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<?xml version="1.0" encoding="UTF-8"?><rss version="2.0" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:wfw="http://wellformedweb.org/CommentAPI/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:sy="http://purl.org/rss/1.0/modules/syndication/" xmlns:slash="http://purl.org/rss/1.0/modules/slash/" xmlns:media="http://search.yahoo.com/mrss/" > <channel> <title>InMoment</title> <atom:link href="https://inmoment.com/feed/" rel="self" type="application/rss+xml" /> <link>https://inmoment.com</link> <description></description> <lastBuildDate>Thu, 27 Mar 2025 21:39:14 +0000</lastBuildDate> <language>en-US</language> <sy:updatePeriod> hourly </sy:updatePeriod> <sy:updateFrequency> 1 </sy:updateFrequency> <generator>https://wordpress.org/?v=6.7.1</generator> <image> <url>https://inmoment.com/wp-content/uploads/2020/09/Favicon-150x150.png</url> <title>InMoment</title> <link>https://inmoment.com</link> <width>32</width> <height>32</height></image> <item> <title>How To Shorten Customer Surveys Without Losing Valuable Insights</title> <link>https://inmoment.com/blog/shorten-surveys/</link> <dc:creator><![CDATA[Cameron Opartkiettikul]]></dc:creator> <pubDate>Thu, 27 Mar 2025 00:27:00 +0000</pubDate> <category><![CDATA[Customer Experience]]></category> <category><![CDATA[Customer Experience Survey]]></category> <guid isPermaLink="false">https://inmoment.com/?p=28573</guid> <description><![CDATA[Shorter customer surveys boost engagement and response rates. Learn why less is more and get tips on optimizing your surveys effectively.]]></description> <content:encoded><![CDATA[<p>Let’s face it: shortening your <a href="https://inmoment.com/blog/steps-to-send-a-customer-experience-survey/">customer experience survey</a> can be overwhelming. You have so many priorities, stakeholders, and initiatives to inform and consider, but you want to capture that information with as few questions as possible in order to avoid survey fatigue.</p> <p>But shortening customer surveys is worth the investment. With shorter surveys, your business will get more responses, and those responses will be more accurate and complete. </p> <p>Here’s what you need to know about shortening surveys—the right way.</p> <h2 class="wp-block-heading">Benefits of Shortening Customer Surveys </h2> <p>There are plenty of reasons to <a href="https://inmoment.com/blog/why-you-should-abandon-long-annual-customer-surveys-and-use-always-on-microsurveys-instead/">move away from long annual surveys</a> in favor of more frequent microsurveys. No matter what form your surveys take today, shortening them can deliver benefits like:</p> <h3 class="wp-block-heading">Increased customer engagement</h3> <p>Shorter surveys are less intimidating, which encourages more customers to complete them and improves their overall experience while doing so. </p> <p>Long, complex surveys can create survey fatigue, leading to two different negative outcomes: </p> <ol class="wp-block-list"><li>Some survey respondents will give up on the survey partway through</li> <li>Some may form a negative customer sentiment based on a time-consuming (or seemingly invasive) survey </li></ol> <p>Our research shows that shorter is better: <a href="https://inmoment.com/blog/survey-design/">Surveys with seven questions or less</a> have the best likelihood of being completed.</p> <h3 class="wp-block-heading">Improved Data Quality and Accuracy</h3> <p>One reason brands go for longer surveys is data quantity. With a longer survey, you’ll get more data from every respondent—sounds like a good thing, right?</p> <p><strong>Not so fast: More data </strong><strong><em>is</em></strong><strong> good, but only if it’s </strong><strong><em>good data</em></strong><strong>. </strong></p> <p>One <a href="https://www.researchgate.net/publication/371961024_Data_Quality_and_Data_Quantity_Complements_or_Contradictions" target="_blank" rel="noreferrer noopener">rigorous academic study on big data</a> determined that increasing data quantity without maintaining or increasing quality accomplished nothing positive at all.</p> <p>Longer surveys may cause survey respondents to rush through their answers, or even provide inaccurate responses in an effort to get the process over with. It also increases your risk of survey abandonment.</p> <p>In contrast, narrowing your survey to a smaller set of well-crafted questions can improve response rate and accuracy, delivering more meaningful insights and higher-quality survey data.</p> <h3 class="wp-block-heading">Enhanced Customer Experience and Brand Perception</h3> <p>Survey fatigue doesn’t just affect data quality—it can even damage your brand by harming the customer experience.</p> <p>Most of us have been snagged by a poller conducting a telephone survey for some cause or group. The representative claims they need “just five minutes of your time.” Yet somehow, 30 minutes later, you’re still answering obscure, granular questions (and probably starting to sour on the group behind the poll!). </p> <p>Even more so in retail, customers appreciate brands that respect their time and are transparent about what they’re asking in online surveys.</p> <p>A well-designed, concise survey can actively improve brand perception and customer satisfaction. Customers feel heard and sense that your brand cares about what they have to say—while also respecting their time.</p> <h3 class="wp-block-heading">Reduced Survey Abandonment</h3> <p>Brands are constantly looking for <a href="https://inmoment.com/blog/how-to-increase-survey-response-rates/">ways to increase survey response rates</a>, but getting a user to click on a survey link isn’t the whole goal. You also need that user to stick with the survey all the way to the end. </p> <p>Surveys that are abandoned midway typically aren’t usable, so lowering the abandonment rate is a great way to improve data quality <em>and</em> true response rate. </p> <p>When you minimize the survey length and complexity of your brand’s surveys, you increase survey completion rates and lessen the likelihood of customers abandoning them partway through. This is a powerful change: You get more reliable and actionable feedback, and fewer customers get frustrated with the survey experience.</p> <h2 class="wp-block-heading">How Long Should Customer Surveys Be?</h2> <p>The general rule is that your survey should ask as few questions as possible while still getting your business all the answers you need. Ideally, a customer survey should take five minutes or less to complete. </p> <p><strong>Remember: Customers want to give direct feedback—but they also don’t want to spend more than a few minutes doing so.</strong></p> <p>To be transparent, brevity isn’t a cure-all. While a compact questionnaire can help produce more valuable responses, it doesn’t guarantee a higher response rate than a long survey.</p> <p>The vast majority of non-response actually occurs on the first page of the survey or when respondents never open the survey after receiving an invite—meaning that many non-responders do so before they see how short or long the survey is. </p> <p>Still, as we’ve shown, shortening surveys provides real value beyond response rates, like better engagement and brand perception, higher quality data, and a lower abandonment rate.</p> <p><strong>Dive deeper into this topic in our white paper by Dave Ensing:</strong> <a href="https://inmoment.com/resource/how-short-should-you-make-your-survey-dave-ensing/"><strong>How short should you make your survey?</strong></a></p> <h3 class="wp-block-heading">1. Aim for Short, but Complete Surveys</h3> <p>When creating a survey, ask as few questions as you can while still getting all the answers you need. Yes, that’s easier said than done, but not impossible! </p> <p>We recommend using a backward research process where you first ask your internal team, “What decisions do we want to make when we get our survey results, and what information do we want to be able to tell others?” </p> <p>Having other corporate departments in mind will help you create a short survey that’s still comprehensive. </p> <p>Additionally, your survey should include an open-ended question that allows your customers to talk about whatever they want. Your brand will get a better idea of what customers care about and want changed—and what you need to do to take action. </p> <p>Keep in mind that “short for shortness’ sake” is not necessarily a good thing. Customers are sometimes willing to take longer surveys, but it’s the thoughtfulness and quality of each question on a survey that matters. </p> <p>Your survey should be long enough to allow your customers to completely express themselves and tell their stories. With that context, your CX platform will be able to identify opportunities to maximize success and minimize friction—and isn’t that what we all want out of our customer surveys?</p> <h3 class="wp-block-heading">2. Think of Others Before Cutting a Question</h3> <p>A brand typically shortens its surveys because it isn’t using all the information. This makes sense, but the reality is that data can often become siloed, keeping other departments in the company in the dark. </p> <p>Corporate research managers may forget how their information can be useful for other departments (e.g., marketing, product development). So before cutting a question, make sure you know how that question relates to all segments of your business—not just your department. </p> <p>Additionally, before cutting a question, make sure you know who “owned” that question, and let them know why it’s being cut. For instance, if the information that stakeholder needs is already available elsewhere (such as via customer relationship management (CRM) software like Salesforce), let them know. </p> <p>Similarly, when shortening your customer experience survey, always keep the customer in mind. When we asked customers why they respond to CX surveys, the top reason was because they believed that companies valued their input. </p> <p><strong>Asking meaningful questions shows the customer that your business truly cares. </strong></p> <p>And you can go even further! For example, an InMoment client that manufactures medical devices and supplies tells customers they care by sending them letter updates explaining how they’ve taken action based on their survey responses.</p> <h3 class="wp-block-heading">3. Use Clear Language</h3> <p>You’ve heard it said that getting the right answers requires asking the right questions, but that’s not quite the whole story. You also have to make sure that your audience understands those questions (as well as their options for answering them).</p> <p>A vague question or one with an unclear answer scale will lead to muddled answers that harm your data quality and decision-making. In other words: Ask a bad question, get a bad answer.</p> <p>In your surveys, use simple, direct wording that’s tough to misinterpret. Also, make sure questions have a single subject/topic. Asking, “Did the sales and customer support teams meet your expectations?” creates confusion, since a “no” answer doesn’t tell you whether sales, CS, or both were the culprit.</p> <p>Instead of asking an open-ended question and letting the respondent answer with a “yes” or “no,” use a survey tool with a feature like <a href="https://inmoment.com/listen/">InMoment’s AI-powered Active Listening</a>. Active Listening uses AI to prompt for more details specific to what’s been shared, allowing a single question to get more actionable information.</p> <h3 class="wp-block-heading">4. Optimize Survey Flow and Structure</h3> <p>Questions are easier to understand when they arrive in a sensible order, so take time to evaluate and optimize the progression of your survey. Does question 2 build on the context of question 1, or does it veer off into a totally different area, giving respondents mental whiplash?</p> <p>If your survey is a little more complex, this could be a great place to use some split testing or<a href="https://www.nngroup.com/articles/ab-testing/" target="_blank" rel="noopener"> A/B testing</a> to determine optimal flow and structure.</p> <h3 class="wp-block-heading">5. Keep Response Options Concise and Relevant</h3> <p>You want to gather as much information as possible—to an extent. But you <em>don’t</em> want to give respondents unnecessary opportunities to muddy your data. For most questions, limit answer choices to only those that are necessary and relevant. Surveys that do this are easier to complete, and they deliver higher-quality data.</p> <h3 class="wp-block-heading">6. Make Your Survey Visually Appealing </h3> <p>Most of the time, you can’t control how and where people respond to your surveys, so make sure your survey works and looks good on any device type (phone, tablet, computer). </p> <p>Also, in an age of phishing schemes everywhere we turn, you don’t want customers worrying whether your survey is legit. So, make sure your survey is visually consistent with your brand’s imagery and design.</p> <h2 class="wp-block-heading">Build More Effective Customer Surveys With InMoment</h2> <p>Building better (and often shorter) customer surveys can empower your business to learn more from survey responses and adapt more quickly to what you learn. And it all starts with the right CX platform.</p> <p>InMoment is the Integrated CX platform built for enterprise businesses that need to understand customers and customer feedback at scale. It’s perfect for building customer experience surveys, and its advanced Conversational Intelligence capabilities can draw out insights even from unstructured data (like freeform and short answer survey question types).</p> <p><strong>See how easy it is to create powerful microsurveys with InMoment:</strong><a href="https://inmoment.com/survey-software-for-customer-experience/"><strong> Get started with InMoment</strong></a></p>]]></content:encoded> </item> <item> <title>7 Benefits of Conversational Intelligence for Team Development and Collaboration</title> <link>https://inmoment.com/blog/conversational-intelligence-and-team-development/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Tue, 25 Mar 2025 21:33:26 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89927</guid> <description><![CDATA[Boost team development with conversational intelligence. Explore 7 ways it improves collaboration, enhances communication, and drives business success.]]></description> <content:encoded><![CDATA[<p>The path to real improvement starts with understanding.</p> <p>Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes.</p> <p>Conversational Intelligence (CI) is transforming how teams communicate and grow, particularly in environments where clear, real-time interactions are essential—such as call centers. By analyzing conversation patterns, CI helps businesses understand customer needs more deeply, improve team communication, and identify opportunities for training and development. </p> <p>As a result, teams can build stronger relationships, improve collaboration, and continuously refine their approach to service and engagement.</p> <h2 class="wp-block-heading">What Does “Conversational Intelligence” Mean?</h2> <p><a href="https://inmoment.com/blog/conversation-intelligence/">Conversational intelligence</a> is the technological ability to understand, analyze, and extract meaning and insights from human dialog (and any other conversational text). </p> <p>It uses <a href="https://hbr.org/2022/04/the-power-of-natural-language-processing" target="_blank" rel="noreferrer noopener">natural language processing</a> (NLP), <a href="https://www.geeksforgeeks.org/ml-machine-learning/" target="_blank" rel="noreferrer noopener">machine learning</a> (ML), and artificial intelligence (AI) to interpret the sense, tone, content, and even outcome of a conversation. Then CI tools catalog and correlate those observations at scale, revealing patterns in conversational data that businesses can use to improve their operations, performance, and customer satisfaction. </p> <h2 class="wp-block-heading">Benefits of Conversational Intelligence for Team Development</h2> <p>Businesses use conversational intelligence for a variety of purposes. It shows up often in marketing and the sales process (such as with <a href="https://inmoment.com/blog/ci-for-location-based-campaigns/">location-based campaigns</a>) and retail (in the form of customer feedback)—but it’s also a great tool for developing contact center teams. </p> <p>Here’s how:</p> <h3 class="wp-block-heading">1. Better Coaching and Learning Opportunities</h3> <p>CI gives managers and leaders a clearer sense of how well their CX or contact center teams are performing, even identifying specific topics and responses that frequently lead to bad results. </p> <p>For example, CI software might identify an unusual number of repeat callers with a similar issue, all of whom got the incorrect answer on call #1. This is a problem every manager wants to solve, but this type of problem could go unnoticed for a long time if you’re using manual methods. </p> <p>By identifying learning opportunities and coaching needs early, CI software empowers leaders like you to provide more effective coaching, facilitate knowledge sharing, and promote continuous learning within teams.</p> <h3 class="wp-block-heading">2. More Effective Meetings</h3> <p>Conversational intelligence tools are also at the heart of the latest generation of smart meeting tools. We’ve had automatic transcription of what was said in a video meeting for some time now, but CI takes that transcription data and makes it even more useful in several ways. </p> <p>CI tools can intelligently summarize meetings (think smart meeting minutes, but more granular if you need more detail), create action items, advise on next steps, and perform other similar smart tasks. Some CI tools can also automatically translate meeting transcripts into other languages.</p> <p>Together these capabilities enhance the value and effectiveness of meetings, helping to make sure all team members are aligned on action items and next steps.</p> <h3 class="wp-block-heading">3. Better Feedback</h3> <p>When feedback is subjective, left up to the interpretation of individual managers, team members may disagree, resist, or even understand the opposite of what the manager was trying to communicate! </p> <p>CI helps managers and teams deliver and receive feedback that’s not just opinion—it’s backed up with unbiased evidence that connects behaviors and responses to outcomes.</p> <p>With CI, feedback isn’t just one person’s point of view anymore. It’s grounded in cold, hard facts. Communication based on facts is clearer, more actionable, and growth-oriented (because it constantly points to outcomes). It helps to grow self-awareness with less defensiveness, reframing issues as growth opportunities requiring follow-up rather than as personal attacks.</p> <h3 class="wp-block-heading">4. Greater Productivity and Employee Engagement</h3> <p>CI isn’t just about fixing problems—it also helps businesses lean into what they’re already doing well. </p> <p>Organizations can use <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a> to identify what kinds of conversational approaches are working well and quickly. Then leadership can communicate those successful, productive tactics to entire teams. </p> <p>As others adopt high-performing approaches and leave behind middling and low-performing ones, productivity ticks upward. What’s more, employees grow more involved because success breeds stronger engagement.</p> <h3 class="wp-block-heading">5. Better Conflict Resolution</h3> <p>Conversational intelligence tools also help teams navigate conflict more smoothly. Spotting and addressing problems earlier can tamp down the tension that would otherwise build up. </p> <p>The neutral, unbiased nature of data helps to lower the temperature, too. Using data to show the connection between behaviors and outcomes keeps things constructive and respectful so they don’t feel quite so personal.</p> <h3 class="wp-block-heading">6. Faster Onboarding</h3> <p>When new employees join the team, CI makes it possible to access past customer conversations and see key information in real time. Team members can understand company expectations and culture faster and more fully, and they can also quickly absorb effective ways to interact with customers.</p> <h3 class="wp-block-heading">7. Stronger Leadership </h3> <p>Last, CI can make senior leadership more effective in their work. Leaders can more effectively communicate vision and inspire trust when they have an accurate understanding of workplace performance. Leading by example with CI can help transform company culture into one that prioritizes collaboration, motivation, and shared success.</p> <h2 class="wp-block-heading">How To Implement Conversational Intelligence Effectively in Your Team</h2> <p>CI adoption starts with software, but doing it right takes more than just purchasing and setting up software. Follow these steps to start gleaning intelligent insights the right way.</p> <h3 class="wp-block-heading">Analyze Features and Choose the Right Software</h3> <p>Start by inventorying your needs. What specifically does conversational intelligence software need to accomplish for your business? List these out and start comparing your needs against feature sets from leading CX and CI tools.</p> <p>Key features to look for:</p> <ul class="wp-block-list"><li>Real-time transcription</li> <li>Sentiment analysis</li> <li>Reporting capabilities</li> <li>Translation functionality</li></ul> <p>If you’re new to CI or moving on from an older solution, don’t limit yourself during this phase. New features and capabilities may meet needs or solve problems that you don’t yet know are fixable.</p> <h3 class="wp-block-heading">Ensure Integration With Your Tools</h3> <p>By the time an organization is ready for an enterprise-grade Integrated CX suite, the business already has a complex tech stack in place. A good solution can replace some of the hardware and software you’re already using to run your business, but you’ll still rely on other tools from other providers for some business functions. </p> <p>Select CI tools that integrate seamlessly with the other tools in your tech stack (like collaboration platforms, CRM systems, and communication software) or that have <a href="https://zapier.com/blog/webhook-vs-api/" target="_blank" rel="noreferrer noopener">webhooks or API access</a> so you can build your own integrations. By integrating your CI solution with the rest of your tech stack, you’ll avoid workflow disruptions and duplicate data entry.</p> <h3 class="wp-block-heading">Customize for Your Team’s Needs</h3> <p>Every business (and even teams within a business) has its own set of goals, unique outcomes they want to achieve through analytics. With many tools the out-of-the-box settings and reports cover the basics for most customers, but you can unlock much richer and more detailed insights by customizing your CI settings to align with specific departmental or organizational goals.</p> <h3 class="wp-block-heading">Train and Onboard Team Members</h3> <p>CI tools can deliver powerful insights, but they can also be daunting—and maybe even frightening to contact center agents who worry about performance oversight or “big brother” listening to their work.</p> <p>Training is key here. When team members understand the power and value that CI tools offer—including the power to perform better as a call center agent—fear melts away and enthusiasm grows in its place. </p> <p>And don’t forget an additional layer of practical training or onboarding for the team members and leaders who use your CI suite in a more hands-on way. </p> <h3 class="wp-block-heading">Leverage Insights for Actionable Improvements</h3> <p>CI insights are all about improving. Just about any conversational form of data can be studied, and teams can refine and improve their processes based on what they find.</p> <ul class="wp-block-list"><li><strong>Refine communication strategies:</strong> Repeat successful tactics and eliminate unsuccessful ones.</li> <li><strong>Improve coaching: </strong>Make it outcome-focused and data-backed rather than personal and opinion-based.</li> <li><strong>Enhance collaboration: </strong>Identify communication gaps or points of conflict in internal comms.</li></ul> <p>By acting on trends and feedback you identify using your CI tool, you can lead your team and organization to steady, ongoing growth and improvement.</p> <h2 class="wp-block-heading">Empower Your Team’s Growth With InMoment’s Conversational Intelligence</h2> <p>Conversational intelligence is a truly transformational technology that helps organizations gain a deeper understanding of what’s happening in customer interactions. It’s a powerful tool for unlocking the full potential of your workforce, helping reps refocus on tactics that work.</p> <p>InMoment is an industry leader in all things customer experience (CX), including conversational intelligence. InMoment helps contact centers understand conversational unstructured data at scale, identifying both effective behaviors and business problems to be solved. </p> <p><strong>Start unlocking your conversational data today: </strong><a href="https://inmoment.com/demo-contact-center-intelligence/"><strong>Start your InMoment demo now.</strong></a></p>]]></content:encoded> </item> <item> <title>Should Customer Surveys Be Tailored to Location? What To Know</title> <link>https://inmoment.com/blog/do-customer-surveys-need-to-be-tailored-to-locations/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Mon, 24 Mar 2025 21:30:34 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89914</guid> <description><![CDATA[Should you customize surveys based on location? Learn how regional preferences affect customer feedback and when a tailored approach makes sense.]]></description> <content:encoded><![CDATA[<p>Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment.</p> <p>One frequent topic of debate among multi-location businesses is how to set up a customer survey program. Should you use one survey across the entire business, or should you customize surveys to each location? And if you choose to customize, how much is <em>too</em> much?</p> <h2 class="wp-block-heading">Do Customer Surveys Need To Be Tailored to Location?</h2> <p>The short version is yes, customer surveys should be tailored to location. This is true for most multi-location businesses and certainly all businesses with consumer-facing units, like restaurant and retail chains. </p> <p>Why? The biggest reason is because users’ experiences with your brand aren’t universal; they’re tailored to whichever location or locations the user interacted with. Whether you get a glowing review or a scathing one, most of the time those emotions aren’t directed at your brand in general as much as at the physical location where the customer had the experience. </p> <p>By tailoring customer surveys to individual locations, large brands can more easily zoom into challenges at the location level.</p> <h2 class="wp-block-heading">Why Customer Surveys Should Be Location-Specific</h2> <p>We’ve already gone on the record here: We believe customer surveys should nearly always be location-specific. Let’s drill deeper into the reasons why.</p> <h3 class="wp-block-heading">Regional Preferences and Market Differences</h3> <p>First, customer expectations, purchasing behaviors, and service preferences vary by region. </p> <p>There are countless examples of this, but let’s go with regional consumer trends. “Winter clothes” means one thing in Miami, Florida, and something entirely different in New England. The term may even have different connotations in Denver than in Seattle. </p> <p>In this scenario, lumping all survey data from different regions and demographics into one giant vat of data obscures what’s really happening. </p> <p>When a business doesn’t break up survey results by region, the data may suggest a product has mediocre performance when the reality is it’s massively popular in one region but less so elsewhere. </p> <h3 class="wp-block-heading">Improved Personalization </h3> <p>Location-specific surveys also allow businesses to customize and personalize at the location level. A brand may want to adjust its offerings, promotions, and messaging to align with regional customer needs or regional sales realities (such as an item that’s only available to U.S. customers or only those on the East Coast). </p> <p>National businesses also frequently test new offerings in one or two distinct markets before rolling out nationally. Producing localized surveys allows brands to capture specific feedback on that new item or service without confusing customers who’ve never seen or heard of it.</p> <p>By producing a more personalized survey, brands can enhance customer engagement and improve customer satisfaction with the survey itself. They can also follow up on localized results by making changes their target audience wants to see.</p> <h3 class="wp-block-heading">Actionable Insights and Targeted Improvements</h3> <p>Geographically segmented feedback is a key source of data, too. It enables more informed decision-making based on valuable insights found in region-specific information. </p> <p>With this level of granularity, businesses can make strategic choices about how to refine the products, services, and experiences they offer based on the unique needs of different markets. For example, gauging regional performance of a buzzy or viral item can help businesses predict when and where that virality might spread.</p> <p>Executive leaders, regional managers, and store managers can also benefit in unique ways from location-based survey reporting: With data broken down this way, leaders can quickly see and understand the data that’s most relevant to them.</p> <h3 class="wp-block-heading">Enhanced Performance Measurement</h3> <p>Analyzing survey data by location also gives businesses more granular insight into performance at multiple levels, from brand-wide to regional and all the way down to the individual store level. </p> <p>This level of analysis gives businesses deeper insight and greater flexibility, enabling them to compare customer satisfaction (CSAT) levels across different regions and customer base segments and identify areas for improvement.</p> <h3 class="wp-block-heading">Local Regulations and Compliance</h3> <p>Businesses engaging in different <a href="https://inmoment.com/blog/types-of-surveys/">types of surveys</a> in multiple regions have one more reason to customize their customer surveys, and it’s a big one: regulatory compliance. </p> <p>Surveys (especially digital surveys) selling to customers in some regions must comply with digital data privacy laws that may limit what kinds of information they can collect. For example, if you sell to customers in California or the European Union, you’re obligated to comply with the <a href="https://oag.ca.gov/privacy/ccpa" target="_blank" rel="noreferrer noopener">California Consumer Privacy Act (CCPA)</a> or the EU’s <a href="https://gdpr-info.eu/" target="_blank" rel="noreferrer noopener">General Data Protection Regulation (GDPR)</a>.</p> <p>An otherwise effective survey question might be a regulatory violation in those jurisdictions.</p> <h2 class="wp-block-heading">Best Practices for Creating Location-Specific Surveys</h2> <p>We hope by this point you’re convinced that location-specific surveys are the right approach for your business. But for most brands, execution may be a challenge. </p> <p>Follow these best practices to get the most possible out of your location-specific surveys. </p> <h3 class="wp-block-heading">Analyze and Identify Regional Cohorts</h3> <p>Proper survey methodology requires asking similar questions across all surveys so that you’re confident your metrics are all equivalent or comparable. Asking completely different sets of questions in different regions won’t allow you to (correctly) use all that data in a comparative way. </p> <p>So step one in creating effective location-specific surveys is something called <a href="https://clevertap.com/blog/cohort-analysis/" target="_blank" rel="noreferrer noopener">cohort analysis</a>: identifying and then grouping audience members that share a specific trait (in this case, region or location).</p> <p>Once you’ve made this identification, you can start identifying regional differences in responses that can inform what kinds of adjustments you make to questions.</p> <h3 class="wp-block-heading">Adapt Survey Content for Each Cohort</h3> <p>It’s essential to keep questions similar, but regional differences do exist. Often you do need to adjust survey questions to fit specific regional cohorts.</p> <p>This is a balancing act: you want to keep your survey as stable as possible so that you’re still comparing apples to apples, even when wording changes. But sometimes the wording must change if you want to capture regionally accurate responses.</p> <p>To ensure relevance, accuracy, and positive customer experiences, consider each of these areas.</p> <ul class="wp-block-list"><li><strong>Language & cultural sensitivity: </strong>Questions (especially when translated) need to reflect local dialects and <a href="https://www.gigcmo.com/blog/how-do-cultural-differences-impact-international-marketing" target="_blank" rel="noreferrer noopener">cultural norms</a> to avoid misinterpretation and offense.</li> <li><strong>Regional preferences & trends</strong>: Questions may need to be adjusted to fit the most popular or relevant products or services in an area. </li> <li><strong>Regulatory considerations:</strong> Questions must comply with local laws and data protection requirements, even if that means weakening some questions or omitting others entirely.</li> <li><strong>Product/service availability: </strong>Questions need to make sense based on the services, pricing, or customer experiences available in a region or at a location.</li></ul> <p>Active listening is another way to navigate adapting survey content. InMoment’s new AI-powered <a href="https://inmoment.com/news/inmoment-unveils-new-ai-powered-active-listening-agents-for-surveys/">Active Listening Agents</a> enable surveys to start with the same question but then (for open-text questions) dynamically prompt respondents for more contextual feedback based on the initial response. This is a powerful way to glean detail-rich insights while keeping the top-level methodology and structure of your survey intact.</p> <p><strong>One more tip: </strong>To avoid skewed response rates, keep the survey delivery method the same across all locations.</p> <h3 class="wp-block-heading">Keep Core Metrics Consistent While Adapting Certain Questions</h3> <p>Even though the wording and content of your survey questions changes in different locations, the core data you’re collecting should stay as consistent as possible. </p> <p>Keeping a consistent set of key performance indicators (KPIs) across all locations helps you understand performance across the organization. You just might have to use different approaches to get that information, based on regional differences in customer expectations and behaviors.</p> <h3 class="wp-block-heading">Leverage AI and Automation To Streamline Survey Customization</h3> <p>AI-driven survey tools can help brands scale their customer survey processes in powerful ways. For example, some tools can automatically translate customer surveys into one or more additional languages. Some tools can even personalize questions based on regional data and optimize survey distribution for different geographic audiences.</p> <p>InMoment is a powerful solution for customer feedback, market research, <a href="https://inmoment.com/blog/conversational-surveys/">conversational surveys</a> that allow for open-ended question types, and much more. Our fully Integrated CX platform helps you understand audiences, <a href="https://inmoment.com/blog/customer-survey-statistics-everything-you-need-to-know-about-gauging-customer-experience/">gauge customer experience</a>, and understand sentiment in conversational text.</p> <p><a href="https://inmoment.com/demo/"><strong>Schedule a demo</strong></a></p> <h3 class="wp-block-heading">Test Localized Versions Before Full-Scale Implementation</h3> <p>AI and automation are key tactics for scaling your customer survey customization. But no matter how human or how cyborg your customizations are, you still need QA, and it’s still a good idea to test them on a small scale before launching widely.</p> <p>Pilot testing your brand’s localized surveys can help you identify potentially embarrassing, damaging, or just plain confusing issues related to wording, cultural relevance, or semantic clarity. This approach gives you the chance to solve these problems before they roll out to thousands or millions of inboxes.</p> <h3 class="wp-block-heading">Analyze Location-Based Survey Data To Refine Strategies Over Time</h3> <p>It will take time and iteration to perfect your customer feedback surveys, and it’s okay if your first crack at survey design isn’t perfect. You’ll still benefit by using the survey responses you’ve collected to keep refining your approach to numerous aspects of your business. For example, you can use survey results to adjust your marketing strategies and how you approach customer support and customer experience. </p> <p>You can even use the customer data you’ve collected to identify weak or unclear points in your customer satisfaction surveys, which you can keep refining over time.</p> <h2 class="wp-block-heading">Deliver Personalized Surveys and Uncover Meaningful Customer Insights With InMoment</h2> <p>Personalized, location-specific surveys can reveal granular insights that are both powerful and actionable. But it can be a significant technical and logistical challenge to execute the shift from uniform, undifferentiated questionnaires to truly customized location-based surveys.</p> <p>InMoment is a different kind of survey software, a fully Integrated CX approach that helps brands ask the right questions of the right types of customers. With InMoment, brands can <a href="https://inmoment.com/listen/">collect and connect feedback across the entire customer journey</a>, then use Conversational Intelligence to understand and extract insights from that feedback.</p> <p><strong>See what InMoment can do for your brand: </strong><a href="https://inmoment.com/demo/"><strong>Schedule a demo</strong></a></p>]]></content:encoded> </item> <item> <title>Refining Your ICP With Conversational Intelligence: A Data-Driven Approach</title> <link>https://inmoment.com/blog/ci-insights-to-refine-icp/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Sun, 23 Mar 2025 21:27:37 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89913</guid> <description><![CDATA[Refine your ICP with conversational intelligence. Learn how AI-driven insights help you target the right customers and improve marketing precision.]]></description> <content:encoded><![CDATA[<p>Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the dark—you may have all the tools you need to hit your target, but that won’t help much when you have no idea where it is. </p> <p>An ICP is a detailed description of the best-fit customer from your target audience. It defines attributes like industry, company, and pain points, making it easier to determine which businesses in your target market would make the best customers. However, creating an accurate ICP is no easy feat, especially if you rely on old-school methods or broad assumptions. </p> <p>For a reliable profile, you need modern solutions that go beyond standard firmographics. Enter <a href="https://inmoment.com/blog/conversation-intelligence/">conversational intelligence (CI)</a>—AI-driven technology that analyzes customer interactions.</p> <p>Let’s look at how CI can help you refine your ICP. </p> <h2 class="wp-block-heading"><strong>What Role Does Conversational Intelligence Play in Refining an </strong><strong>ICP</strong><strong>?</strong></h2> <p>Conversational intelligence involves using machine learning (ML), artificial intelligence (AI), and natural language processing (NLP) to analyze human conversations. </p> <p>It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns.</p> <p>Through these insights, you can create highly accurate customer profiles and focus your resources and marketing efforts on the right leads. This is more important than ever since <a href="https://www.gartner.com/en/newsroom/press-releases/2024-05-13-gartner-cmo-survey-reveals-marketing-budgets-have-dropped-to-seven-point-seven-percent-of-overall-company-revenue-in-2024" target="_blank" rel="noreferrer noopener">marketing budgets have been on a decline since 2022</a>—you want to make the most of what you have. </p> <h2 class="wp-block-heading"><strong>Key Insights from Conversational Intelligence to Refine an </strong><strong>ICP</strong></h2> <p><a href="https://inmoment.com/blog/conversational-analytics/">Conversational analytics</a> provide “cheat codes” for building an accurate ICP by unlocking insights beyond obvious firmographics like your customers’ industries. They uncover sentiment, engagement, buying intent, and competitor mentions, giving you a well-rounded view of which target customers are likely to convert. </p> <h3 class="wp-block-heading"><strong>1. Identifying </strong><strong>Pain Points</strong><strong> and Buying Intent</strong></h3> <p>Conversational intelligence uncovers recurring challenges in customer conversations, which can help you determine what your target market struggles with most. It can look for phrases that highlight an unmet need, like “we’re frustrated with” or “we can’t figure out how to.” </p> <p>This technology also picks up subtle buying intent signals in text or audio conversations. For example, it can point to highly engaged customers—those actively asking questions about your product in conversations—to help you create an ICP that includes their attributes. </p> <h3 class="wp-block-heading"><strong>2. Analyzing Sentiment and Engagement Patterns</strong></h3> <p>Conversational intelligence provides conversation breakdowns that can help you segment customers based on how they feel about your brand—positive, neutral, or negative. </p> <p>It highlights customers who use positive language when interacting with your brand, like “This may be just what we need,” helping you focus on the most engaged prospects when creating your ICP. </p> <h3 class="wp-block-heading"><strong>3. Extracting Key </strong><strong>Demographic</strong><strong> and </strong><strong>Firmographic</strong><strong> Data</strong></h3> <p>CI uses real-world conversation data to spotlight high-converting market segments. If startups use the most positive language and tone, it can point you toward this group, allowing you to refine your ICP to include their specific industry, company age, and company size data. </p> <p>CI can also highlight demographic info disclosed in conversations, such as team size, the job titles of key decision-makers, and customer locations. This can help you work on your <a href="https://www.wordstream.com/blog/ws/2015/09/23/buyer-personas" target="_blank" rel="noreferrer noopener">buyer persona</a> and allow for well-informed <a href="https://inmoment.com/blog/ci-for-location-based-campaigns/">location-based campaigns</a>. </p> <h3 class="wp-block-heading"><strong>4. Tracking Competitor Mentions and Market Positioning</strong></h3> <p>Conversational intelligence goes beyond basic firmographic data to analyze how potential customers compare your business to competitor brands. </p> <p>It tracks competitor mentions in conversations, highlighting which brands potential customers talk about the most, as well as the specific features or offerings they value or, conversely, don’t like. This helps you determine how you stack up against the competition and uncovers who your perfect customers are. </p> <p>For example, if companies looking for a particular SaaS solution frequently mention a competitor because it provides specific integrations that your solution doesn’t, you can refine your ICP to focus on businesses that don’t need those integrations. </p> <h3 class="wp-block-heading"><strong>5. Optimizing Lead Scoring and Qualification</strong></h3> <p>CI uses qualitative insights from conversations to help teams refine ICP criteria and prioritize high-value leads. It detects signals that point to high interest levels and urgency, such as questions about pricing or phrases like “We need to go to market in the next X months,” pointing to the customer segments that should be on your high-priority list. </p> <p>CI also refines lead scoring and qualification by tracking potential customers’ levels of engagement. It highlights those who engage frequently with your team, which can help you refine your ICP to focus on ready-to-buy target accounts. </p> <h3 class="wp-block-heading"><strong>6. Uncovering Emerging Trends and Evolving Needs</strong></h3> <p>Customer needs and preferences aren’t static—your ICP shouldn’t be either. </p> <p>CI can help you create a dynamic customer profile by detecting shifts in customer behavior, expectations, and industry trends. For example, based on customers’ conversations with your sales team, it can offer insight into new pain points you can solve, helping you expand your current profile. </p> <h2 class="wp-block-heading"><strong>How to Leverage Conversational Intelligence to Refine Your </strong><strong>ICP</strong></h2> <p>Now that you know the value of CI in profile refinement, how do you leverage it to refine your ICP and fuel your marketing strategies? We’ll show you with this step-by-step guide.</p> <h3 class="wp-block-heading"><strong>Step 1: Choose a CI Tool and Collect Conversational Data from Various Sources</strong></h3> <p>Your choice of CI tool will impact the value of your data and the accuracy of your ICP. So don’t just pick the first tool you come across. Take time to assess each option, prioritizing features like:</p> <ul class="wp-block-list"><li><strong>Transcription capabilities</strong> to convert audio recordings to text for seamless AI analytics.</li> <li><strong>Conversation summaries </strong>to glean key takeaways from potential customers’ interactions with your brand, saving your sales and marketing teams time</li> <li><strong>Advanced text analytics</strong> to find common themes, pain points, and patterns to streamline the development process</li> <li><strong>Real-time insights </strong>from analyzing conversations as they occur, ensuring your teams always have access to the latest information</li></ul> <p>Once you find a tool that ticks all your boxes, collect conversational data from multiple touchpoints, including chatbots, messaging tools, customer interviews, sales calls, and surveys. This gives you a comprehensive understanding of customer needs and behaviors, which can help you develop a basic ICP. </p> <h3 class="wp-block-heading"><strong>Step 2: Analyze Conversations for Patterns, Keywords, and Sentiment</strong></h3> <p>Once you’ve collected data and formed a basic ICP, use your CI tool to further analyze conversations for recurring patterns, sentiment, trends, and frequently mentioned keywords. This can reveal customer interests, concerns, and intent, helping you refine your ICP based on what potential customers are actually looking for. </p> <h3 class="wp-block-heading"><strong>Step 3: Identify Key Themes to Distinguish High-Value Customers</strong></h3> <p>Narrow your ICP further by leaning on your CI tool to identify characteristics that define the most engaged and profitable customers. Look for commonalities (such as common pain points, product preferences, and buying motivations) in conversations, and then segment customers based on your findings. This differentiates high-intent customers from the rest, making it easier to identify their attributes. </p> <h3 class="wp-block-heading"><strong>Step 4: Refine </strong><strong>ICP</strong><strong> Criteria Using Conversational Insights </strong></h3> <p>Once you’ve segmented high-value targets from the broader market, look for common characteristics to understand what makes them your best customers. Are they in the same industry? Do they have similar needs? Do they share the same customer base? Do they have a comparable decision-making process? </p> <p>If you find common ground, feed the characteristics into your ICP to get a refined demographic, firmographic, and behavioral view of your ideal customer. </p> <h3 class="wp-block-heading"><strong>Step 5: Continuously Update </strong><strong>ICP</strong><strong> with Ongoing CI Insights</strong></h3> <p>You probably don’t have the same needs you did a couple of years ago, and your customers are the same—their needs and expectations will evolve with time. </p> <p>Prepare your business for these changes by regularly using conversational intelligence data to understand shifting market trends, customer expectations, and business growth strategies. Then revisit and refine your ICP based on the findings to make sure your marketing campaigns and sales strategies stay relevant. </p> <h2 class="wp-block-heading"><strong>Transform </strong><strong>Customer Data</strong><strong> into Meaningful Insights with InMoment</strong></h2> <p>If you’re targeting businesses that fit your current ICP—but your conversion metrics say otherwise—maybe it’s time to reevaluate who your perfect customer actually is. This time, invite conversational intelligence software to the party. It can help fine-tune your ICP by pointing to high-intent customers based on conversations with your brand. </p> <p>InMoment simplifies ICP development by pulling data from every customer touchpoint and uncovering common themes and patterns. </p> <p>Our platform goes beyond analyzing conversations to provide a fully integrated customer experience (CX) system that can pull signals from every medium, including CRM tools, to refine your ICP—so you can sell to those who are ready to buy. </p> <p><a href="https://inmoment.com/conversation-intelligence-analytics-software/"><strong>Schedule a demo with InMoment today</strong></a><strong> to learn how our platform can help you create a well-defined ICP that boosts your conversion rates!</strong></p>]]></content:encoded> </item> <item> <title>How Conversational Intelligence (CI) Improves Account Health</title> <link>https://inmoment.com/blog/how-conversational-intelligence-improves-account-health/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Sat, 22 Mar 2025 21:24:07 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89911</guid> <description><![CDATA[See how conversational intelligence helps businesses track account health, prevent churn, and personalize engagement through real-time conversation insights.]]></description> <content:encoded><![CDATA[<p>Want to improve your account health? Keeping customers happy and engaged is an excellent first step. </p> <p>But, if we’re being honest, keeping track of customer relationships with your brand—especially when you have thousands of interactions—isn’t exactly a walk in the park. Some issues may inadvertently slip through the cracks, causing customers to look elsewhere. </p> <p>That’s where <a href="https://inmoment.com/blog/conversation-intelligence/">conversational intelligence</a> (CI) becomes so valuable. It leverages artificial intelligence (AI) to analyze customer conversations, giving you real-time insights into customer sentiment and satisfaction with your brand. </p> <p>Great businesses aren’t built on sales alone—they’re built on relationships. Spotting pain points helps you connect, solve problems, and earn trust. If that sounds like a win-win scenario, let’s look at how CI enhances account health efforts.</p> <h2 class="wp-block-heading"><strong>What Is </strong><strong>Conversational Intelligence</strong><strong> (CI)?</strong></h2> <p>Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. CI leverages technologies like machine learning (ML) and natural language processing (NLP) to assess customers’ language patterns, tones, and response dynamics, eliminating the need to manually sift through thousands of calls, chats, and emails. </p> <p>With research showing that a great customer experience (CX) can <a href="https://www.mckinsey.com/us/our-insights/prediction-the-future-of-customer-experience" target="_blank" rel="noreferrer noopener">improve profit margins by 1% to 2%</a>—a considerable amount for large businesses—you need every tool in your toolbox to better understand customers and their needs. </p> <p>That’s why it’s important to invest in the right <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a> software, one with powerful features that fuel a variety of use cases, such as:</p> <ul class="wp-block-list"><li><strong>Automated </strong><strong>summaries</strong><strong>:</strong> Leverages conversational AI technology to highlight key takeaways from customer interactions—so you don’t have to do it manually </li> <li><strong>Transcription capabilities:</strong> Converts calls and other audio recordings into text for seamless AI-powered analysis</li> <li><strong>Text analytics:</strong> Assesses unstructured conversational data and picks up on patterns to highlight common pain points and opportunities </li> <li><strong>Scoring capabilities:</strong> Analyzes customer support performance, highlighting strengths and areas for improvement </li> <li><strong>Omnichannel data integration:</strong> Monitors customer interactions across every touchpoint (social media, chatbots, messages, and phone calls) for a comprehensive view of customer engagement </li></ul> <h2 class="wp-block-heading"><strong>The Connection Between CI and Account Health</strong></h2> <p>CI can significantly impact account health efforts for CX teams by offering valuable insights on how to improve interactions. Here’s a deeper look at how the two relate.</p> <h3 class="wp-block-heading"><strong>Capturing </strong><strong>Customer Sentiment</strong><strong> and Satisfaction Trends</strong></h3> <p>CI assesses customer conversations across different mediums, analyzing everything from language to tone in order to detect when customers are happy, frustrated, or dissatisfied—even before their sentiment appears in survey results and support tickets. </p> <p>If your CX team notices sentiment and satisfaction are starting to dip, they can proactively engage at-risk customers before minor issues escalate and affect account health. </p> <h3 class="wp-block-heading"><strong>Identifying Customer </strong><strong>Pain Points</strong><strong> and Opportunities for Expansion</strong></h3> <p>CI picks up on commonalities, gathering data that can help you identify concerns, frustrations, and customer intent. </p> <p>Are a large swath of customers experiencing a common issue with your product or brand? What would they like you to do better? What do they say drives them toward completing purchases? </p> <p>These are all questions CI can answer, helping account managers determine what consumers value most. Identifying—and subsequently addressing—these pain points and opportunities can lead to higher engagement and satisfaction. </p> <h3 class="wp-block-heading"><strong>Measuring Engagement Levels to Assess Account Health</strong></h3> <p>While traditional static metrics like service renewals and the number of support requests submitted can offer some insight into account health, they may not provide the full picture. </p> <p>For example, service renewals may not always indicate customer happiness, as some customers may be renewing their subscriptions while actively looking for something better. (Hey, we’ve all done this at some point.)</p> <p>CI goes the extra mile, tracking more reliable factors like response times, interaction frequency, and conversational sentiment. This allows customer success teams to segment accounts by engagement risk, promoting proactive intervention where warranted. </p> <p>If a once-active customer starts taking longer to engage with your team, or a once-positive customer begins to express frustration, you can categorize them as high-risk and amp up your engagement efforts to retain interest. </p> <h2 class="wp-block-heading"><strong>Key Ways </strong><strong>Conversational Intelligence</strong><strong> Improves Account Health</strong></h2> <p>It’s not feasible or practical for businesses to invest in every solution on the market, so if you’re wondering whether or not a conversation intelligence platform is worthwhile—we get it. If you still have hesitations about CI’s value, let’s dig deeper into the benefits as they relate to account health.</p> <h3 class="wp-block-heading"><strong>Enhancing Account Monitoring with </strong><strong>Real-Time</strong><strong> Analytics</strong></h3> <p>With CI, gone are the days of relying on lagging indicators for decision-making. You can say goodbye to relying on periodic surveys, renewal rates, or gut feelings that never seem to improve customer retention. </p> <p>CI continually analyzes customer interactions with your brand across channels to assess sentiment and engagement, providing accurate, actionable insights into your account health. </p> <h3 class="wp-block-heading"><strong>Detecting Early Signs of Churn and Dissatisfaction</strong></h3> <p>While customer acquisition is an important investment, customer retention should be a priority. The <a href="https://www.forbes.com/councils/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/" target="_blank" rel="noreferrer noopener">cost of retaining existing customers</a> is lower than that of acquiring new ones, and<a href="https://www.superoffice.com/blog/why-existing-customers-matter/" target="_blank" rel="noopener"> </a>it’s also <a href="https://www.superoffice.com/blog/why-existing-customers-matter/" target="_blank" rel="noreferrer noopener">quicker to sell to existing customers</a>.</p> <p>CI helps nurture relationships with current customers by identifying and highlighting signals of frustration, such as drops in engagement and negative sentiment trends. This way, you can step in with proactive interventions to minimize churn risks and nip dissatisfaction in the bud. </p> <h3 class="wp-block-heading"><strong>Automating and Refining Account Health Scoring Models</strong></h3> <p>CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations. </p> <p>This promotes <a href="https://inmoment.com/blog/contact-center-optimization/">contact center optimization</a> by easing the burden on your team and providing an evolving and more accurate picture of customer satisfaction. And a dynamic view of customer engagement and satisfaction helps your team prioritize high-risk accounts before it’s too late. </p> <h3 class="wp-block-heading"><strong>Reducing Subjective Bias in Account Assessments</strong></h3> <p>Human-based assessments are subjective. Where you see a happy and engaged customer, someone else may see a customer who’s about to jump ship. Unfortunately, relying on gut feelings and inconsistent account reviews could make it challenging to follow up with the right customers on time. </p> <p>CI eliminates bias by relying on actual data rather than personal opinions. This can make all the difference when trying to boost customer retention. </p> <p>InMoment’s Smart Summaries solution, for example, analyzes conversations and provides data-driven, objective insights into account health. Using our AI-powered technology, contact centers can <a href="https://inmoment.com/news/inmoment-unveils-product-advancements-to-improve-contact-center-experiences-and-online-reputation/">reduce average handle time (AHT) by 33%</a> by eliminating time-consuming administrative tasks that human agents would typically do. </p> <h3 class="wp-block-heading"><strong>Improving Customer Engagement and Personalization</strong></h3> <p>The value of personalization is undeniable. Companies that offer personalized experiences are <a href="https://www.deloittedigital.com/us/en/insights/research/personalizing-growth.html" target="_blank" rel="noreferrer noopener">71% more likely to register improved customer loyalty</a>, and CI can help your success team personalize experiences by identifying customers’ preferences. </p> <p>It looks at changes in customer sentiment under different circumstances, highlighting what your audience values the most. This helps you make well-informed personalization decisions, potentially improving customer relationships by meeting customer needs as they emerge. </p> <h2 class="wp-block-heading"><strong>Strengthen Your Account Health Strategy with </strong><strong>Conversational Intelligence</strong><strong> from InMoment</strong></h2> <p>As customer needs evolve and competition grows, it’s become increasingly important for brands to monitor their account health. CI helps by analyzing interactions across all business channels and providing real-time insights into customers’ sentiment and engagement. </p> <p>CI takes the guesswork out of account health management and helps customer success teams be more proactive, reducing churn and improving the customer experience. </p> <p>With InMoment’s conversation analytics software, you get a holistic view of customer interactions across all touchpoints. Our conversation intelligence tools not only help you improve customer experiences by showing you what matters most, but also promote superior customer service by providing insights into agent performance for continual improvements. </p> <p><a href="https://inmoment.com/conversation-analytics-software/"><strong>Get started with InMoment today</strong></a><strong> to improve your account health with actionable, data-driven insights!</strong></p>]]></content:encoded> </item> <item> <title>The Key Insights Teams Gain From Conversational Intelligence</title> <link>https://inmoment.com/blog/conversational-intelligence-insights/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Fri, 21 Mar 2025 21:20:37 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89910</guid> <description><![CDATA[Discover the key insights teams unlock with conversational intelligence. Learn how CI helps improve customer experience, sales, and marketing strategies.]]></description> <content:encoded><![CDATA[<p>Competition for customers’ attention is fiercer than ever. A wrong move on your part—be it failing to solve customers’ issues or offering subpar support—could see them looking elsewhere, affecting your retention numbers. </p> <p>To reduce churn, you need to elevate the customer experience (CX). And we know just the solution to help you:<a href="https://inmoment.com/blog/conversation-intelligence/"> conversational Intelligence (CI)</a>. </p> <p>CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers’ interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. </p> <h2 class="wp-block-heading"><strong>What Are </strong><strong>Conversational Intelligence</strong><strong> Insights?</strong></h2> <p>Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand.<a href="https://inmoment.com/blog/conversational-analytics/"> </a></p> <p><a href="https://inmoment.com/blog/conversational-analytics/">Conversational analytics</a> software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you. </p> <p>These insights can help you understand customer intent, sentiment, and engagement patterns, improving decision-making, brand-customer communication, and overall customer experiences. </p> <p>With <a href="https://www.pwc.com/us/en/services/consulting/business-transformation/library/building-customer-loyalty-guide/how-customer-experience-drives-customer-loyalty.html" target="_blank" rel="noreferrer noopener">37% of consumers leaving brands solely because of poor experiences</a>, the value of these insights can’t be ignored. Think of them as the secret sauce for building customer loyalty. </p> <h2 class="wp-block-heading"><strong>The Key Insights Gained from </strong><strong>Conversational Intelligence</strong></h2> <p>Conversational intelligence is the gift that keeps on giving. It provides a wide range of insights—customer sentiment, pain points, common concerns, market trends, and even agent performance. So you never have to guess what customers want, what drives them to action, or how well your teams meet their needs. </p> <h3 class="wp-block-heading"><strong>Customer Sentiment</strong><strong> and Emotional Tone</strong></h3> <p>With conversational intelligence, you can identify customers who are about to jump ship and focus on retention efforts. </p> <p>The technology analyzes conversation tones, word choices, and contexts, highlighting the telltale signs of unhappy, dissatisfied, and disengaged customers early on. Based on these findings, you can segment at-risk customers and take proactive steps to minimize the risk of attrition. </p> <h3 class="wp-block-heading"><strong>Customer </strong><strong>Pain Points</strong><strong> and Needs</strong></h3> <p>Customers often voice their unmet needs, frustrations, and recurring challenges with customer support and sales teams. CI software detects these concerns in real time, giving you the info you need to refine your brand’s offerings and messaging. </p> <p>It can show your product development team which features to focus on when creating or updating your offerings, as well as help marketing and sales reps craft messaging that speaks to customers’ frustrations to boost conversion rates. </p> <h3 class="wp-block-heading"><strong>Buying Intent and Decision Triggers</strong></h3> <p>Conversational intelligence picks up on both apparent and subtle buying signals by analyzing every aspect of your team’s interactions with potential customers. </p> <p>It can pinpoint direct signals, like customers asking when they can get started with your solution, and the not-so-direct ones, like pricing questions. This can help you qualify leads more effectively, allowing you to focus on high-intent potential customers. </p> <p>CI technology can also highlight the factors influencing purchase decisions by assessing the kinds of questions customers ask before committing. This can facilitate well-informed development decisions and show you what to highlight in marketing campaigns. </p> <h3 class="wp-block-heading"><strong>Customer Preferences and Behavioral Patterns</strong></h3> <p>Communication intelligence reveals customers’ preferred communication styles and channels by assessing how they engage with your brand and their most used mediums. This helps you tailor future communications to align with their preferences. </p> <p>The technology also breaks down customers’ product or service preferences, purchasing behaviors, and decision-making processes, which can facilitate better personalization. For example, it can identify customers who frequently reach out to your sales team to better understand products before committing, so you can be proactive in future interactions. </p> <h3 class="wp-block-heading"><strong>Objections and Barriers to Conversion</strong></h3> <p>It can be difficult to pinpoint what makes customers hesitate or say no to your offerings, especially if you have many teams working in silos. CI software provides insights by integrating data from sales conversations and inquiries and looking for common concerns among customers who say no. </p> <p>These insights can help marketing and sales leaders refine their messaging and pitches for better deal closure rates in future interactions. For example, if your tool reports that customers say no because they’re unfamiliar with your brand, teams can incorporate social proof elements, like customer testimonials and case studies, into future pitches to put potential customers’ minds at ease. </p> <h3 class="wp-block-heading"><strong>Emerging Market Trends and Popular Topics</strong></h3> <p>Conversation intelligence software analyzes large data sets, looking for frequently mentioned keywords and phrases. These terms can provide insight into evolving customer needs and industry trends, allowing you to adjust your strategy accordingly. </p> <p>If customers ask about sustainability, for example, you can start to budget for eco-friendly initiatives or highlight them in your interactions if you already have some running. Staying ahead of shifting customer needs and expectations helps you stay competitive. </p> <h3 class="wp-block-heading"><strong>Competitor Mentions and Market Perception</strong></h3> <p>Conversational intelligence analyzes competitor mentions in interactions, showing you who your biggest competitors are and how customers compare your offerings. This information can help you identify areas where competitors are outperforming you and uncover differentiation opportunities. </p> <p>In other words, if customers mention your brand and competitor brands in price comparison contexts, you’ll know to focus on your affordability (if you’re cheaper) or your product’s value (if you’re more expensive) in future conversations. </p> <h3 class="wp-block-heading"><strong>Customer Journey</strong><strong> Insights and Engagement Patterns</strong></h3> <p>Conversational intelligence tracks customer interactions across different touchpoints, from the point of first contact to post-purchase. By doing so, it can help you identify when customers are the most engaged and where in the sales funnel they drop off—so you know what to improve to boost engagement and conversions. </p> <p>It can also highlight customers’ questions or concerns at every stage of their purchase journeys, helping you create the right content for each one. </p> <h3 class="wp-block-heading"><strong>Sales and Upsell Opportunities</strong></h3> <p>CI tools detect signals for <a href="https://monday.com/blog/crm-and-sales/cross-selling/" target="_blank" rel="noreferrer noopener">cross-selling and upselling</a> by analyzing conversations for high-interest phrases and concerns. For instance, if you’re a SaaS brand with tiered plans, it can look for questions about accessing more advanced features or increasing the number of platform users and recommend upselling opportunities. </p> <p>These insights can help you capitalize on selling opportunities and maximize your revenue potential. If you offer bundled products, they can also help you better package your offerings to meet customers’ needs. </p> <h3 class="wp-block-heading"><strong>Agent Performance</strong><strong> and Training Needs</strong></h3> <p>Conversational intelligence doesn’t just monitor the customer’s end. It also evaluates how customer-facing teams handle interactions, pinpointing both high-performing agents and areas that need improvement. </p> <p>These insights can inform agent appreciation initiatives and show you what to focus on in training to improve customer satisfaction and sentiment. </p> <h3 class="wp-block-heading"><strong>Compliance and Risk Management</strong></h3> <p>CI assesses conversation content and shared information against regulatory requirements, flagging compliance violations that can cause legal risks. This allows you to take appropriate steps to minimize your risk exposure, like engaging legal professionals early. </p> <p>The AI-driven technology also analyzes interactions against internal company guidelines and highlights violations, letting you know when policy refreshers or updates are needed. </p> <h3 class="wp-block-heading"><strong>Predictive Analytics and Future Behavior Trends</strong></h3> <p>CI can also help you prepare for future challenges or opportunities by predicting customers’ actions based on historical conversation data. </p> <p>Say your data shows that customers frequently talk about competitors before they abandon ship. It can look for this red flag in current interactions, letting you know when there’s a high churn risk so you can take proactive retention strategies. </p> <p>Similarly, if it determines that potential customers start engaging more frequently just before they’re about to convert, it can look for this signal in current conversations, helping you prepare for increased product or service demand. </p> <h2 class="wp-block-heading"><strong>How Different Teams Can Use CI Insights to Their Advantage</strong></h2> <p>Conversational intelligence insights take the guesswork out of many teams’ interactions with customers, empowering them with the information they need to promote positive outcomes. Here’s a quick look at the teams that benefit most and how they can leverage these insights effectively.</p> <h3 class="wp-block-heading"><strong>Customer Support</strong><strong> and Success Teams</strong></h3> <p>CI insights help customer support and success teams protect account health by identifying frustrated and dissatisfied customers. They can then prioritize them for immediate follow-ups and support, potentially reducing churn. </p> <p>These insights also highlight recurring concerns, trends, and team performance, which can inform response quality improvement and skill development efforts. </p> <p><strong>Example:</strong> Contact center agents in the telecom industry use CI to identify customers at risk of churning based on sentiment and engagement patterns, passing them over to retention to proactively address their issues and find a resolution.</p> <h3 class="wp-block-heading"><strong>Marketing Teams</strong></h3> <p>With <a href="https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/beyond-belt-tightening-how-marketing-can-drive-resiliency-during-uncertain-times" target="_blank" rel="noreferrer noopener">most companies cutting marketing budgets first in periods of market uncertainty</a>, marketing teams can’t afford to make unfounded guesses when running campaigns. </p> <p>CI insights promote well-informed marketing campaigns by helping teams refine their ideal customer profiles (ICP). They highlight both demographic and firmographic data, as well as areas like pain points and decision triggers—all vital for ICP development. Well-defined ICPs minimize the risk of wasting resources on target markets that are unlikely to convert. </p> <p>Further, these insights also reveal customer communication preferences and motivations, which can help teams refine messaging and campaign strategies to resonate better with their target audiences. They also pinpoint high-intent customers and help teams identify them within each geographic area, allowing for well-informed <a href="https://inmoment.com/blog/ci-for-location-based-campaigns/">location-based campaigns</a>. </p> <p><strong>Example:</strong> A B2B marketing team’s CI software detects that customers frequently ask about product integration capabilities. To encourage conversions, the team highlights its solution’s capabilities and mentions the kinds of tools it integrates with in marketing campaigns. </p> <h3 class="wp-block-heading"><strong>Sales Teams</strong></h3> <p>The days of pitching to every potential customer and hoping they’ll convert are over—thanks to CI technology. It differentiates hot and cold leads by looking for buying signals like “we’re in the market for something like X,” allowing sales teams to prioritize high-intent segments. </p> <p>CI insights also highlight customer pain points and the reasons for hesitation or objections in the sales process, helping teams develop more effective pitches and overall sales strategies. </p> <p><strong>Example:</strong> A health and wellness sales team uses CI to analyze its interactions with customers and finds that they hesitate to book services because they aren’t sure what’s included. Based on this insight, the team revises its sales pitch to clearly lay out what’s offered in each package and what customers can expect if they sign up.</p> <h3 class="wp-block-heading"><strong>Customer Insights Teams</strong></h3> <p>Manually combing through mountains of data to understand customer behavior, needs, and preferences can feel like punishment, even for the hardest-working employees. Plus, the process takes a lot of time, which doesn’t cut it in the world of constantly evolving customer needs. </p> <p>Luckily, customer insights teams can always use CI. It analyzes large datasets to identify themes, patterns, pain points, and trends that could improve customer understanding. </p> <p>Take <a href="https://inmoment.com/blog/your-treasure-map-to-customer-insights/">Discover</a>, one of InMoment’s latest products. It analyzes billions of data points to identify CX insights and sends you notifications in real time, keeping you informed on dynamic customer needs and industry trends. </p> <p><strong>Example:</strong> Thanks to CI, a customer insights team in the automotive industry determines that sustainability is becoming a growing concern for current customers. Therefore, it recommends that the brand consider adding new models and trim packages to its limited line of electric vehicles. </p> <h3 class="wp-block-heading"><strong>Product Teams</strong></h3> <p>CI insights help product teams prioritize feature developments based on direct customer feedback and real-world demand, aligning products with user needs. </p> <p>These insights also highlight usability issues that impact the customer experience and product gaps (based on comparisons with competitors), helping product teams focus on developments that positively impact customer retention and brand positioning. </p> <p><strong>Example:</strong> A software development product team finds that customers frequently struggle to navigate their solution’s interface. To reduce the risk of churn, it prioritizes improving its product’s ease of use over adding new features. </p> <h3 class="wp-block-heading"><strong>Ecommerce</strong></h3> <p>CI helps ecommerce teams improve customer service and personalize shopping experiences by analyzing customer interactions related to product inquiries, shipping concerns, and purchase behavior. By addressing deficiencies in these areas, teams can improve conversion rates and minimize cart abandonment. </p> <p><strong>Example:</strong> CI insights help an ecommerce brand segment customers by the products they show the most interest in, facilitating personalized messaging and offers. </p> <h2 class="wp-block-heading"><strong>How To Implement </strong><strong>Conversational Intelligence</strong><strong> for </strong><strong>Actionable Insights</strong></h2> <p>Implementing conversational intelligence into customer interactions is relatively straightforward. Use this step-by-step guide to start leveraging CI for actionable insights in your business.</p> <h3 class="wp-block-heading"><strong>Step 1: Choose the Right CI Tool</strong></h3> <p>The first step is to choose a reliable conversation intelligence tool that aligns with your needs. Your top priority should be finding one that goes beyond transcribing interactions, providing actionable insights into things like customer engagement levels and pain points. </p> <p>That said, transcription capabilities are still pretty great, as they convert audio recordings to text for easier analysis. Other factors to consider include:</p> <ul class="wp-block-list"><li><strong>Sentiment analysis</strong><strong>:</strong> Your tool should be able to gauge whether customers’ feelings toward your brand are positive, neutral, or negative based on their tone and word choice. </li> <li><strong>Summarization:</strong> This feature eliminates the need to sift through heaps of customer conversations to gather hidden gems.</li> <li><strong>Agent performance</strong><strong> </strong><strong>metrics</strong><strong>:</strong> Scorecards can help you identify both high-performing agents and areas for improvement. </li> <li><strong>Categorization capabilities:</strong> The ability to classify customer conversations by sentiment, buying intent, or specific keywords can streamline analyses. </li></ul> <p>Beyond these factors, you also need to assess a conversation intelligence platform’s ease of use, scalability, security, and integration capabilities before committing to make sure it’s the right fit. </p> <h3 class="wp-block-heading"><strong>Step 2: Integrate CI with your Existing </strong><strong>CRM</strong><strong>, Marketing, and Analytics Platforms</strong></h3> <p>After finding the right tool, integrate it with your current customer interaction systems, including: </p> <ul class="wp-block-list"><li><strong>Customer relationship management (</strong><strong>CRM</strong><strong>) tools</strong> like Salesforce and HubSpot</li> <li><strong>Data management solutions</strong> like Zapier and Oracle</li> <li><strong>Communication platforms </strong>like Slack and Gmail</li> <li><strong>Review platforms</strong> like Outreach and Google Reviews</li> <li><strong>Analytics platforms</strong> like Google Analytics </li></ul> <p>Integrating CI with existing systems promotes a smooth flow of conversation data, making it easier for teams to track insights across customer interactions and marketing campaigns. </p> <h3 class="wp-block-heading"><strong>Step 3: Define the </strong><strong>Metrics</strong><strong> and KPIs your Team Will Track With CI Insights</strong></h3> <p>While less overwhelming than actual conversation data, CI insights can seem like a lot if you don’t know what to focus on. So set clear objectives and define key metrics and KPIs upfront. </p> <p>Depending on your objectives, you might track metrics like call resolution rates, engagement scores, lead conversion rates, and customer sentiment scores. If your main reason for investing in CI software is to improve agent performance, for example, call resolution rate would be an excellent metric to monitor. </p> <h3 class="wp-block-heading"><strong>Step 4: Use CI Data to Iterate and Refine Strategies Continuously</strong></h3> <p>The final step is to use your CI insights to refine communication tactics, customer support processes, and decision-making across sales, marketing, and product development teams. Focus on the most pertinent or pressing action items first to get a lot of value upfront, then you can start tackling the smaller or less impactful items on your list. </p> <p>However, this shouldn’t be a one-time process. Continually leverage CI data to identify patterns, trends, and shifts in customer needs over time, and adjust your approaches to optimize business strategies as markets change. </p> <h2 class="wp-block-heading"><strong>Unlock Powerful </strong><strong>Conversational Insights</strong><strong> With InMoment </strong></h2> <p>Conversational intelligence unlocks a world of valuable data across many business departments—sales, marketing, customer support, product development, ecommerce, and customer insights. </p> <p>Whether you want to help your sales team elevate their pitches, get your development team to work on what customers actually want, or reduce cart abandonment rates by catering to customers’ unique needs, this technology has you covered. </p> <p>With InMoment’s conversational intelligence technology, you’ll get insights into everything from customer sentiment to industry trends, facilitating smarter decision-making. Our integrated CX platform monitors and analyzes customer interactions across every medium, ensuring you never miss a beat. </p> <p><strong>Learn how </strong><a href="https://inmoment.com/conversation-intelligence-analytics-software/"><strong>InMoment’s CI and analytics technology</strong></a><strong> and centralized CX platform can fuel data-driven improvements throughout your business!</strong></p>]]></content:encoded> </item> <item> <title>How To Analyze Call Center Performance: Key Metrics, Tips, and Tools</title> <link>https://inmoment.com/blog/analyze-call-performance/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Fri, 14 Mar 2025 17:03:01 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=89408</guid> <description><![CDATA[Discover the top call center performance and quality assurance metrics, best practices, and tools to track, optimize, and enhance customer service and agent productivity.]]></description> <content:encoded><![CDATA[<p>In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and they’re highly efficient, reducing operational costs.</p> <p>But high performance doesn’t happen by chance. Analyzing call center performance is the path to improvement—but you’ve got to do it right.</p> <p>Performance tracking is a powerful tool that helps you improve both ends of the call. Your agents become more productive by learning what’s going well and where they could improve, and your customers enjoy a better, more satisfactory experience.</p> <h2 class="wp-block-heading">Why Analyzing Call Center Performance Is Important </h2> <p>Not yet convinced that analyzing call center performance is worth the effort? Here are a few advantages you can gain by taking a closer look under the hood.</p> <h3 class="wp-block-heading">Improving Customer Satisfaction</h3> <p>Performance analysis helps you identify what’s working in your contact center and what isn’t. When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences. Improving customer satisfaction is the secret sauce behind a successful business: call center performance can have a massive impact on how customers feel about your brand.</p> <h3 class="wp-block-heading">Enhancing Agent Productivity </h3> <p><a href="https://inmoment.com/blog/contact-center-analytics/">Call center analytics</a> give you a clearer picture of how well your agents are performing in terms of productivity <em>and </em>customer satisfaction. You can use this information to refine things like training programs and workload distribution. As you identify processes and tactics from high-performing agents, you can implement those in team workflows and onboarding materials.</p> <p>Once you know how well your agents are performing, you can double down on the good and problem-solve the rest. The result is better training, a more evenly distributed workload, and efficiency gains everywhere you look.</p> <h3 class="wp-block-heading">Reducing Operational Costs</h3> <p>Higher customer satisfaction and better agent productivity both lead to fewer and shorter calls: Happy customers don’t call in with problems as frequently and productive agents can process more calls per shift—so you trim operational costs without lifting a finger!</p> <p>Call performance data can also reveal inefficiencies in call management, wait times, and workflows to further help you balance available resources (agents) with demand.</p> <h3 class="wp-block-heading">Data-Informed Decision-Making</h3> <p>When you work with real data, you can do more than just put out fires—you can make smarter decisions before problems even start. Performance analytics give you a clear picture of the state of operations, including where you need to adjust to keep your call center running at its best.</p> <p>Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings. For example, if you’re struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents. </p> <p>But which is it? Data can show you in real terms how well your agents are doing in terms of call length and first-call resolution (especially compared to historical data), giving you the insight you need to know where to start.</p> <p>The result? A call center that stays one step ahead, ready to adjust to evolving trends without missing a beat.</p> <h2 class="wp-block-heading">What Tool Is Best for Analyzing Call Performance?</h2> <p>There is a wide range of tools and approaches out there for analyzing call performance, but how do you decide which approach is the best?</p> <p>We believe the answer is obvious: You can’t truly analyze call performance unless you can analyze the <em>content </em>of those calls. That requires <em>conversational intelligence software</em>. </p> <p><a href="https://inmoment.com/conversation-analytics-software/">Conversational intelligence software</a> reads and interprets text-based conversational interactions using artificial intelligence (AI) and <a href="https://www.nnlm.gov/guides/data-glossary/natural-language-processing" target="_blank" rel="noreferrer noopener">natural language processing (NLP)</a>. The goal is to better understand the conversation’s intent, participants’ sentiments, and much more. When we say “text-based,” we’re talking about audio calls in your contact center, which are automatically transcribed and processed as text (how cool is that?!).</p> <p>With conversational intelligence, you can harness the power of speech analytics to group call data by feature, outcome, <a href="https://www.zendesk.com/blog/customer-sentiment/" target="_blank" rel="noreferrer noopener">customer sentiment</a>, and more. You can use this data to measure customer interactions at scale, unlocking actionable insights from call data that go far beyond mere call performance.</p> <h2 class="wp-block-heading">How Do You Analyze Call Center Performance? 7 Key Steps</h2> <p>Gaining a clear picture of your call center’s performance is essential in today’s customer-first environment. But you don’t get valuable insights from guessing. You need the right approach to turn data into action.</p> <p>Use these seven steps to analyze call center performance the right way so you can take performance (and results) to a new level. </p> <h3 class="wp-block-heading">1. Define Key Performance Indicators (KPIs)</h3> <p>The first step is defining key performance indicators (KPIs). Specifically, which KPIs are the right targets for <em>your</em> call center and what it’s trying to achieve.</p> <p>This is key because to learn the right information, businesses have to measure the right metrics. Just because you can measure it doesn’t mean it’s the right metric <em>for what you need to learn</em>.</p> <p>For example, some call centers may be focused on a certain performance metric like speed or efficiency, while others might be prioritizing positive customer service outcomes in response to a string of unpleasant online reviews. The first center may closely monitor handle time, while the second may focus on customer satisfaction scores instead.</p> <p>And of course <em>your</em> call center may prioritize something completely different. So start by defining exactly what it is you need to target, then identify the KPIs that correspond to the aspect of performance you want to improve.</p> <p>Common KPIs for call centers may include:</p> <ul class="wp-block-list"><li><strong>Average handle time</strong><strong>: </strong>Average duration of call handling, working a case from first contact to resolution or conclusion</li> <li><strong>First call resolution</strong><strong>: </strong>Percentage of calls solved at the first point of contact</li> <li><strong>Customer satisfaction scores</strong><strong>:</strong> Measurement of customer sentiment after an interaction with the call center</li> <li><strong>Total </strong><strong>call volume</strong><strong>: </strong>The number of calls an agent or team completes during a defined time period.</li></ul> <h3 class="wp-block-heading">2. Use a Conversational Intelligence Tool</h3> <p>Some KPIs, like average handle time and first call resolution, are easy to measure with numbers alone. But numbers aren’t enough to paint a full picture. High first-call resolution scores are great, but not if the resolution left most customers angry.</p> <p>Conversational intelligence tools are a smart way to engage in sentiment analysis to understand customer attitudes without manually reading and categorizing thousands of entries. Results simply feed to your <a href="https://inmoment.com/blog/call-center-dashboard/">call center dashboard</a>, letting you quickly visualize them and form a plan for improvement. </p> <h3 class="wp-block-heading">3. Gather Data</h3> <p>Once you know which metrics to track, the next step is collecting the right data. This includes both structured data (like call volume, average handle time, and first call resolution rates) and unstructured data from customer feedback and conversation transcripts.</p> <p>Structured data is straightforward, feeding directly into databases and dashboards in real-time. The real challenge is capturing that unstructured data, which requires tools like conversational intelligence software to process insights from customer interactions.</p> <p>This data could include:</p> <ul class="wp-block-list"><li>Customer call recordings (or transcriptions of those recordings)</li> <li>Customer feedback (surveys)</li> <li>Written customer interactions (email, chat, helpdesk)</li></ul> <h3 class="wp-block-heading">4. Analyze Data</h3> <p>Interpreting <a href="https://inmoment.com/blog/call-center-metrics/">call center metrics</a> starts with identifying patterns: what issues surface the most frequently? Are certain customer issues leading to negative customer sentiment? Do some call center agents consistently lag behind average response times, and does the qualitative call center data suggest how that can be addressed?</p> <p>Essentially, you’re looking for trends to show you what’s working well, where processes break down, and what adjustments you can make to improve both customer satisfaction and call center productivity.</p> <h3 class="wp-block-heading">5. Implement a QA Scoring Rubric </h3> <p>As you dig deeper into the data you’ve collected, it’s a good idea to implement a quality assurance (QA) scoring rubric for even more insights. But how do you do that?</p> <p>Partnering with a conversational intelligence provider like InMoment allows contact centers to automatically QA 100% of calls rather than the typical 5% most businesses settle for. InMoment rolls performance metrics into a customized QA scoring rubric that aligns with your company’s specific service standards and operational goals, helping you track the individual call center agents’ performance over time.</p> <p>Our QA Scoring Rubric includes specific QA categories. Our out-of-the-box methodology focuses on:</p> <ul class="wp-block-list"><li>Connection to the customer</li> <li>Asking probing questions</li> <li>Reducing customer effort</li></ul> <p>Each of these categories has an associated score, which is customized based on relative importance to your business. From there, you can slice and dice the data however you want: individual agents, entire teams, or segments like team level, region, business unit, and more. </p> <h3 class="wp-block-heading">6. Identify Areas for Improvement</h3> <p>Performance data can reveal inefficiencies, agent training gaps, or consistent customer frustrations that need attention. If agents repeatedly struggle with certain issues, it’s a sign they need better training or clearer guidance. If the same customer complaints keep coming up, there may be a bigger problem with your product or service that needs fixing.</p> <p>The goal is to make interactions easier for both customers and agents. By tackling these pain points, you can make customers happier, reduce call volumes, and cut down on operational costs.</p> <h3 class="wp-block-heading">7. Implement Changes and Monitor Results</h3> <p>Once you’ve identified areas for improvement, it’s time to take action. Some fixes will be quick and obvious, but others may require testing different solutions to see what works best.</p> <p>For example, you might identify a gap in your agent training. Do you send an email? Create a course or module? Post to your knowledge base? </p> <p>Treat every change as an opportunity to learn. Roll out updates, track their impact, and keep an eye on performance data to see if they’re moving the needle. If something doesn’t deliver the results you expected, adjust and try again. </p> <p>Think of call center performance as an ongoing process of adapting strategies to help both customers and agents have the best possible experience.</p> <h2 class="wp-block-heading">Key Call Center Metrics To Measure</h2> <p>As you set up your call center analytics, keep an eye on these mission-critical metrics:</p> <h3 class="wp-block-heading">Customer Experience Metrics</h3> <p>First up are the metrics about customer behavior and how they feel after interacting with your call center. These include:</p> <ul class="wp-block-list"><li><a href="https://inmoment.com/blog/csat-customer-satisfaction/">Customer Satisfaction Score</a> (CSAT)</li> <li>Net Promoter Score (NPS)</li> <li>First Call Resolution (FCR)</li> <li>Customer Effort Score</li></ul> <p>Each of these metrics measures the quality of customer interactions, putting qualitative and emotional data into measurable formats.</p> <h3 class="wp-block-heading">Agent Performance Metrics</h3> <p>Next are the metrics that show how well your agents are doing. These include:</p> <ul class="wp-block-list"><li>Average Handle Time (AHT)</li> <li>Call Resolution Rate</li> <li>Adherence to Schedule</li> <li>Call Duration</li></ul> <p>You can measure these at both the individual and team levels, either for individual coaching or general improvement purposes.</p> <p>With InMoment, you can connect agent performance metrics to service standards and QA Scoring. We can also identify the topic, tone, and overall success of a call on a hyper-granular level:</p> <figure class="wp-block-image"><img decoding="async" loading="lazy" src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXczQdBPVUPl-PzwoqnrjPgoVf6LTZiZPuZQGxXgoheRFsJy-CeydAt1qOe_0tsuyBuwEta--IJy1Whw0hEnItK7xEVjPhja7VtI5K5aYUPKFs2ara9VMCjj1DpluMuc_mGxF-vyag?key=76hPmY0ZuowpO1XWqsB5GR5h" alt=""/></figure> <p>In our default configuration, the portion in the box in the above graphic is what rolls up into the agent’s QA Score.</p> <h3 class="wp-block-heading">Operational Efficiency Metrics</h3> <p>Last, consider the metrics that show how efficiently your call center is operating, including:</p> <ul class="wp-block-list"><li>Call Abandonment Rate</li> <li>Service Level</li> <li>Cost Per Call</li></ul> <p>These metrics likely won’t tell much of a story on day one, and they won’t immediately reveal root causes. But monitoring trends over time can give you and your call center managers clarity about which direction the ship is headed. </p> <h2 class="wp-block-heading">Unlock Call Performance Insights and Improve CX with InMoment</h2> <p>Analyzing call performance is the key to improving CX and operational performance simultaneously, but doing effective analysis work requires the right tools and systems.</p> <p>InMoment is the AI-driven Experience Improvement platform that turns all of your unstructured CX data into valuable, actionable insights. Our Conversational Intelligence tools can interpret, summarize, and extract data from every source of conversational data, unlocking a level of insight that didn’t seem possible before.</p> <p>And InMoment doesn’t stop there: Our platform is a fully Integrated CX Intelligence platform built for the enterprise, with a suite of tools and capabilities designed to help you thrive.</p> <p><strong>Explore how InMoment can unlock call performance insights and help you improve CX with conversation analytics software: </strong><a href="https://inmoment.com/conversation-analytics-software/"><strong>Learn More Now</strong></a></p>]]></content:encoded> </item> <item> <title>How Online Reviews Drive In-Store Traffic: Tips for Success</title> <link>https://inmoment.com/blog/reviews-and-instore-traffic/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Wed, 12 Feb 2025 17:21:41 +0000</pubDate> <category><![CDATA[Reputation Management]]></category> <guid isPermaLink="false">https://inmoment.com/?p=88751</guid> <description><![CDATA[Learn how online reviews can drive customers to your store and get tips for managing feedback, building trust, and improving local foot traffic.]]></description> <content:encoded><![CDATA[<p>Whether you run a small business or a global enterprise, you need to have customers constantly coming through your doors to promote business continuity and growth. For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. </p> <p>With <a href="https://www.brightlocal.com/research/local-consumer-review-survey/" target="_blank" rel="noreferrer noopener">36% of customers</a> browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable.<a href="https://inmoment.com/blog/3-essentials-for-a-reliable-customer-review-system/"> </a></p> <p><a href="https://inmoment.com/blog/3-essentials-for-a-reliable-customer-review-system/">Create a reliable customer review system</a> that helps you collect high-quality, high-volume feedback, and you’ll likely have a consistent flow of traffic to your store. This could result in increased sales and more reviews (if you play your cards right), helping you attract even more new customers. </p> <h2 class="wp-block-heading"><strong>How Do Positive </strong><strong>Online Reviews</strong><strong> Impact </strong><strong>In-Store</strong><strong> </strong><strong>Foot Traffic</strong><strong>?</strong></h2> <p>Positive reviews are one of the most powerful tools in your arsenal. Over <a href="https://www.pissedconsumer.com/blog/wp-content/uploads/pdfs/16702.pdf" target="_blank" rel="noreferrer noopener">75% of customers trust online reviews</a>—if they’re positive, they’re more than likely to improve potential customers’ perception of your brand and increase traffic to your physical locations. </p> <p>They also improve search rankings and visibility and provide valuable information that can help customers better experience your products or services. Here’s a deeper look at the value of positive reviews.</p> <h3 class="wp-block-heading"><strong>Build Trust</strong><strong> Through Social Proof and Credibility</strong></h3> <p>Positive online reviews serve as modern word-of-mouth referrals, reassuring customers about the quality and value of your services or products. They build customer trust and store credibility, making your target audience more likely to pick your business over competitors. </p> <p>In fact, a recent survey by Brightlocal revealed that <a href="https://www.brightlocal.com/research/local-consumer-review-survey/" target="_blank" rel="noreferrer noopener">50% of customers</a> give online reviews the same weight as they do recommendations from their family and friends.</p> <h3 class="wp-block-heading"><strong>Improve Search </strong><strong>Rankings</strong><strong> and Visibility Online</strong></h3> <p>We know what you’re thinking—what’s the correlation between reviews and rankings? Well, while reviews aren’t top search engine optimization (SEO) factors, they <em>do</em> have an impact on rankings.<a href="https://www.websitebuilderexpert.com/grow-online/reviews-vs-seo/" target="_blank" rel="noopener"> </a></p> <p><a href="https://www.websitebuilderexpert.com/grow-online/reviews-vs-seo/" target="_blank" rel="noreferrer noopener">Google’s algorithm analyzes reviews for relevant keywords</a> when ranking websites, which means that customer feedback can help determine your position in search engine results pages (SERPs). </p> <p>Many customers rely on search engines and review platforms like Google, Yelp, and Facebook to find local businesses. So a high volume of positive reviews on these fronts can increase their likelihood of discovering your business online and visiting in person.</p> <h3 class="wp-block-heading"><strong>Guide Customer Choices with Detailed Reviews</strong></h3> <p>Many customers read reviews when deciding where to shop, dine, or seek services. If they’re detailed enough and positive, these reviews can provide information on your product quality, customer service, and overall experience, helping potential customers feel confident in their choice to visit your store.</p> <h3 class="wp-block-heading"><strong>Strengthen Your Reputation to Drive </strong><strong>Foot Traffic</strong></h3> <p>Consistently high ratings and glowing reviews indicate a strong, positive reputation. After all, customers wouldn’t take the time to leave positive feedback if they didn’t believe you offer high-quality services. </p> <p>This type of reputation signals to potential customers that they can expect a great experience in your store, thereby driving foot traffic. </p> <h2 class="wp-block-heading"><strong>The Risks of Neglecting Review Management</strong></h2> <p>Some businesses take a passive approach to review management, not really encouraging customers to provide feedback or addressing their concerns when they do. While this may have been inconsequential in the past, it can have detrimental impacts on modern businesses.</p> <p>Customers have more options than ever, they care more about getting the best experiences, and they want to determine how great of an experience to expect even before they visit your store. If you don’t actively manage online reviews, you may see a continual decline or a lack of growth in your in-store traffic. Here’s why:</p> <ul class="wp-block-list"><li>Existing customers may fail to leave reviews, impacting your visibility on search engines and review platforms. </li> <li>Negative feedback may overshadow positive reviews, hurting your credibility and potential customers’ trust. </li> <li>You could get a poor reputation for failing to reply to negative reviews or address customer concerns. </li></ul> <h2 class="wp-block-heading"><strong>How to Utilize Reviews to Drive </strong><strong>In-Store</strong><strong> </strong><strong>Foot Traffic</strong></h2> <p>Now that you know the value of reviews in retail, how do you use them to drive traffic to your physical store? Here are some tips to guide you.</p> <h3 class="wp-block-heading"><strong>1. Ensure effective listings management </strong></h3> <p>A great starting point is to create and optimize online business listings on popular platforms like Google, Yelp, and Facebook. Make sure there’s an accurate description of your business, including what you offer, when you operate, where you’re located, and how customers can contact you. </p> <p>By creating and maintaining an up-to-date, accurate business profile, you make it easier for existing customers to leave their reviews and for potential ones to find you and get pertinent details about your store. </p> <h3 class="wp-block-heading"><strong>2. Showcase </strong><strong>Positive Reviews</strong></h3> <p>Don’t sit on positive customer feedback. Highlight your top positive reviews on marketing materials, social media posts, and in-store displays. This can broaden your visibility and build trust across a larger potential market, encouraging more new customers to visit your store. </p> <h3 class="wp-block-heading"><strong>3. Engage with </strong><strong>Customer Feedback</strong></h3> <p>Respond to all reviews, both positive and negative, to show customers you value their input and are dedicated to improving their in-store experiences. Thank them for their positive feedback, and try to get to the root cause of each negative review so you can address customer concerns. This can build trust and improve your reputation, encouraging more in-store visits. </p> <h3 class="wp-block-heading"><strong>4. Encourage Reviews</strong></h3> <p>Increase your feedback volume by <a href="https://inmoment.com/blog/how-to-ask-for-a-review/">asking customers for reviews</a> after their in-store visits. Add a QR code to receipts that leads to your feedback platform, or send text messages or emails thanking them for choosing you and include links to review platforms to allow them to provide feedback seamlessly. </p> <p>However, be careful not to sway their reviews in any way. Encourage honest feedback, both negative and positive, and highlight how it will help you enhance in-store experiences to showcase your commitment to improving service quality. </p> <p>Also, avoid offering incentives like discounts in exchange for positive reviews, as this can result in penalties and reputational damage. A<a href="https://www.ftc.gov/news-events/news/press-releases/2024/08/federal-trade-commission-announces-final-rule-banning-fake-reviews-testimonials" target="_blank" rel="noreferrer noopener"> recent Federal Trade Commission (FTC) ruling</a> that aims to crack down on <a href="https://inmoment.com/blog/fake-reviews/">fake reviews</a> has also prohibited offering incentives or other compensation in exchange for reviews.</p> <h3 class="wp-block-heading"><strong>5. Promote Reviews in Local Advertising</strong></h3> <p>Include positive reviews in local ads and other promotional materials to increase your visibility among audiences likely to visit your store. This can also enhance your credibility, encouraging more potential customers to visit. </p> <h3 class="wp-block-heading"><strong>6. Leverage Geo-Targeted Campaigns</strong></h3> <p>Running geo-targeted campaigns that highlight your positive reviews and overall reputation can enhance your store’s appeal to nearby customers, potentially increasing in-store traffic. </p> <p>For optimal results, leverage tools that offer geo-targeting features (like Google Ads and Facebook Ads), incorporate quotes from positive reviews in your ads, and use local keywords, such as “Top-rated store in [insert town].”</p> <h3 class="wp-block-heading"><strong>7. Monitor and Analyze Review Insights</strong></h3> <p>One of the surest ways to increase in-store traffic, sales, and customer loyalty is to continually improve your services. Regularly monitoring and analyzing review insights will help you do just that. </p> <p>Reviews can help you gauge customer satisfaction and highlight recurring issues that need addressing, allowing you to make well-informed decisions regarding in-store experience optimization. </p> <h2 class="wp-block-heading"><strong>Strengthen your Reputation and Review Management with InMoment</strong></h2> <p>Online reviews can help drive in-store traffic by improving your business’ visibility, building customer trust, and strengthening your reputation. Of course, this is contingent on how you handle the reviews. </p> <p>For optimal results, respond to all customer feedback (positive and negative), showcase positive reviews in your marketing efforts, and improve the customer experience based on shoppers’ feedback. </p> <p>With InMoment’s review management software, you can seamlessly leverage customer reviews to increase in-store traffic. Our solution monitors reviews across 100+ sources and provides real-time notifications, giving you a visual of your review volumes and allowing you to respond to customer feedback quickly. </p> <p><strong>Schedule a demo with InMoment today to see how our</strong><a href="https://inmoment.com/reputation-management-software/"><strong> review management software</strong></a><strong> can help improve your online reputation and drive in-store traffic.</strong></p>]]></content:encoded> </item> <item> <title>A Guide to Contact Center Analytics: Improving Customer Satisfaction and Operational Efficiency</title> <link>https://inmoment.com/blog/contact-center-analytics/</link> <dc:creator><![CDATA[Mike Henry]]></dc:creator> <pubDate>Wed, 05 Feb 2025 21:32:00 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=63984</guid> <description><![CDATA[Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the customer experience. ]]></description> <content:encoded><![CDATA[<p>If your business operates a contact center as a part of its customer support or customer success strategy, chances are you’re in a constant quest for improvement. There’s always room to make customer interactions more efficient and more successful, and the effort is almost always worth it: any positive change accomplishes cost savings, better customer relationships, or both.</p> <p>The trick is determining what needs to change, along with which changes will deliver the most benefit. For most call centers, the answer is right in front of them—it just needs to be untangled. </p> <p>Contact centers handle high volumes of <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> across multiple channels. And with effective contact center analytics practices, customer feedback can be the roadmap to happier customers and efficient operations.</p> <h2 class="wp-block-heading">What Are Contact Center Analytics?</h2> <p>Contact center analytics is the end-to-end process of collecting, measuring, analyzing, and implementing data generated during customer interactions. Businesses can collect this data from multiple sources, including phone calls, emails, online chats (both virtual and human), and social media interactions. </p> <p>Using contact center analytics, businesses can leverage this data to better understand many facets of customer interactions and the contact center’s operations. Businesses can use analytics data to track key <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">customer experience KPIs</a>, understand customer sentiment, identify recurring issues, and train and coach staff. </p> <h2 class="wp-block-heading">Types of Contact Center Analytics</h2> <p><a href="https://inmoment.com/blog/contact-center-experience/">Contact centers</a> can generate many different types of analytics. These are seven of the most important analytics categories for most call center operations.</p> <h3 class="wp-block-heading">Conversational Analytics</h3> <p>First up and perhaps most important is <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a>. Contact centers generate tons of <a href="https://www.geeksforgeeks.org/what-is-unstructured-data/" target="_blank" rel="noreferrer noopener">unstructured data</a>: text-based conversations and call recordings are rich with information, but this information is extremely difficult to get using older analytics methods.</p> <p>Conversational analytics is a newer approach that leverages the power of natural language processing (NLP) and machine learning to analyze threaded conversations between agents and customers. This form of analytics can identify numerous elements within conversations, including sentiment, patterns in questions asked or complaints received, accuracy of agent responses, and more.</p> <p>Through conversational analytics, businesses can improve their call center interactions by identifying what does and doesn’t get the desired response, at scale. They can also identify recurring issues and complaints, which can help product and service teams solve relevant customer experience difficulties—which can even lead to reduced call volume.</p> <h3 class="wp-block-heading">Text Analytics</h3> <p>Text analytics processes numerous forms of written communication, such as emails and chat messages, looking for patterns in those communications (such as frequently mentioned problems or products). It’s similar to conversational analytics but with less focus on sentiment. </p> <p>The goal of text analytics is to pull actionable insights out of unstructured data, identifying issues or methods of improvement that aren’t otherwise obvious. </p> <p>Thanks to the power and accuracy of modern transcription tools, businesses can perform text analytics on audio content by converting audio to text, and then plugging it into text analytics like any other text source.</p> <h3 class="wp-block-heading">Predictive Analytics</h3> <p>Predictive analytics evaluates historical data, such as performance data or sales trends, and uses it to make predictions about future events. Contact centers can use predictive analytics to understand likely spikes in call volume related to seasonality, product launches, or other factors. </p> <h3 class="wp-block-heading">Key Driver Analytics</h3> <p>Key driver analytics looks at the biggest factors that drive behavior. What data points or performance metrics tend to result in the behaviors you want from stakeholders (loyalty, retention, conversion), and what data points or events tend to lead to undesirable behaviors (churn, poor reviews, returns)? </p> <p>By identifying and then analyzing the data points that drive customer behavior, businesses can better prioritize where to focus and determine how to push more consumers toward desired behaviors (and away from undesirable behaviors). </p> <h3 class="wp-block-heading">Customer Journey Insights</h3> <p>Many businesses, especially those with long-term customer relationships such as software/SaaS, put concerted effort into understanding the customer journey. This concept recognizes that many customer relationships are much more complex than convincing a consumer to buy something in a single moment in time. </p> <p>Customer relationships ideally go on for long stretches of time (that’s the “journey” element), and customers may relate to the company differently along that journey.</p> <p>Customer journey insights help organizations understand what happens along that customer journey. These insights help businesses find problems and weak points in the customer journey, such as points where churn is unusually high. They also help to break down silos, identify voice-of-the-customer gaps (<a href="https://birdeye.com/blog/mind-the-voc-gap-what-customers-think-of-you-and-what-theyre-actually-hearing/" target="_blank" rel="noreferrer noopener">VoC gaps</a>), and measure opportunities for improving the overall customer experience.</p> <h3 class="wp-block-heading">Sentiment Analytics</h3> <p>Related to conversational analytics, sentiment analysis finds indicators of how a customer is feeling during a text or voice interaction. Evaluating customer emotions and opinions can help businesses understand what’s causing positive and negative reactions at scale. This is a key tool for understanding and improving brand perception, as well as for identifying the solvable issues underlying negative sentiment.</p> <h3 class="wp-block-heading">Cross-Channel Analytics</h3> <p>Businesses interact with customers and prospects across numerous customer support and marketing channels, and it’s easy for this data to get siloed or obscured. Data often comes in different formats, and cleaning this up into something useful can be time-consuming and difficult.</p> <p>Cross-channel analytics provides a unified view of customer interactions across multiple communication platforms. The best <a href="https://inmoment.com/blog/contact-center-solutions/">contact center solutions</a> employ machine learning algorithms to pull disparate data sets together without significant manual work or formatting. This generates seamless insights that give businesses a clear view of how customers are responding across all channels.</p> <h3 class="wp-block-heading">What Are Important Metrics in Contact Center Analytics?</h3> <p>In today’s customer-centric business landscape, contact center analytics play a pivotal role in understanding and improving customer interactions. </p> <p>By focusing on these key metrics, organizations can gain valuable insights into the efficiency and effectiveness of their contact center operations. </p> <p>Here are some of the most important metrics in call center analytics that contribute to enhancing overall customer experience and operational performance:</p> <ul class="wp-block-list"><li><strong>Call center performance metrics</strong><strong>:</strong> Call center performance metrics are critical for assessing and enhancing the efficiency and effectiveness of call center operations. Key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and Service Level provide insights into agent performance, operational efficiency, and customer satisfaction. </li></ul> <p>By continuously monitoring and optimizing these metrics, businesses can improve service quality, boost customer loyalty, and drive overall success.</p> <ul class="wp-block-list"><li><strong>Agent performance metrics</strong><strong>:</strong> Behind every successful contact center are the agents who shape the customer journey. Tracking their performance is essential. Analytics provide insights into response times and resolution rates, enabling targeted training and personalized feedback.</li> <li><strong>Customer experience</strong><strong> </strong><strong>metrics</strong><strong>:</strong> Businesses measure a contact center’s effectiveness by the experiences it creates. These customer experiences are the currency of success in today’s customer-centric world. </li></ul> <p>By focusing on metrics like Customer Satisfaction Score (CSAT), <a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score (NPS)</a>, and Customer Effort Score (CES), businesses can understand and address customer needs. Continuously refining these metrics allows businesses to create experiences that delight customers.</p> <h2 class="wp-block-heading">Why Are Contact Center Analytics Important?</h2> <p>Contact center analytics are one of the most important ways to improve because they can help to identify unique avenues for improvement. No other method can find patterns and anomalies that are otherwise hidden in your call center data.</p> <p>Using contact center analytics, organizational leaders can:</p> <ul class="wp-block-list"><li><strong>Optimize</strong><strong> </strong><strong>customer interactions</strong> by identifying tactics that work</li> <li><strong>Improve operational efficiency </strong>by identifying areas of waste </li> <li><strong>Drive data-informed decisions </strong>by arming decision-makers with clearer insights</li></ul> <p>All of these enhance customer satisfaction and improve business outcomes—and it’s all thanks to the data your contact center already collects, now made useful through analytics. </p> <h2 class="wp-block-heading">The Benefits of Contact Center Analytics</h2> <p>Implementing contact center analytics will reap multiple benefits for your organization. Not only will these benefits help with <a href="https://inmoment.com/blog/contact-center-optimization/">contact center optimization</a>, but they also aid in optimizing the entire business process. Here are some of the benefits you can expect from utilizing contact center analytics: </p> <ul class="wp-block-list"><li><strong>Increased Efficiency:</strong> Analytics streamline processes, reduce wait times, and ensure customer inquiries are handled promptly and efficiently.</li> <li><strong>Cost Savings: </strong>Organizations can achieve significant cost savings by optimizing staffing levels, implementing self-service options, and leveraging automation.</li> <li><strong>Improved </strong><strong>Agent Productivity</strong><strong>:</strong> Providing agents with the necessary tools, training, and technology enhances productivity, reduces handling times, and improves customer service.</li> <li><strong>Enhanced Scalability: </strong>Optimized contact centers can more effectively handle fluctuations in call volumes, seasonal variations, and unexpected surges in customer inquiries.</li> <li><strong>Competitive Advantage:</strong> Superior customer service, driven by analytics, can differentiate organizations in the market and increase customer loyalty.</li></ul> <h2 class="wp-block-heading">Challenges of Contact Center Analytics</h2> <p>Analytics can be the key to unlocking new levels of performance and customer satisfaction, but these outcomes aren’t automatic. Contact centers face certain challenges in getting the most out of their analytics.</p> <ul class="wp-block-list"><li><strong>Data Overload: </strong>Without the right analytics tools, you may end up with too much of a good thing (data) and not enough capacity to work with it.</li> <li><strong>Integration of Multiple Data Sources: </strong>Data comes from numerous sources, each with its own quirks with formatting and presentation. Plus, contact centers deal with tons of unstructured data, which is especially difficult to integrate.</li> <li><strong>Lack of </strong><strong>Real-Time</strong><strong> Insights: </strong>Some analytics approaches are great at scrutinizing what’s happened in the past, but not what’s happening right now. They can’t process data in real time or provide up-to-the-minute insights.</li> <li><strong>Lack of Skilled Personnel: </strong>Working with data requires a technical skill set for which there’s a <a href="https://www.forbes.com/councils/forbestechcouncil/2024/06/28/the-data-center-talent-shortage-is-everyones-problem-heres-how-to-move-the-industry-forward/" target="_blank" rel="noreferrer noopener">significant talent shortage</a>. However, choosing the right contact center tools can ease this challenge.</li></ul> <h2 class="wp-block-heading">How Contact Center Analytics Shape the Future of Customer Experience</h2> <p>Organizations can use data from contact center analytics to enhance the customer experience. By providing insights into customer interactions, and identifying patterns and trends, these insights can uncover areas for improvement. </p> <p>With call data, customer feedback, and agent performance, businesses can increase personalization, improve multi-channel communication, and address issues proactively, leading to increased customer satisfaction and loyalty.</p> <h3 class="wp-block-heading">Creating Personalized Customer Journeys</h3> <p>In a world teeming with generic interactions, personalized experiences stand out. Contact center analytics serves as the bridge between businesses and their customers, decoding the myriad signals that customers send out. By diving deep into these signals, businesses can craft journeys that resonate with individual customer personas. </p> <p>It’s not just about addressing needs; it’s about anticipating them, understanding the unspoken desires, and weaving experiences that are as unique as fingerprints. Personalization, powered by analytics, transforms customers from mere statistics to cherished partners in a shared journey. </p> <p>And, as we always emphasize at InMoment, when businesses take the time to truly know their customers, they unlock the potential to create moments that linger long after the interaction ends. </p> <h3 class="wp-block-heading">Enhanced Multi-Channel Communication</h3> <p>The digital age has ushered in a plethora of communication channels, from social media to chatbots. But how does a business discern which channel resonates most with its audience? </p> <p>Enter analytics. </p> <p>By meticulously analyzing customer interactions across various touchpoints, businesses can discern patterns, preferences, and propensities. This knowledge empowers them to streamline their communication strategies, ensuring that every message is not just heard, but felt.</p> <p>InMoment champions the cause of meaningful communication, and with the insights from contact center analytics, businesses can ensure that every conversation is a step towards building lasting relationships.</p> <h3 class="wp-block-heading">Solving Problems Proactively Before They Arise</h3> <p>The future of customer experience lies in anticipation. Predictive analytics, with its ability to sift through vast data sets and discern patterns, offers businesses a crystal ball. Instead of merely reacting to issues, businesses can now proactively address them, often even before the customer is aware. </p> <p>This shift from reactive to proactive problem-solving is transformative. It signifies a business that doesn’t just listen but understands, one that values its customers enough to stay a step ahead, ensuring smooth and delightful experiences. </p> <p>At InMoment, we’ve always believed in the power of foresight, and with predictive analytics, businesses can turn insights into foresight, crafting a future where every customer feels valued, understood, and cherished. </p> <h2 class="wp-block-heading">How To Use Analytics To Improve Your Contact Center: 6 Best Practices</h2> <p>Whether you’re just beginning your analytics journey or are seeking to make your analytics more useful and effective, these 6 best practices will help your contact center improve.</p> <h3 class="wp-block-heading">1. Define Clear Objectives</h3> <p>Start by establishing specific, measurable goals for what you want to achieve with analytics. Perhaps your main objective is to improve customer satisfaction or reduce average handle time. Maybe it’s reducing churn or increasing the number of cases solved on first contact. Whatever your objectives, defining them is the first step toward using analytics software to achieve specific business outcomes.</p> <h3 class="wp-block-heading">2. Leverage Contact Center Analytics Software</h3> <p>Second, to get the most out of your analytics, you need analytics software that was built with contact centers in view. The way your business or business unit operates has unique concerns, and you need software that focuses on those concerns, not just on general business analytics.</p> <p>Contact center analytics software also helps reduce the need for highly skilled technical employees, as the software does much of the work for you.</p> <h3 class="wp-block-heading">3. Integrate Multiple Data Sources</h3> <p>You have access to data from a wide range of channels. Taken together, this data can provide a comprehensive view of both customer behavior and contact center performance. The best analytics software solutions can do much of this work automatically, reducing your reliance on manual data entry and aggregation.</p> <p>Contact centers that don’t centralize these efforts risk missing out on insights from some data sources. They may also fail to fully understand the big picture, and they risk getting left behind by competitors who have these insights.</p> <h3 class="wp-block-heading">4. Regularly Review and Update Metrics</h3> <p>To succeed in your contact center analytics journey, you need to review the data and metrics you receive regularly. Continuously checking the validity of your data helps ensure its accuracy and relevance, enabling you to make informed decisions based on reliable insights. This practice not only enhances the quality of your analysis but also allows you to promptly identify and address any discrepancies or anomalies. </p> <h3 class="wp-block-heading">5. Invest in Training</h3> <p>Ensure your staff is well-trained in using analytics tools and interpreting data to make informed decisions. This involves providing comprehensive training programs that cover the functionalities of the analytics software and the principles of data analysis and interpretation. </p> <p>Regular workshops, hands-on training sessions, and continuous learning opportunities can keep your team updated on the latest analytics techniques and tools. </p> <p>By empowering your staff with these skills, you enable them to leverage data effectively to optimize processes, enhance customer engagement and experiences, and drive business growth. </p> <h2 class="wp-block-heading">Features To Look for in Contact Center Analytics Software</h2> <p>Contact center analytics software is crucial for getting the best insights from your customer data. It can take different forms: Some solutions may be very structured, while others may be lighter in implementation and only used for specific use cases, such as exporting reports. </p> <p>Regardless, there are some key features you need to consider in your contact center analytics solution, including: </p> <h3 class="wp-block-heading">Multi-Channel Integration</h3> <p>First, be sure to choose a solution that allows you to aggregate data from various communication channels, including phone, email, chat, and social media reviews. </p> <p>Without this capability, you’re essentially working on a puzzle with half the pieces missing. Or, worse, you’re dealing with a dozen different puzzles all suggesting slightly different things, and you’re stuck trying to figure out what to make of it all. Only with multi-channel integration can you sort it all out into one cohesive picture.<img decoding="async" loading="lazy" src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc6rwZCvPqE83B8MQaxrbcI4_aNUYJiLWiKYo69OosgwudladWZkQ8XsFpLpUD-3-DarbqZS00iDSOTyyTDdnfrih6vng8udXU71YwOPjUyrm2ocPULcaptA4D4K4w-KDYWo2lajQ?key=xOg55NhHgyHW-TbjHF29skQb" width="624" height="624"></p> <h3 class="wp-block-heading">Performance Monitoring and Reporting Capabilities</h3> <p>Being able to capture data is one key facet of effective analytics, but there’s more to the story. You’ll also need effective tools to monitor performance and a way to present analytics digestibly. </p> <p>With these, you’ll be able to better identify changes in performance (both good and bad) and more easily identify the most critical insights. Effective data visualization techniques (such as charts, graphs, and heatmaps) highlight key metrics and trends, allowing decision-makers to grasp the most essential information quickly.</p> <figure class="wp-block-image"><img decoding="async" loading="lazy" src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdOitG4pGYYjk12ttiOiyXzpMkOJMftIQHaPIQJ4Jjz-nGrgkxM5VsR1_iul8DCEuE1WrRq-agiWgs1Py7uiBa33NpFFNtXOHRfzApuuOF1BzeR40g32BzXyrCjSQSECmXADqFX?key=xOg55NhHgyHW-TbjHF29skQb" alt=""/></figure> <h3 class="wp-block-heading">Speech and Text Analytics</h3> <p>Manually reviewing all the data running through your contact center may be nearly or entirely impossible, so choose a solution that uses <a href="https://inmoment.com/blog/speech-analytics/">speech analytics</a> and text analytics to automate the process of data extraction and analysis. </p> <p>Speech analytics can automatically transcribe and analyze phone conversations, capturing key phrases, sentiments, and emotional cues that provide deep insights into customer experiences and agent performance. Similarly, text analytics can process written communications, such as emails, chat transcripts, and social media interactions, to identify common themes, sentiments, and emerging issues.</p> <p>By leveraging these advanced analytics tools, you can efficiently sift through vast amounts of data to uncover critical patterns and trends without manual intervention.</p> <h3 class="wp-block-heading">Predictive Analytics</h3> <p>Furthermore, ensure your chosen contact center analytics software has <a href="https://inmoment.com/blog/predictive-analytics/">predictive analytics</a> capabilities. Predictive analytics leverages historical data and advanced algorithms to forecast outcomes, such as call volumes, customer satisfaction levels, and agent performance. </p> <p>By providing these insights, the software enables you to make data-driven decisions that improve resource allocation, enhance customer service strategies, and optimize overall contact center operations.</p> <h3 class="wp-block-heading">Professional Services and Support</h3> <p>Contact center analytics is a complex business function, and the software supporting it often doesn’t work as an entirely DIY or self-service solution. So look for software providers who also offer professional services and support for their contact center analytics tools.</p> <p>InMoment is a leader in professional services and support. We become a true strategic partner with our clients, not just another vendor. Our unparalleled professional services and support are flexible and customizable depending on your needs. </p> <p>We employ product specialists, data scientists, and advanced-degree researchers so that we can support our customers with high-level professional services, including (but not limited to):</p> <ul class="wp-block-list"><li>Program administration</li> <li>Proactive best-practice guidance </li> <li>Ad-hoc research initiatives</li></ul> <h3 class="wp-block-heading">Customizable Dashboards</h3> <p>Contact centers don’t all universally prioritize the same analytics elements, so make sure to choose a solution that allows you to customize your dashboards to fit the way you want to interact with your data.</p> <p>By choosing a solution with a user-friendly interface that allows you to customize dashboards and tailor reports, you’ll gain better visibility into your operations.</p> <h2 class="wp-block-heading">Centralize Your Contact Center Analytics With InMoment</h2> <p>Contact center analytics can transform what’s possible at your organization in terms of operational efficiency, customer satisfaction, and numerous other priorities and growth metrics. </p> <p>But to see results that are truly transformative, you need a contact center analytics platform with the <em>right</em> set of technical capabilities and features. You need a partner that enables you to draw insights from your data rather than spend all your resources wrangling it.</p> <p>InMoment’s <a href="https://inmoment.com/conversation-analytics-software/">conversation analytics software</a> allows businesses to use structured and unstructured customer feedback to make the most informed decisions about their business. </p> <p><a href="https://inmoment.com/demo-contact-center-intelligence/"><strong>Schedule a demo today</strong></a><strong> to see what insights you can unlock!</strong></p>]]></content:encoded> </item> <item> <title>Conversational Intelligence for Location-Based Campaigns: Use Cases and Benefits</title> <link>https://inmoment.com/blog/ci-for-location-based-campaigns/</link> <dc:creator><![CDATA[tenspeed]]></dc:creator> <pubDate>Mon, 03 Feb 2025 18:49:58 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=88434</guid> <description><![CDATA[Find out how to start using conversational intelligence to create personalized, effective location-based campaigns that drive results.]]></description> <content:encoded><![CDATA[<p>Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago.</p> <p>Most people think of contact centers, such as customer support call centers and help desks, as the main use case for <a href="https://inmoment.com/blog/conversation-intelligence-software/">conversation intelligence software</a>. It’s true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching. But CI is also making inroads in numerous other business areas. </p> <p>Location-based marketing is one use case that’s gaining a significant amount of traction. More and more businesses are seeing the value in leveraging conversational intelligence in their location-based marketing, helping them better target those marketing efforts through greater understanding of customer sentiment.</p> <h2 class="wp-block-heading">What Is Conversational Intelligence, and Why Use It For Location-Based Campaigns?</h2> <p><a href="https://inmoment.com/blog/conversation-intelligence/">Conversation intelligence</a> is a technology that collects, interprets, and analyzes conversational interactions, typically between customers and businesses. These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels. </p> <p>CI software collects and analyzes that conversation data using both natural language processing and machine learning algorithms. Then it reports on sentiment, drawing out powerful insights that can help organizations improve the customer experience. </p> <p>So what does this have to do with location-based marketing? CI technology enables real-time insights into customers not just as a whole but also divided into locations. With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing. </p> <h2 class="wp-block-heading">Key Benefits of Using Conversational Intelligence for Local Campaigns</h2> <p>Using conversational intelligence tools for your local marketing efforts can help you achieve these tangible business outcomes.</p> <h3 class="wp-block-heading">Improved Local Targeting and Personalization</h3> <p>The tools you’re already using for local marketing give you the ability to segment users by specific location, but CI helps you take this capability to a far more personalized level. With CI tools, you can identify precise audience segments <em>within </em>each geographic area.</p> <p>In other words, without CI, you can personalize a campaign to a location (using geo-targeting, geo-fencing for mobile devices, IP addresses, and the like), but you can’t identify or target specific demographics within that location or region. With CI, you can hyper-personalize campaigns to target only frustrated users in a specific location, or only satisfied customers, and so on. </p> <p>For example, a “give us another chance” message feels bizarre to happy users but might be just the ticket to regain someone with a negative sentiment. The opposite may be true of a “The quality you know and love” message, which could be seriously off-putting to negative sentiment customers but highly converting among those with positive user experiences.</p> <h3 class="wp-block-heading">Increased Customer Engagement and Satisfaction</h3> <p>Any opportunity to make your marketing efforts more meaningful is something worth pursuing, and CI is a powerful way to do exactly that. Customers who feel like a business is addressing their specific, local needs generally walk away from a marketing interaction with a more positive view. </p> <p>But to get the tone of a hyper-local campaign right, you need to understand what customers in that area are feeling. Otherwise, attempts may come off as dull or ingenuine, especially when attempted at scale.</p> <p>CI helps businesses tune in to the feelings and sentiments of local customer segments, leading to more focused location-based campaigns that boost engagement and improve satisfaction.</p> <h3 class="wp-block-heading">Better Campaign ROI</h3> <p>CI-enhanced marketing can also improve your campaign ROI. Let’s walk through the steps of why:</p> <ul class="wp-block-list"><li>Every ad view/impression costs money (rates vary widely, but <a href="https://www.webfx.com/blog/ppc/much-cost-advertise-google-adwords" target="_blank" rel="noreferrer noopener">between $0.11 and $0.50 per click</a> is a common range).</li> <li>Not every viewer will convert.</li> <li>Some ad views go to viewers with low or no potential to convert.</li></ul> <p>That last step is the frustrating one. Spending money on ads with zero potential is a lot like setting dollar bills on fire. Using CI data to understand sentiment allows you to cater your advertising messaging and targeting for better conversions and a greater return on your investment.</p> <h3 class="wp-block-heading">Data-Driven Decision Making</h3> <p>Marketers know that there are plenty of vibes at play in the industry. Highly market-tested, million-dollar commercials fall flat or even negatively impact a brand based on, well, vibes.</p> <p>But the savviest, most experienced marketers will tell you that behind any real vibe is a very real set of data. Too much vibe-reading (without looking into the data <em>behind</em> the vibes) can become problematic.</p> <p>CI software unlocks richer, more granular audience data, including how those local audiences are feeling. Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbers—not just vibes. </p> <h2 class="wp-block-heading">Use Cases of Conversational Intelligence in Location-Based Campaigns</h2> <p>We’ve covered <em>why</em> conversational intelligence makes sense in local marketing, so now it’s time to examine the <em>how</em>. Consider these five specific use cases where businesses are using CI to accomplish more with their location-based campaigns. </p> <h3 class="wp-block-heading">1. Enhancing Geo-Targeted Advertising</h3> <p>With CI, businesses can better tailor their ads to local target audiences based on conversational trends. For example, say a community discusses an upcoming neighborhood-wide event on social media. A retailer might pick up on this via CI and run a hyper-local ad campaign with digital marketing messages highlighting products that people might want for that event. </p> <h3 class="wp-block-heading">2. Improving Local Customer Engagement</h3> <p>Large brands can also use CI to deliver more authentic local engagement at scale, leading customers to see individual business locations as part of the neighborhood or community, not just a faceless brand.</p> <p>A grocery chain might identify that customers in a specific neighborhood frequently mention a product on social media or complain to customer support that they can never find a particular product. Neighborhood stores could then adjust both their targeted ads (using location targeting to reach potential customers in proximity to a specific physical location) <em>and </em>in-store placement, showing a responsive attitude to local concerns. </p> <h3 class="wp-block-heading">3. Optimizing Multi-Location Campaigns</h3> <p>CI also enables businesses to identify differences in responses and performance across multiple geographic locations. Using <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a>, businesses can identify what is and isn’t working in different locations and make campaign adjustments where needed. </p> <p>Along the same lines, businesses can make more informed decisions about resource allocation. Is a retail store campaign performing especially well in location A, but especially poorly in location C? Increasing ad spend in location A’s region makes sense, while dialing back (or reworking the campaign entirely) may be the better approach in location C’s area.</p> <h3 class="wp-block-heading">4. Driving Real-Time Personalization</h3> <p>When paired with an end-to-end customer experience (CX) platform, conversation intelligence can even enable adjustments in real time based on live data from specific areas. Sudden weather events could trigger adjusted messaging, steering customers toward indoor experiences or reminding them of weather-related items. </p> <p>Brands can use real-time personalization to adjust messaging based on local events as they are happening or immediately afterward as well. The possibilities here are wide-ranging, depending on what a business offers and how real-time events might affect sales.</p> <h3 class="wp-block-heading">5. Tracking Regional Sentiment and Trends</h3> <p>CI analyzes sentiment on multiple levels, including at a regional level. Organizations can use this level of granularity to identify emerging trends that may not extend across the entire customer base but are still significant at the regional level.</p> <p>There are all sorts of reasons (from regional preferences to slang to sensibilities) that a particular campaign could perform well in most markets but poorly in a specific region. Rather than scrapping a campaign entirely, businesses can use regional sentiment tracking to identify where to keep the campaign and where to adjust.</p> <h2 class="wp-block-heading">How To Get Started with Conversational Intelligence for Local Campaigns</h2> <p>Conversational intelligence can deliver powerful insights across all types of location-based campaigns. But first, you’ll need to integrate the tools and platforms you’re using for both CI and location-specific data.</p> <p>The simplest way to do this is to use InMoment’s integrated Experience Improvement (XI) platform, where the integration is done for you automatically. But, whether you use InMoment’s comprehensive tool or another option, you can follow these five steps to get started with CI for local campaigns:</p> <ul class="wp-block-list"><li><strong>Pair data sources: </strong>Ensure you can access your conversational data sources and location data in the same place (and that those data sets can communicate with one another).</li> <li><strong>Select the right tools: </strong>Not every analytics tool is capable of collecting or working with CI data, so ensure you choose one with dedicated CI features.</li> <li><strong>Identify key </strong><a href="https://www.yoose.com/news/location-based-marketing-6-key-metrics-you-need-to-measure-and-boost" target="_blank" rel="noreferrer noopener"><strong>location-based metrics</strong></a><strong>: </strong>Some metrics have highly localized value, while others aren’t as useful at the location level. This may also vary depending on what you’re selling and who your customers are.</li> <li><strong>Train staff to analyze localized insights: </strong>Make sure those who work with your analytics tools know how to interpret localized insights and when to prioritize them.</li> <li><strong>Optimize </strong><a href="https://blog.emb.global/regional-marketing-strategies/" target="_blank" rel="noreferrer noopener"><strong>region-specific marketing</strong></a><strong> efforts: </strong>Use the insights you’ve gained to begin optimizing marketing campaigns for specific regions where applicable.</li></ul> <h2 class="wp-block-heading">Elevate Your Location-Based Campaigns With Conversational Intelligence from InMoment</h2> <p>Conversational intelligence is a true paradigm shift for businesses that need to understand customer sentiment at scale. CI is increasingly playing a role beyond customer support, expanding into marketing and location-based marketing efforts.</p> <p>InMoment is the Experience Intelligence platform built for large businesses that need a modern approach to scaling customer experience efforts and understanding customer sentiment. It’s the ideal solution for data-minded organizations looking to step up their marketing efforts with conversational insights.</p> <p><strong>See how your business can leverage </strong><a href="https://inmoment.com/conversation-analytics-software/"><strong>InMoment’s conversational intelligence</strong></a><strong> tools to deliver hyper-personalized marketing at scale.</strong></p>]]></content:encoded> </item> </channel></rss> If you would like to create a banner that links to this page (i.e. this validation result), do the following:
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