Retail
Ensure brand loyalty and enhance customer experience with Conversation Analytics
With the advent of online shopping, shoppers are reinventing retail customer experience and how they interact with brands. With Conversation Analytics, you can uncover trends, blocking negative experience and strengthening customer brand loyalty.
Improve Voice of the Customer Program with Call Journey
Opportunities
- Better Understanding customer journeys
- Establishing and strengthening brand loyalty among customers and buyers.
- Improving marketing strategies to improve ROI
- Finding ways to improve productivity
- Put data at the center of decision making with a 360-degree view of their customer
BUYING PERSONAS
CHALLENGE: High churn rates and even higher cost of customer acquisition.
HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR SALES:
- Grow cross sell and upsell
- Understand churn/lapse drivers
- Check sales methodology adherence
- Improve conversation rate
CHALLENGE: Discover the drivers behind the significant AHT discrepancies.
HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:
- Understand agent performance
- Track Team Leader performance
- Improve efficiency/ productivity
- Hone scripts
- Track adherence to scripts/ regulation
CHALLENGE: Incomplete and inconsistent insights from post-call surveys.
HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:
- Track and management customer sentiment
- Drive root cause analysis of poor CX
- Gain effective insights into NPS performance
- Understand org processes gaps
- Ascertain performance of key initiatives
CHALLENGE:Create the right content and develop more personalized campaigns to keep the ever-growing customers engaged.
HOW WE HELP: By utilizing Conversation Analytics, Bettina was able to build in-depth customer profiles to improve messaging, make smarter optimizations and provide more personalized experience that drives revenue.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR MARKETING:
- Understand customer journey
- Find new cohorts
- Improve Marketing ROI
- Drive Campaign Performance
- Look for triggers and events
- Manage next best offer
The Customer Buying Journey
Sam wanted to surprise her boyfriend and buy a game console for him for their anniversary. However, she doesn’t know much about it and therefore asked her friends to help her purchase. They scoured information online and read reviews on what and where to buy a game console.
Find out her buying journey with and without Conversation Analytics.
