5 ways to use conversation intelligence to boost your customer engagement

An organisation's profit depends on efficient customer engagement. After all, fully engaged clients bring a 23% bigger share in profitability and relationship growth.

To effectively acquire, convert and retain your customers and turn them into your brand’s dedicated advocates, you have to engage them.

Check out these top five proven tips on how to skyrocket your customer engagement!

1. Make the best of conversational AI software

Traditional methods such as post-conversation surveys and NPS scores will tell you only part of the story, but using conversation intelligence software will allow you to discover the true voice of your customers!

AI-driven conversation intelligence software automatically records, transcribes, and analyzes your sales calls, identifying keywords and conversation topics to help you efficiently trace the crucial parts of your dialogs and thoroughly analyze them.

Such software differs from the typical call recording or cloud meeting tools since AI and machine learning allow it to analyse conversations, take notes for main topics and allow you to quickly get access to key moments from your conversations with customers.

There are a variety of conversation intelligence tools available today: HubSpot Conversation Intelligence, Avoma, Wingman, Jiminny, Ciara, Fireflies, еtс.

Such tools can help you find the right option for your sales team, but despite promises that software vendors make, it’s quite difficult to deliver an all-inclusive AI-enabled conversation-driven experience using multiple “best-of-breed” tools. For that, you need an all-in-one specialized platform that brings you the best features for improving sales and customer engagement.

One of such tools is Revenue Grid, the number one AI guided-selling platform with an advanced conversation intelligence feature, whose primary role is to record and analyse customer calls made in Zoom or GoToMeeting apps, get exceptional insights from your sales conversations, and generate correct signals based on them.

The key functionality of the Revenue Grid conversational intelligence includes:

• auto-capturing calls and easily finding any record when required;
• filtering keywords, transcripts, and action items within your calls;
• providing access to any record, allowing to jump to the exact time when a certain keyword was mentioned;
• setting up specific signals to move the deals faster using relevant topics and keywords;
• taking actions using the signals to move your deals forward in real-time.

Using the advanced feature, sales managers can apply top practices in conversation performance across the entire organisation. Sales reps are able to analyse their calls and boost their conversational skills. Finally, the entire sales team receives valuable signals during the conversation to move the deal in the right direction!

2. Create flawless customer experiences

84% of companies that make an effort to improve the way they serve their customers report steady growth in their revenues. It’s the best proof that customer service is paramount to business growth.

Striving to make your customer service perfect, you can do the following:

• make a plan for all the ways you interact with your customers (site, social media, email, customer support center) and improve each of them;
• decrease the waiting time for the customer's conversation with the support representative to a minimum;
• facilitate the process of choosing products and ordering them online;
• study your clients so that when a client comes back to you, you will already have a perfect offer for him, taking his peculiar needs into account.

3. Concentrate on customer retention

Every seasoned marketer knows that retaining existing customers is far more cost-effective than attracting new ones! The first ones already have experience using your products, are ready to spend more money, and recommend your brand to others.

Focus on these people first: a series of fruitful interactions with them will help your business keep them engaged, keep their satisfaction levels high, and encourage them to come back for more.

And remember that the customer retention strategy goes hand in hand with the customer acquisition strategy because these things don't exist without each other. Therefore, any customer engagement strategy you have should include effective retention strategies.

4. Go further than just answering customers’ questions

AI-powered chatbots can certainly help raise your customer support standards. However, Conversational AI is something more than traditional chatbots.

Traditional chatbots use scripts and work according to a given template scenario, while conversational chatbots are not scripted and work directly with the context. The latter will help you to:

• provide customers with the right solutions and additional information about product updates, their service level agreement, and added product features;
• provide links to self-service resources for customers;
• get the chance to participate in any dialogue, clearly understanding the entire context of the conversation with the customer, etc.

5. Follow the 4i strategy

Any innovation is based on experimentation, and innovation helps businesses stay one step ahead of the competition and attract new customers.

Use the 4i strategy to plan your innovation. It requires:

• Involvement: companies drive engagement by making their customers part of their company. Announce incentive and reward programs to your customers to increase engagement and visibility.
• Influence: today, people always look for recommendations from celebrities and influencers before buying something. Partner with these people to improve your impact on your potential customers.
• Interaction: if they want to grow, brands have a responsibility to interact closely with their customers. In addition, it builds brand awareness and customer confidence.
• Intimacy: initiate close contact with customers at different levels by connecting different communication channels. This will help you to know exactly what your customers think of you and to quickly respond to their needs.