Track and record calls, analyze customer sentiment, measure ROI on campaigns
Scattered communication, inefficient analysis of customer sentiment and low ROI on campaigns
With similar-sounding insurance schemes in the market, everything boils down to sales capability. The better and efficient the sales strategy, more will be the signups for the insurance schemes. Telephonic conversation is still a widely used channel in insurance sales. Analysis of the calls is critical. Not only does it help analyse the call dynamics, but also helps explore what could be done to further improve the conversion rate. Insurance industry is filled with too many players, trying to woo the customers with their schemes and convince them to sign up. During such intense war, analysing sales becomes more important. There are several tools in the market that record the calls for later analysis however very few give the data points to draw actionable insights.
How Knowlarity’s cloud telephony services help insurance companies
With Automated Outbound Solutions, you can develop a personal connect with your customers by sending them wishes on special days, sending them messages with information exactly specific to them. Coupled with Text to Speech, outbound solutions allow you to generate an automated call for the customer which is personalized with details like the customer’s name, pending amount, total balance etc, depending on the purpose of the call.
When your customers call the toll-free or virtual number, an IVR greets your customers in a professional voice, and directs them to the person and department they wish to speak to without human intervention. Coupled with an ASR, the IVR records voice responses and the customer doesn’t need to type numbers in the dial pad. ASR makes the customer experience more human-like, making customers feel as if their interaction with the IVR is a human interaction
While most companies rely on managers to analyze this data, with cloud telephony, all of it can be automated. Automated Speech Recognition picks out certain keywords from each conversation and with keyword spotting, helps you understand which agent has the happiest customers. While you do not listen to all the calls, you still get data from what is happening in all of them, ensuring complete transparency about what’s happening between your agents and customers at all times.
Missed call services can also be used to conduct polls and get feedback, amongst many other things.
After deploying the solutions, the insurance company converts more clients than before due to AI-powered ASR’s insights. By the performing sentiment analysis of the client-representative interaction, a company can improve the sales pitch on the basis of customer sentiment. Text-to-speech based automated outbound solutions complement the insurance company’s marketing channels in reaching out directly to the consumer over the phone. Through artificial intelligence, customer sentiment can be analyzed to predict near accurate needs and deploy a feedback loop to improve the sales pitch.