Customer Success teams are the front line for customer interactions. They tackle hundreds, if not thousands, of unique client requests every day. From implementation challenges to new feature requests, “everything is on fire, fix it now!” to wins for happy clients, churn indicators to upsell opportunities, client success will hear it all.
When that much information goes to one team, missed opportunities are bound to happen. Conversation intelligence can help capture those opportunities and turn them into wins for any team.
Check out nine ways your customer success team can leverage call analytics:
1. Recording & Annotating Client Training Calls
Most CSMs leverage a web conferencing tool such as Zoom.us to conduct client training. Conversation intelligence allows you to highlight, comment on, and annotate those recordings. Clients can then go back to the training session and find the exact topic they want to brush up on.
2. Sharing Information with Technical Support & Implementation Teams
Ensure Technical Support has all the details they need to resolve an issue or answer a question. Share the call recording with questions or bugs highlighted so they can hear exactly what the client said.
Conversation intelligence is also helpful for Implementation Teams. Prevent headaches later on by highlighting and sharing the small, but important details a client brought up.
3. Boost Morale by Sharing Positive Calls
Everyone enjoys hearing a compliment. Boost morale across your teams by sharing positive calls and customer wins. This is particularly great for non-customer facing teams like software development. Give them a first-hand account of how their work impacts someone else’s day-to-day.
Customer Success leaders get roped into difficult situations and calls which can put a damper on your day. Build a library of positive calls to listen to when you or your team need a reminder that at the end of the day, it’s all worth it.
4. Give Your Marketing Team Leads for Case Studies
Finding the right clients to include in case studies can take hours of research. Share calls containing positive feedback and wins for clients with your marketing team. This will help them identify which clients to use and what wins to highlight in the case study.
5. Gain Insights from Sales Calls Before Onboarding New Clients
Tailor onboarding to each unique client based on what they said during the sales process. Are there certain features they’re excited about? Questions they had that you can answer better?
You can also leverage call analytics for squashing any he-said she-said situations. A client may say they had different expectations set by the sales team, but the game tape doesn’t lie.
6. Enable the Sales Team with Upsell Opportunities
Large upsell opportunities can present themselves during any call. Is your CS team sharing those opportunities with the sales team? Make the process straightforward. Highlight upsell information in a call recording and share it with your sales team.
7. Building CS Libraries
Call libraries offer a way to cut down training and save time in your day. Train new account managers, engagement specialists, and support gurus on best practices.
Instead of always having to be the bearer of bad news or doing ride alongs, build out a ‘bad news’ library. Reps can listen to calls and learn how to denote empathy. They’ll also pick up on the right verbiage to maintain the client’s confidence in your company–even when something’s broken.
8. Call Coaching & Asking For Feedback
Encourage your team to ask for feedback from you and their peers. Use coaching sessions to enable your CS team to speak to technical details, deliver bad news, communicate with senior stakeholders, and conduct QBRs like a seasoned pro.
9. Prepare for QBRs By Listening to Kickoff Calls
Take your QBRs from average to astonishing. Grab metrics and quotes from kickoff calls and explore key conversations where challenges were resolved. CSMs can even embed voice snippets directly from the client in the presentation.
Want to see more ways to leverage call insights? Check out 101 Use Cases for Conversation Intelligence »