Remote customer service made efficient with conversation analytics

Remote customer service made efficient with conversation analytics

A few months ago, no one knew how radically our work life was going to change in the coming months. Governments all over the world have requested companies to close their offices and work from home. This means that customer service agents are also working from home offices. Remote customer service is now the new normal.

Communication with customers is now happening only over the phone, emails and through other digital channels such as a self-service platform. This requires that companies become more digital and test alternative ways of working. It is also very important to ensure a high level of customer service. This requires more attention from the customer service manager and team leaders. Luckily, there are many tools that can help manage customer service teams remotely.     

For example, our conversational analytics tool brings the whole customer service centre to the home office. The analytics tool helps managers and team leaders dive deep into customer interactions. At the same time, agents are working from home. In a lot of places over the world, there is no possibility to go to work in the contact centre. Work is different from what it has been thus far, so we have to adapt.    

Here is a list of advantages of how conversational analytics can help in the remote customer service situation

Analyse customer conversations and avoid overload in customer service   

Analyse, which topics are more prevalent due to the current situation in near real-time. Inform customers proactively so that they don’t have to call or send an email to clarify any information. This ensures that the customer service volumes do not become too big and customer service queues are reasonable.

Be ready for new questions 

The current situation may cause new kinds of questions in customer service and agents need support to answer those questions correctly. Analysing customer conversations in near real-time gives managers and team leads visibility to see what kind of questions the situation causes and helps them make clear guidelines for agents. Agents can serve customers quickly without searching for information and ensure First Call Resolution.

Help your team adjust to remote customer service

Coach team members remotely by analysing each agents’ conversations separately. This is especially needed if there are new agents who have just started working in customer service and suddenly had to switch to working from home without a supportive team around. In a usual situation, team leads could go to the contact centre, sit next to the agent and quietly listen to the call to see how it is handled. Now when everyone is working remotely, this is no longer possible. Our customer conversation analytics tool allows team leads to focus on each agent’s calls separately and coach each team member from afar.

Plan your resources according to the situation 

Visibility to see inside customer conversations helps plan resources better during these extraordinary times. For example, if you see that calls on a particular technical problem are increasing, you can have more technical people on standby and solve those technical problems quickly. This is one way to ensure a good level of customer satisfaction – by being proactive about new issues.

Get notified of conversations which need attention   

Team leads can get an automated notification of all negative conversations. If there has been a negative call with a customer, this can be automatically assigned to team leaders. From there, they can listen to the call or read the transcript to figure out a way how to prevent the customer from churning or help the agent handle a similar situation in the future.

Use your time wisely   

Be productive when working remotely and save your valuable time by focusing on business-critical conversations. The system can automatically detect calls with a negative tone, churning customers, or conversations with a high sales lead score.     

We are happy that we have had the opportunity to help our customers during this unusual situation. Managers and teams leads have found great help from the tool in a situation where they had to suddenly manage their teams remotely.

Make sure to also read our Ultimate Guide to Efficiency with AI.

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