Key Initiatives
Speech analytics software works by detecting trends based on programmed keywords and phrases as well as variations in pitch, silences and emotions, offering a complete picture of what customers think about your product or service. As a result, the technology provides the ultimate tool for listening to your customers’ pain points and making improvements that increase sales.
1
Identify Key Challenges
From detecting which rival products and services are attracting the attention of your customers to improving marketing campaigns and introducing product improvements, LockStone can deliver the company-wide understanding you need to reinforce customer loyalty.
By providing accurate analysis of customer experience trends, LockStone VA generates the reports needed to refine the business decisions that have the biggest impact on your bottom line with key words or phrases. This information can then be passed to the relevant sales and marketing departments, improving your business’ ability to meet competitive challenges.
2
Identifying Cross and Upsell Opportunities
LockStone VA allows you to mine call data for discussions related to products, services, price, quality, location and much more basing on transcribed key words or phrases. Listening and learning from your customers in this manner will allow you to identify what they want easier, giving you a better chance of exceeding their collective wants and needs.
LockStone can help you to quickly recognize these potential up-sell and cross-sell opportunities, simultaneously giving customers what they want and increasing sales.
3
Increasing First Call Resolution Rates
Built-in LockStone voice biometrics identification helps your organizations reduce repeated calls and simply authentication procedure .
And LockStone VA cuts to the core of customer dissatisfaction by revealing pain points and the underlying reasons why people are unhappy with your product or service. The upshot is that inquiries get resolved promptly and small problems don’t intensify to become bigger issues. Typically, when customers feel valued and listened to, attritions rates reduce and the likelihood of customers buying from your business in the future increase.