Analytics are one of the most valuable tools in any strategy for customer experience and engagement. To delight your audience, you need to listen to what they have to say in every conversation. More importantly, you need to understand the crucial insights that exist behind those discussions.
Speech analytics offer a fantastic way for companies to identify consumer trends, track sentiment, and pave the way for more meaningful, relevant interactions. Communications vendors often discuss how valuable speech analytics are for things like business productivity, expense management and even customer sentiment analysis.
But have you ever stopped to wonder how speech analytics impact the customer journey?
The Influence of Speech Analytics on Customer Journeys
The customer journey encompasses every step your client takes in relation to your business. It includes not just your sales conversations and support strategies, but every message a client sends online or SMS note they read. Every step in the customer journey counts. Companies who want to preserve a loyal following in the future need to track and understand every touchpoint.
Speech analytics can help with this. Through speech analytics, companies can get a better insight into the sentiment of customers as they move through the buying cycle and the things that affect their chances of long-term loyalty. For instance:
- Sentiment analysis: Analysing sentiment in speech is a great way to get an insight into your customer’s experience within the client journey. You can pay attention to the way that a client’s mood changes between your first-contact conversation and the after-sales call. The trust and sense of loyalty your customer has for your brand should increase over time
- Journey understanding: AI solutions and speech analytics systems can collect insights from huge amounts of otherwise impossible-to-navigate data. Through constant analysis of your omni-channel communication strategy, your AI system can show you which channels your customers usually visit at different points in their journey, and how you need to respond. For instance, you may learn that a phone call is the conversation most likely to lead to a sale when a customer is ready to buy, but they like collecting information via chat
- Trends and expectations: Imagine how long it would take to sort through conversations your customers have with your brand every day? After thousands of discussions, you may begin to notice trends in the questions asked and issues discussed. AI tools and speech analytics can surface those trends in seconds. This leads to better strategies for simplifying the customer journey. For instance, if you notice a series of common questions coming up in many conversations, you could create an FAQ or video guide for your audience to answer those queries
Guiding a Better Customer Journey
Speech analytics allow you to understand, analyse and truly listen to the voice of your customer when making decisions for the future growth of your brand. Real-time analytics show you how sentiment is changing at the moment and gives you an insight into how agents can make journeys easier and more straightforward.
Historical analytics give you room for growth, by showing you where trends exist, and how conversations between agents and customers might need to change.
