How to Use Conversation Data to Enhance the Customer Experience

Companies have an extraordinary amount of information about customers, but if customer information is not easily accessible, it will gather digital dust. Do not let this valuable information go to waste! Data can be a powerful driver of customer retention and business insight.

Through integrating communications with your Customer Relationship Management (CRM) software, you’ll have all the data you need in one place for both your customers and your team, enabling you to provide the best customer experience from a well-rounded perspective.

Accessing Customer Data to Build Relationships

The more detailed information available within a CRM when taking or making a call, the better the experience a business can provide. The ability to access and scan through detailed data instantly while speaking with a customer expands visibility into previous conversations, allowing for greater relationships to form. Computer Telephony Integration (CTI) within a CRM offers can provide this vital relationship history and contact information at your fingertips, such as name, address, professional details, email addresses and history with the organization.

The way to a customer’s heart is through personalized service. Today, organizations can consistently deliver great customer experiences by taking advantage of data already collected by its marketing and sales teams in their CTI software, within their CRM.

This information, when made available for quick viewing, allows reps to offer personalized and informed service. This will improve the customers’ perception of the business, and makes them feel more valuable and reduces the time otherwise spent by reps searching for relevant data to handle each call.

Leveraging Team Insights to Increase Productivity

Organizations can make better, more informed decisions by creating advanced analytics and dashboards around a team’s activities. The ability to track team calling activities and build insights based on which activities lead to the most success in-real time is critical in managing team performance and making sure staff are working at peak levels. Having this insight easily accessible is the best way to stay one step ahead and make sure that teams are consistently working as efficiently as possible.

Through advanced dashboards, businesses can track calls made by key departments, teams, or individuals. Analyzing call activity is beneficial for lowering average handle times (AHT). Make sure that the CTI software your business chooses to use (such as CloudCall) can categorize and measure the types of calls being made by reps and customers. This enables your business to provide sufficient team members to handle customer requests.

Nicola Kirby

About Nicola Kirby

Nicola Kirby is CloudCall’s copywriter based in the UK Headquarters. Having worked in marketing for 13 years she’s a dab hand at getting involved in all things content. Outside of work, she runs around after a small human being for fun.