uses phonetics scans the index file for particular sounds or sound patterns and associates them with phrases and expressions. In essence, it converts auditory data into words and sentences that already exist.
A wide variety of languages, dialects, regional accents, jargon, and vernacular can be added to this tool through customization. In a similar vein, you might quickly expand your vocabulary by adding terms like service tool, firm name, and so forth.
Analytics for Speech-to-Text
Known by another name, Large Vocabulary Continuous Speech Recognition (LVCSR), this method retains the entire conversation instead of just certain words and phrases. Every voice interaction is fully transcripted, allowing for root-cause analysis and a deeper comprehension of customer issues.
Since LVCSR can comprehend audio calls and readily combine with text-based communication methods, it is ideal for multichannel contact centres.
AI-powered sentiment analysis assigns a positive, negative, or neutral sentiment score to each customer interaction. These scores are derived from the quantity of positive and negative utterances in each conversation.
An efficient framework for agent training and performance reviews can be provided through sentiment analysis. While negative contacts educate agents which terms and phrases to disregard, positive encounters tell them which ones clients react to. Unfavourable experiences may also help your representatives decide whether to follow up with a consumer.
Currently, text-based channels like chatbots, emails, social media, message boards, customer surveys, and so on account for the majority of consumer interactions.
All of this unstructured material is scanned by a text mining tool for key terms. Text analytics then uses the structured data to derive quantitative insights. For instance, the programme might look for terms like “expensive,” “cheap,” and so forth that are associated with prices in reviews and mentions on social media.
After that, it keeps track of how frequently certain terms occur, giving you the option to either lower the price, offer a discount, or keep it the same. These analytics can also help agents communicate with customers by giving them up-to-date knowledge on changing customer sentiment.
Analysis of Customer Voice
Speech, text, or sentiment analysis alone could not provide you a complete picture of what your customers are thinking. This is where VoC tools are useful. They use a combination of speech and text analytics to get customer input via many channels.
Then, all of this data is assessed to digitally monitor the development of every client interaction and identify the fundamental reasons of typical issues.
For example, the VoC programmes might be used to gather specific survey phrases. They also provide information on grievances, preferences, and difficulties raised by clients. As a result, quality managers can enhance the overall customer experience across several KPIs by making reasonable adjustments in response to customer feedback.
Screen analytics, sometimes referred to as desktop analytics, provide your company with essential details regarding the activities of your agent throughout a client interaction. The majority of screen monitoring technologies let you record the agent’s desktop activity for quality assurance.
You can utilise the recordings to evaluate their performance at a later time. In a similar vein, they can identify processes and systems that are slowing down workflow. Desktop recordings can verify if the employee is helping customers according to the right protocols.
Customer Journey Analysis
The consumer journey of today involves more than just travelling from point A to point B. A customer can start by going to your website after seeing an advertisement on social media. After making a purchase, customers can get in touch with your customer service by phone or email, especially if their question is complicated.
The customer journey analytics solution incorporates each of these unique touchpoints and interactions. Ensuring that each of these channels works seamlessly with the others could help reduce customer effort, which boosts engagement.
You may see everything about your customers’ expectations, interactions with your company in the past, preferences, and much more with the help of interaction analytics. Consequently, you will have the ability to personalise your products and services, which will boost customer satisfaction and loyalty.
Improved workflows and automated routine tasks are two further ways that IA technologies can help boost contact centre productivity. You may improve customer service and boost your profit margins by identifying emerging patterns in your customer base and putting cutting-edge technologies into practise.