A Guide to Excellent Conversation Management

A must-read guide for enterprises with billions of conversations and millions of customers.

call center conversational business intelligence software woveon

Enterprises are much more overwhelmed with conversations than ever before. Not only do they have to actively respond to customers over a myriad of channels like email, phone, social and livechat, they’re expected to give personal, relevant and fast responses.

To tackle this problem, many organizations are looking at new technology to help them meet customer expectations. Some of the most notable are AI chatbots, self-service knowledge bases and good old Interactive Voice Response (IVR) systems.

The problem? These all aim to lessen the time customers spend with agents.

While people do like self service for speed and convenience, majority still want to be able to talk to a person in times of need, or at important turning points in their life. Curiously, while we’re moving more towards a more digital and self-service world, most consumers still want the ‘human touch’ in their service communications.

human touch woveon conversational business intelligence

The challenge is to provide highly personalized and relevant offerings to meet both customer and business goals, all the while delivering the experience through the customer’s natural mediums of interaction. Counterintuitively, the likeliest solution to bring the human element back into customer conversations is though technology and big data.

So, what should you look for in a technology that will give you both customer satisfaction and maximize revenue?

Multichannel Conversations

 multichannel conversations business intelligence software woveon

At the basics, an organization’s communication channels should be in one view. That means a business should be able to see and reply to customers by email, phone, livechat, social media, forums and wherever they could be talking to you, or about you, on one platform.

Why? Convenience and transparency.

Convenient Conversations

A single platform for the entire range of conversation channels is much more efficient for customer-facing agents. Often, they have to switch between multiple channels to check for new customer interactions, and unfortunately, miss some communications here and there. With one view for conversations, they save on time, and reduces the chance they will miss communications from less monitored channels.

The convenience isn’t just for agents. Customers want to interact with brands through their medium of choice. 51% of U.S. consumers are loyal to brands that interact with them through their preferred channels of communication. Younger consumers especially, want to interact with large organizations via instant messaging channels where they can use natural language. Having all channels on one platform allows agents to have visibility across all channels, instead of doing well on a few and lagging on others.

Transparent Conversations

In so many organizations, a different team handles a different channel. They are responsible for that channel, and that channel only. But the customer is dynamic. They might reach out on one channel, and upon finding that it isn’t fast enough or substantial enough to resolve their problems, they will switch channels.

The ‘different team, different channel’ approach doesn’t account for the customer’s flexibility, resulting in multiple replies or inconsistent replies from two different people, both creating bad customer experiences. With multiple channels on one view, conversations are transparent. Conversations from the same customer are stitched together, and the same person can handle issues without making the customer’s journey difficult.

Holistic Customer View

single customer view conversational trasactional behavioral intelligence woveon

In an enterprise with multiple departments, systems and channels, it’s necessary to have a collective view of the customer.

A single customer view (or a 360 degree view) is a complete profile of a customer, created from aggregated data points within an organization’s systems and channels. It collates data from multichannel communications and customer data platforms (like CRMs, analytics, marketing and legacy systems).

Customers often complain about the lack of continuity in their conversations and having to repeat themselves. Problems like this arise because agents have no visibility on what customers have said on a separate channel, or what customer information exists on a separate system. As such, interactions are treated as a completely new “ticket”, and in the worst cases, existing customers are seen as a new customer.

With a single customer view, an agent can see a given customer’s conversational, transactional and behavioral data in one place. This not only improves time-to-answer by 20% – 80%, it also ensures customer information flow is consistent and continuous, reducing awkward moments like the ones above.

The use of a single customer view can even go beyond customer care activities. Integrated systems mean that there could be a seamless blend of sales, marketing and service activities through conversation.

Having this feature marks the start of being able to use critical sources of data collectively. The key however, lies in how the customer intelligence is used. The following presents ways customer intelligence can be used to take control of conversations in providing exceptional customer experience and maximize revenue.

AI-assisted agents

Use of artificial intelligence (AI) in enterprises is not new. For decades they have been used to automate heavily manual processes to increase efficiency, accuracy and decrease costs. What is new, is the use of AI beyond processes to interactions.

Use of AI opens up the potential to deliver personalized interactions and hyper-relevant offerings that are scalable.

artificial intelligence customer conversations business intelligence woveon

Whether it’s the AI itself doing the talking, or an algorithm providing assistance to a human representative, online, or face-to-face, AI holds incredible potential to re-establish the human-to-human connection in an increasingly digital world. Check out some examples below.

Deliver relevant content and information with AI

Many organizations have invested heavily into user experience, self-service and knowledge management tools. Yet, it is still difficult and time-consuming for customers to find the right information when they need it.

Companies like Zendesk have developed AI-powered virtual assistants that help customers self-serve. By processing natural language, the technology suggests articles in the knowledge base to help them resolve their problems on their own. Research has found that most people are open to using self-serve AI technology like this, and see it as faster and more convenient.

Other organizations like Woveon have built AI-powered response assistants to help agents have more productive conversations in real-time. As agents talk with customers, the response assistance helps guide conversations so better results can be achieved for both the customer and the business. It would suggest opportunities like ‘other customers like her also bought’, or ‘he mentioned credit cards, link to these articles from our blog to help him decide’.

Speed up resolution times

call center conversational business intelligence software woveon

On average, a customer care specialist spends 20% of their time looking for information and context to resolve a customer’s problem. That’s one whole day in a work week!

AI can help organize information so that it’s easily digestible and relevant to a customer’s enquiry. Woveon’s Intelligent Response framework for example, will change the information it displays to assist agents based on the flow of conversation. If a customer talks about their personal loan, their loan details pop up. If the conversation shifts to their lost credit card, their shipping details will surface and agents are prompted to cancel the lost card.

Instead of wasting time looking for information, AI assistance leave agents more time to build a relationship and take up on untapped customer opportunities. Customers also love a quick and productive interaction. 69% attributed their good customer service experience to quick resolution of their problem.

Reduce repetitive admin tasks to open doors for higher value interactions

after call work repetitive call center agent woveon

Administrative tasks like After-call work (ACW) have been a constant headache for employees in customer-facing roles. Though they are necessary, it’s tedious, repetitive and and takes up too much time. Technology can help to reduce time spent on these menial tasks, leaving agents more time to build customer relationships and, in the process, make their jobs more productive and meaningful.

For example, Avaya has a natural language summarization tool to help agents process customer information post-call. Talkdesk automates call routing, where the customer is automatically paired with an agent with the best ability to solve their problem. Woveon can prioritize conversations real-time, based on customer importance, value, urgency, or a mixture of all factors.

Freeing up employee time away from menial tasks allow them to participate in higher-value activities.

Intelligent Analytics

customer business intelligence conversational analytics woveon

There’s no doubt that data analytics is incredibly beneficial for customer conversations. The trick is knowing what data to use, how, and when.

What data is being used matters because not all data is created equal. For example, rather than looking at metrics at a point in time (customer rated the agent 4 out of 5 for resolution), it’s much more important to look at the larger picture (that it took 3 calls and an hour on hold to get there).

How data is used is arguably more critical to conversational success. The key lies in knowing what datapoints to tie together, and what analysis to draw from it. A mesh of marketing and service data can show how a recent marketing campaign has affected conversation volume and NPS. A cluster analysis of related keywords in customer conversations can lead to discovery of a huge logistics flaw.

When to use what data is of particular importance to customer-facing agents. 74% of Millennial banking customers for example, want their financial institutions to send them information about services exactly when they need to see it. This could be information about personal loans when they’re starting to look for a house, or travel insurance before they intend to travel.

Companies these days have a wealth of data on their customers. In theory, organizations should have the ability to know who they are, what they need and what makes them defect to another company. However, lack of visibility on the holistic customer journey and customer intelligence tools stunt their ability to provide such excellence.

The following section will delve into three types of analytics particularly useful for managing customer conversations — predictive, clustering and revenue-generating.

Predictive Analytics

Predictive analytics provide foresight into potential customer problems and opportunities. Extracted from existing historical conversational, transactional and behavioral data, it can help agents better prepare for customer outcomes and trends.

A pretty common example is prediction of when influxes of customer conversations come in. For eCommerce businesses, holiday seasons generally see a spike in customer conversations and steadily reduces till the next holiday season. In a more complex scenario, predictive analytics can find that customers with a particular occupation, a certain concern and at a similar stage in their lives is actually a niche the organization hasn’t capitalized on.

Cluster Analysis

Now this one isn’t as common in a conversational technology, but is definitely worth mentioning. Cluster analysis involves conversations and customer information to be tagged, then for similar or related tags to be clustered together to draw insights.

Cluster analysis can draw out how topics in conversations can be relevant, or how particular customer segments can be feel about a product. This customer intelligence can then feed into other parts of the business. It could be used to help create a new automated customer workflow for upsells, or contribute to a new marketing campaign for a newly discovered customer segment.

Revenue-generating analytics

As repetitive and menial conversations are moving towards being solved by self-service solutions, agents must also move from a traditional support role to a hybrid service-to-sales model. This category of analysis is as the name suggests, analysis that serves to generate revenue for the business within conversations.

For example, Woveon’s Intelligent Response Framework suggests ways customer specialist representatives in banks can sell more products to their customers. A customer who fits the profile of ‘customers who typically get a black American express card’ will prompt a suggestion for the agent to talk the customer into an upgrade from their current card. A customer who is at a stage in their life where ‘customers like him are looking at buying a property’ will prompt a suggestion to link some home loan webpages, or a free session with a  financial planner.

Marketo research shows that only 10% of B2B companies’ revenue comes from initial sales. 90% of the revenue comes from following sales.

In the best possible scenario, this analysis is also delivered at the right time for an agent to capitalize on the opportunity, like in an intelligent response framework.

Be a data geek, not creep

data usage personalization privacy woveon business intelligence

Of course, it’s important to know that use of data should be “cool”, not “creepy”. There’s a fine line between the two that should never be crossed. Also, everyone’s fine line is drawn differently, so what one customer may think is cool, can be perceived as creepy by someone else.

Enterprises should have enough data about their customers to track and understand individual preferences, and see how customers respond to different use of their information at different points in the customer journey. Conversational intelligence and analysis tools can help create better relationships without overstepping the customer’s boundaries.

On a whole, customers don’t mind companies using their data for personalizing their experience and suggesting products and services that benefit them.

 

—–

While human contact is diminishing in volume, the quality and importance of each interaction increases. Forward-thinking organizations should be balancing quantity with quality to maintain a competitive advantage in customer experience. Technology can be a great booster to that end.

Have more ways you think businesses can improve on their customer conversations? Reach out to us to add to the article. We love chatting to like-minded people!

Shopify vs WooCommerce vs Prestashop vs Magento

These are some of the best e-commerce solutions available on the market. Let’s compare Shopify, BigCommerce, Prestashop and Mangeto.

Top 4 eCommerce Platform Comparison:

Let’s see which one is best for which purpose.

shopify brand logo

1. Shopify

Advantages:

  • It is ideal for small projects.
  • It is native eCommerce software.
  • Very easy to make beautiful looking stores.
  • You do not need hosting since it is cloud based
  • In a few clicks you have a shop mounted and working and with professional templates.
  • Can be easily used globally

Disadvantages:

  • You have to go through the Shopify tube: if there is something that the software cannot do, you will not be able to alter the code to make it work.
  • You do not have the flexibility to work on SEO like in other solutions.
  • You depend on a server that is normally in the United States.

Related:
eCommerce Case Study
CTR Benchmarks for the e-Commerce Industry 

woocommerce brand logo

2. WooCommerce

Advantages:

  • It is ideal for small and medium projects.
  • It works on shared servers with no problem. You do not need a dedicated server.
  • It is based on WordPress, making it easy to use.
  • There are many free templates that you can use to give it a professional look.
  • There are also premium templates.
  • Most templates that exist are responsive, meaning mobile UI does not need to be developed.
  • It allows integration with WordPress plugins and that, for example for SEO, is very good. You can use the Yoast SEO plugin for your online store.

Disadvantages:

  • It is based on WordPress, so it is still a plugin that works on a content manager and allows you to sell. It is not native eCommerce software.
  • Translations are not easy and depend on a plugin. Making translations in WordPress is often a pain.
  • It does not allow you to grow an extensive catalogue and multi-store.
  • WordPress is often the focus of hacking attacks and it is easy to find vulnerabilities.
  • Many of the features of an eCommerce such as marketing modules, loyalty, etc. that are included by default in Prestashop and Magento are not included in Woocommerce and you must buy extensions to have them

prestashop brand logo

3. Prestashop

Advantages:

  • It is ideal for small and medium-sized projects, and can handle large (but not huge!) projects.
  • The backoffice is very intuitive.
  • It works on shared servers with no problem. You do not need a dedicated server.
  • It is a native eCommerce software, so it includes many modules specifically for this type of application.
  • There are many free templates that you can use that have a professional look.
  • There are also premium templates.
  • It is an affordable solution.
  • It allows integration with external ERPs and software through web services.
  • Well prepared for SEO.

Disadvantages:

  • There are many modules included but some important functionalities require buying separate modules.
  • It does not allow you to grow an extensive catalogue and or go multi-store; The multi-store and warehouse system is very flawed.
  • If you require complex product listings (with fields not included by default) you must program.

magento brand logo

4. Magento

Advantages:

  • It is ideal for large and huge projects.
  • The multi-store, multi-language and multi-currency system works very well.
  • It is native eCommerce software, so it includes many modules specifically for this type of applications.
  • In addition, their business is not based on buying modules to cover functionalities, so you really have many included.
  • There are many free templates that you can use that have a professional look.
  • Most templates that exist are responsive.
  • It allows integration with external ERPs and software through web services.
  • Well prepared for SEO.
  • Allows you to have several different product tabs without programming.
  • The robustness of its core and its database make it better, more stable than other software.

Disadvantages:

  • It does not work well on shared servers, you need a dedicated or dedicated VPS server to work fine.
  • The backoffice is complicated to use.

Which one should you use?

If you have a small business then Shopify, WooCommerce or Prestashop will be great. For example, if you want a store to sell and that’s it, Woocommerce and Shopify can do everything you need. If you want to do marketing actions or complicate things a little more by taking data to build a small CRM or integrating my store with an ERP, then you should use Prestashop.

All of these are great solutions that will allow you to quickly manage your inventory, monitor your sales, and much more. The best way to choose the right solution is to first ensure that you know your project well. Think of all the requirements that you have from the e-commerce solution and then compare it to the features of these e-commerce solutions. You’ll then be easily able to pick the right one. It isn’t exactly easy to shift to another solution once you’ve built your store on one solution, so make sure you make the right choice the first time.

Also with the rise of several online businesses, you’ll need commercial warehousing space or be located in a logistics hub close to your suppliers. Flexible or coworking and serviced office providers such as osDORO can help connect your ecommerce with all the major providers from the US, UK and Asia.

Improving Communication with Clients like the Experts with Woveon

Good customer service is an aspect that every business has to focus on and it can make all the difference. With such extreme competition in the market, your customer services can be the reason why your customers keep coming back to you again and again. One of the biggest qualms that customers have is the lack of response they get.

While no one expects to get an instantaneous response, poor communication can be the reason behind why your customers are so disgruntled. In fact, a lot of stories relating to customer success usually have good communication covered. Good communication is easy to think off but a lot harder to implement since it doesn’t happen overnight.

Where does Woveon Conversational AI Platform fit in?

With social media and more, you might be wondering how to effectively improve your communication as each platform you use has its own inbox, notification centre and more. All in all, a business ends up having to deal with tons of messages on their own official email, Facebook, Twitter, Instagram, YouTube and even deal with text messages through WhatsApp if they utilise that platform. Wondering how do the experts handle this influx of messages? Get your hands on an app like Woveon.

woveon conversational AI platform dashboard

Woveon is one of the platforms you will find which help to address the problem of improving communication through different mediums. Developed for businesses, it is one of the leading tools which ensure customer success on different levels by enhancing your communication abilities. With easy integration as well as flexibility in use, you can easily incorporate Woveon into your business and streamline your communication with ease.

How does it help?

Wondering how Woveon can improve your communication and thereby improve your customer services? Woveon was specially designed to address issues in communication between businesses and their customers. Take a closer look at its features which are specifically designed to smoothen out communication and shorten the response time.

The best part about Woveon is that it was specifically designed by experts in customer services who know what problems a business faces and how to successfully overcome them. It also has a large number of benefits, some of the major ones being:

1. One Inbox
Woveon allows you to see all the messages you get in one single inbox, thereby simplifying the need to open different platforms and accessing the inbox. This also shortens down response time, saves time, energy and even the use of data as you now only have to access one platform in order to get to the messages.

2. Make Messages Easy to Sort
Sorting through your messages for a specific query doesn’t have to be a problem anymore. With Woveon, you can organise your conversations according to high value and other details. Give your customers the attention they deserve by using their sorting feature. This also makes it easier to address a particular issue and have it dealt with as soon as possible. You can’t lose it in your inbox any more.

3. Learn to Prioritise
Have certain clients that are high priority or a client problem which is also high priority? Use Woveon’s prioritisation services which allow you to highlight certain conversations and address them promptly. In this manner, you can ensure that anyone else who is responding to messages understands how a certain client has to be addressed. It also cuts out unnecessary delays and ensures that all messages are addressed and dealt with in time.

4. Personalise According to Preference
When it comes to preference, you can personalise Woveon not only according to your preference but to the customers as well. Customer success through proper personalisation has become huge and you can capitalise on this aspect with the help of Woveon. In this manner, you can also enhance the quality of your customer services by making each customer feel special. By opting for this feature, you can truly shine and stand out from your competitors.

Get a Trial

By working smarter instead of harder with Woveon, you can avail a number of different benefits which all add good value to your customer services. Whether you have limited resources or are not sure you want to commit to it as yet, you can easily try out Woveon’s features. Woveon makes it easier for new users to get a better idea regarding their services with the help of their 30 day trial that lets you take a closer look at all that it has to offer.

Request a demo today!

You can also take a look at user testimonials and more to learn about Woveon. The best part is that if you decide to work with them, there are a number of different subscriptions available that are suited to different business budgets. With their help, you will be communication with your clients like experts and creating your own customer success stories in next to no time!

Optimise Conversion Rates with Customer Analytics in Woveon

Conversion in the world of business marketing means that when a customer visits your website, they follow through and take the desired action. This desirable action could be anything depending on the services that are being provided and the course of action you want the customers to take. For example, creating an account on you website, signing up for your newsletter via email subscription, downloading of a particular app or a PDF, etc.  

In conversion rate optimisation (CRO), the course of action you want your customers to take will determine which factors need to be measured and optimised. Optimising the conversation rate is about creating a systemic and structured approach that will improve your website performance. In order to achieve that end, data is collected via insights such as user feedback and analytics. These insights are determined and defined by the distinguishing features and objectives of your website.

The optimisation process works by taking the current traffic on your website and turning it into a success for your business. CRO is responsible for ensuring that the traffic coming to your website is effectively utilised as well. It does not work on guesswork or on hunches and it is definitely not about getting a lot of users, irrespective of their degree of participation on your site.

How does it work?

Conversion rates are the total amount of conversions divided by the number of people visiting your website. Yet, a very important question arises here as to what kind of visitors are we talking about — total or unique? For example, sometimes, the same person visits the website but buys the product just once or not at all. While the total number of visits will include each of their visits, they are after all, only one customer. This is why the true estimation of the optimisation rates is done with unique visitors only. Although it may not be the case every time, but the key is to use the same standard every time.

In order to optimise the conversion rates, you need to make a few changes to your website layout. There is no single way to do that since one thing that works for a site might not work for the other. Conversion funnel of the websites is always full of barriers and the purpose of effective optimisation is to remove as many barriers as possible.

Factors determining the Conversion Rates

Conversion rates are dependent on the performance of your website. However, the major standard determining the rates is the customer analytics. How many people are visiting your website, out of that, what number of people are going through the whole process and performing the desired action? This measures the conversion rate.

In the present day, when technology has become so advanced, the world is interacting with each other using a number of different channels. For example, there is social media, the interaction on websites, emails, and the list goes on. Therefore, it becomes quite a task to measure the conversion rates.

Optimising Conversion Rates with Woveon 

Woveon makes use of the latest technology to provide the exact estimate of conversion rates for any website. It helps the representative in optimising the conversion rates by providing them with data of the experiences of a particular customer to avoid trouble on both parts. This will ensure an increased chance of conversion.

Another way in which the software helps is by means of machine learning and artificial intelligence. Both these technologies are effective in increasing the rate of conversions by providing an intelligent and timely response to the customers.

How can Woveon help?

Woveon works by sorting and organising all the conversions in order to identify high value customers. The software ranks conversions on the basis of importance and urgency. Since it has identified the important customers, it is not a difficult task anymore. The final stroke of intelligence that comes with using this technology is finding out the preferences of the customers before they would be able to identify themselves and this allows you to delight them!

Moreover, it is an easy to use application that can be accessed online and provides a centralised location to the business, allowing them to manage and prioritise their customers in the best way possible. It allows the clients to easily interact with them by means of any channel that they prefer. It makes use of a wide breadth of data along with social as well as machine listening with a clean user interface to manage inquiries, suggest content, and identify customers that are of high value.

Furthermore, it optimises the conversion rates of any business by allowing them to reach and cater to their customers at any point easily.