Imagine a team of a personal assistant, a career coach and a top-tier business developer, all providing you with instant, personalized feedback, easy-to-follow action points and strategic business insights based on a summary of your work, all to help you close more sales. A game-changer for productivity, revenue and professional growth, right?
We built just that. Say hi to “Call Insights”, the future of Digital Clienteling.
Much knowledge is lost from calls
While all our client data tells us that video consultations and Digital Clienteling are extremely efficient in driving sales, converting at a much higher percentage than regular e-coms, we also know that a lot of knowledge can be lost in the process, especially on busy days.
A Bambuser survey shows that Agents spend on average 40% of their time on post-call documentation and follow-ups.
Another finding is that 50% of conversation details are forgotten immediately after a call for various reasons, such as busyness and human error, leaving a potentially significant knowledge gap.
In addition, 75% of customers expect Agents to know their history and details without asking.
Call Insights aims to solve all these pain points.
The future of Digital Clienteling
Call Insights act as a personal assistant and sparring partner to Agents and managers, by automatically transcribing customer calls via speech-to-text AI technology.
This provides the Agent with a complete overview of a call, allowing them to focus on helping the customer rather than note-taking.
The transcription is just the raw data, though. In addition, Call Insights automatically updates the Call History in your Dashboard with a short summary of the call, action points based on the conversation with the customer and constructive feedback on how the Agent can improve their future calls.
All this data can be used by managers to analyze patterns, trends and unique customer insights that may have otherwise been missed.
Boost Agent productivity and improve customer relationships
Let Call Insights help train your staff while streamlining their workflow!
Here is how:
- Automatic transcription of calls captures all information from conversations with customers. This allows transparency and gives the Agent a laser focus on providing the best possible service, rather than taking notes.
- A summary of each call is automatically added to Call History, letting Agents remember conversations at a glance for a faster workflow.
All information is accessible the next time the customer calls, building closer relationships and more efficient sales calls by showing your customers that you know their preferences and history with your brand. - Each transcription extracts action points for the Agent, neatly presented as easily digestible points, making sure nothing falls through the cracks.
Maybe the Agent promised to look up certain information for the customer, promised to send a sample or needs to update the customer’s profile in a CRM.
Call Insights will list all these to-dos immediately after a call, helping Agents simplify their work and fly through their to-do lists without taking up any mental capacity.
- Based on each session, Call Insights provide AI-generated feedback for Agents, training them directly where they work to help them grow call by call.
Agents can receive feedback on anything from how to improve talking to customers, general performance, commonly asked questions and much more.
A new secret weapon for business strategy and sales
For managers, Call Insights provide additional advantages to help improve sales and spot changes in consumer behavior or emerging trends.
- Predefined prompts help uncover Key Issues, Key Trends and Customer Interests. Our AI analyzes call transcriptions to surface information in these three categories, helping you pinpoint common shopper problems or objections, recurring topics or changes in customer behavior as well as the products or topics generating the most engagement.
This will help you identify areas of improvement for your brand or new customer demands to meet before your competitors. - Custom questions can be entered for on-demand insights in addition to the predefined prompts. “What are customers asking about delivery times this month?”, “Which competitor is mentioned most in the calls?” or “How many calls concern gift giving?” are just a few examples of how you can ask for specialized information and analysis.
- In addition to strategic improvements for future campaigns, product launches and sales communication, managers can use the insights to coach Agents by providing extra product training in certain popular categories, for example.
Call Insights are available to all Enterprise customers now, and can be activated directly in the Bam Hub — completely self-serve, no additional integration required.
We’ve developed the features focusing on actionable information, optimized workflows and strategic insights for all stakeholders using the platform to make sure they deliver impact from day one. We can’t wait to see your performance!
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