One of the best ways to find the problems your target customer faces, the objections they raise, who they see as your competitors, and how you can improve your product is through conversations with prospects and customers. However, there is a problem. After a phone call with the client or prospect, this crucial information is usually forgotten. The reasons were that the crucial information from the call was never entered into the CRM, and the notes from the sales conversations were not correctly collected. And/or the information was not forwarded to other team members.
Because there isn’t a process in place to gather and distribute this feedback among stakeholders within your organization, all of the knowledge that may have assisted your company in closing more deals, overcoming objections, and improving the product is now lost.
This is the issue that conversation intelligence software addresses.
This article post tries to find what is conversation intelligence and how it’s useful for any B2B sales/customer success organization!
What is Conversation Intelligence?
Software that captures, transcribes, and analyzes customer and prospect conversations is often referred to as conversation intelligence. The software enables sales representatives, account managers, and customer success managers to have more insight into their conversations and discover ways to make them better.
This software uses artificial intelligence (AI) to convert speech to text and record calls and meetings. It then performs additional in-depth analysis of the raw data. Therefore, call recording and transcription capabilities are included by default in all products included in this category.
But these platforms also analyze email content nowadays because email is a crucial channel for sales conversations.
The Usefulness of Conversation Intelligence Software
Conversational intelligence helps record and analyze conversations from both sales and customer calls that allow sales representatives to easily access crucial information from their interactions, accelerate data input into their CRM, and transfer information to other stakeholders on their team.
It gives executives on the sales and success/support sides a way to more easily listen in on key conversational points (like how reps responded to inquiries and objections). It fosters alignment within the sales and customer success organization, and it aids in the dissemination of important insights to other teams (like product and marketing).
Because it analyzes conversations for you, takes notes on important topics (using conversational artificial intelligence and machine learning), and makes it effortless for you to access key moments from the conversations, conversational intelligence software differs from standard call recording software or cloud meeting solutions (like Zoom). It turns individual calls into something that can be useful for the entire team, which goes beyond the usefulness of recording.
With the use of conversation intelligence software, team members may obtain crucial consumer information and share it with all key stakeholders. Rather than keeping it isolated to a single team member or department.
Building alignment among all of the organization’s teams is made easier through conversational intelligence.
The Bottom Line
In this post, you learned about what is conversation intelligence and how it is useful for any B2B Organization.
