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How to Improve Customer Experience with Speech Analytics

February 25, 2020 by Morgan Pulitzer

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We recently shared some of the most common use cases for speech analytics. We covered how to improve customer experience, agent performance, and sales and marketing decisions. In this article, we will focus on how to improve customer experience with speech analytics.

The customer experience is one of – if not THE – most important metrics of measuring a company’s success. This is especially true when all experiences, both good and bad, can be easily shared with millions of people online. Speech analytics can help guarantee customers receive a consistently positive experience in the following ways.

Identify Patterns in Customer Interactions

It’s easy to give customers what they want when they actually tell you what they want. But figuring out how to improve customer experience and keep customers truly satisfied is often more complicated. Speech analytics can help solve some of this mystery. By quickly scanning thousands of phone conversations for specific words and phrases, businesses can uncover common trends and patterns to provide customers with the goods and services they want.

For instance, you can use call transcripts to search all customer interactions for the calls that mention a specific product. Then you can take a closer look at those conversations to understand how customers feel about that product. Are they pleased with the product? Does the product have consistent flaws? Do they want more features with the product? Have they called multiple times about the product?

Then you can figure out if it’s an issue with your product, or how your agents are handling calls. Even if they are not directly saying it, your customers are always telling you what they want. You just need to be able to recognize their needs more efficiently.

Resolve Common Pain Points

In addition to providing customers with what they want, speech analytics can help you avoid giving customers what they don’t want. The last thing you want is an unhappy customer. Speech analytics can identify why customers frequently become frustrated or discouraged.

Let’s use the example above. You’ve searched your call transcripts and see that there’s a high volume of calls about a specific product. Among those interactions, you identify the customers who call repeatedly because they wanted a different outcome.

Maybe the customer didn’t receive credit for a faulty product. Or maybe the customer wanted to speak to a manager. Either way, that customer will most likely call back to speak to a different agent.

Then you see that there’s one particular agent who handles these calls with a positive outcome. And that agent does this consistently. You can use this information to improve agent scripts, and train agents to use methods proven to get the best results.

You can also use this data to create long-term solutions by determining the source of common problems and implementing changes to reduce or eliminate the issues altogether. When you’re able to consistently recognize and address common pain points, it helps prove to your customers how much you care about their experience.

Recognize Customer Sentiment

So many times we hear the phrase, “It’s not what you said; it’s how you said it.” Someone may say everything is fine, but their tone of voice conveys a much different story. The same is true for customer interactions. That’s where sentiment and emotion analysis can be of great value.

In addition to scanning conversations for specific words, sentiment and emotion analysis provides a quick glimpse of the overall outcome. Sentiment analysis looks for words that convey the mood of a conversation, while emotion analytics recognizes changes in tone or volume of a customer’s speech.

This information determines whether the customer had an overall negative or positive experience. Speech to text with sentiment analysis makes it easier for businesses to see which interactions get the best results, and which ones should be avoided.

Speech analytics helps capture the true Voice of the Customer to reveal what customers actually want. This provides an opportunity to improve business processes with plans that align with these discoveries. Your customers have a lot to say, and speech analytics can guarantee you don’t miss any of it.

Be sure you’re giving customers the best experience possible. Check out our case studies for more ways you can use speech analytics.

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