Every business wants to increase their leads and convert better, but you can’t do that if you don’t have the right insights into your customers’ interactions with your business. Tracking the calls and texts that your marketing campaigns generate is very important, but equally important is customer behavior analytics.
Call tracking and analytics tools provide solutions for both. If you talk to customers and leads over the phone, your business needs call analytics tools.
The Benefits of Call Analytics
When analyzing your calls with call tracking, you can obtain answers to questions like “what keywords do customers with this same order or problem use, so we can group them together to see commonalities?”, “How many of our interactions with customers over the phone are positive versus neutral or negative?”, or “Are our callers asking to speak with a manager, or mentioning a specific promo code?”
Call analytics tools give you insights into your customer buying behaviors and more. By analyzing the words customers use, and even their tone and volume, call analytics give you the data you need to understand what happened on a call.
With AI Analytics you have several built-in call analytics options, giving you a wide range of data to evaluate calls. You can use:
- Speech analytics with Voice Tagging AI
- Sentiment rating
- Call scoring
- Keyword tagging
- Call recording & call transcripts
- PII redaction
All these tools look at and analyze the content of your calls to help you better understand your customer interactions. Were they looking to place an order, are they interested in a specific product, did they need support, were they just gathering information?
Call analytics tools help you evaluate calls and caller needs so you can optimize not only your marketing response, but your customer service and sales performance.
Call Tracking & Reporting
With all the data points available, you’ll want an easy way to run reports and focus on the most important information:
- CallView360® built-in analytics
- KPI (Key Performance Indicator) dashboards
- Call Details view
- Customizable reports that can be automated