Phone support is indispensable to customers for emotional, urgent and complex questions. Just think about the last time you were waiting for a large refund or needed to do a health insurance claim! It is also the richest source of feedback for companies. But voice is a really hard medium to analyse and extract data from. When we spoke to 100+ customer support leaders we learned that
on average managers listen to at most 10 calls per week. This means companies are losing valuable information about how they can improve their service and product.
In recent years there has been a lot of innovation around text-based support and analysis of text communication, but calls and voice innovation has lagged behind. At Cordless we strongly believe that in the next 5 years every company that supports voice will use AI to systematically analyse their conversations and derive insights about their customer experience.
Customer support is often viewed as a cost centre. And as a result, we see that existing conversation intelligence tools have been built for sales teams. In reality, services teams are the ones building relationships with customers, which directly impacts retention and revenue.
83% of customers overwhelmingly agree that they feel more loyal to brands that respond to and resolve their complaints.