If you’ve been using customer feedback to drive innovation and product development in your company, you’ve probably heard about Real Time Voice Engagement. The idea behind this innovative new technology is simple: listen to your customers. You can improve customer service, product innovation, and overall business performance by listening to their comments and suggestions.
Benefits of Real-Time Voice Engagement on Your Business [Top 3]
1. Real-time Voice Analytics
Real-time voice engagement has a range of benefits for your business. It can increase your customer engagement and help you reduce costs. Employee voice can also reveal innovative ideas and potential new business opportunities. It can also help you retain talented employees, reducing recruitment costs.
In addition to boosting your customer satisfaction, real time voice engagement can help you understand the complexity of your customers. By capturing their opinions in a structured way, you can determine their buying patterns, define trends and learn about their feelings and experiences with competitors. Capturing this information can make your marketing more targeted and efficient.
Real-time speech analytics can provide relevant information and guidance to agents during customer interactions, which can help agents deliver faster and more accurate answers. Moreover, it can also help you coach new employees.
In addition, real-time speech analytics can help reduce customer churn, a severe concern for many businesses. You can ensure long-term loyalty to your brand by providing good customer service.
2. Customer Retention
Real-time voice engagement can help organizations build better customer relationships and drive business growth. Companies with high DAUs are likely to experience more benefits from customer engagement.
Tracking DAU across customer segments allows companies to see trends and determine which improvements will drive customer retention and engagement. They can use these insights to change their website, product, and services and improve customer experience and loyalty.
Customer retention is crucial for online businesses. A recent study conducted by Bain & Company shows that a 5% increase in customer retention can generate more than 25% higher profits. With this in mind, companies must focus on retaining and engaging current customers.
First, organizations need to determine how they will collect and use data. For example, real-time customer engagement requires businesses to know the exact situation of each customer at all times.
This situation can change daily or even minute-by-minute. As a result, it is critical to identify all the relevant data sources. Organizations must move away from customer data silos and focus on integrating data from all sources to achieve a complete picture of a customer. This includes structured and unstructured data.
3. Increased Sales
Real-time voice engagement has become a critical part of sales strategy. This new tool provides sales reps with insights into the conversation that is taking place with customers. Sales leaders can use this data to decide how best to serve customers.
However, sales leaders must be confident that the technology investment will pay off in the long run. Successful implementation of this new technology requires cross-functional collaboration.
Sales engagement platforms allow sales professionals to bring all their activities under one system. This means that sales professionals can focus on selling instead of doing administrative tasks. These platforms also automate repetitive tasks, such as scheduling follow-ups and setting up sequences. Using these tools, sales leaders can dig deep into the sales process and create targeted customer campaigns.
Today, more companies are investing in this technology. Sales leaders are interested in improving the quality of their interactions and increasing average deal sizes. 90% of sales leaders plan to invest in technologies to help sellers engage with customers.