Triple helping of immediate strategic insight with Conversation Analytics

Andy Vale

By Andy Vale
7 Jul 2021


3 min read

Contents

They say three’s a crowd, but the conversations you have with your customers make an even larger focus group that’s always welcome. An honest set of audience engagements teeming with desires, feedback, and insights on where you can really make a difference. But do you really have time to listen to every call?

Today, Conversation Analytics takes three big steps toward helping you unearth the truths to transform your business.

Every Conversation Analytics customer can now access Top Words, a trio of interactive wordclouds in the Hub. Not only are these based on all calls within a timeframe of your choosing, you can also click on any word to see all relevant calls.

Let’s pop our heads into the clouds.

1) Constant Learning – Top 50 Spotlight Keywords

If you don’t know what you’re looking for, how can you look for it? This is why our latest Spotlight update highlights the top fifty keywords from calls that you aren’t searching for.

Update your strategies faster, identify issues to resolve them quicker, flexibly respond to the marketplace ahead of the competition, and discover your latest conversation trends before you know you have them.

Here’s an example of how that could look for a chain of automotive dealerships.

Infinity-Blog-Conversation-Analytics-WordCloud-Spotlight.png

As we can see, a major film franchise is clearly on the radar of buyers and inspiring conversations, this could influence marketing messaging and potential partnerships. There’s also a popular Porsche model (the Taycan) that hasn’t been added to this account’s keyword list. A large amount of people are clearly enquiring about services available on Sunday, which would inform staffing and communications updates.

In a few seconds, we have unearthed insights to inform marketing strategy, operational tactics, and optimised usage of the Infinity platform.

2) What matters to you – Top 50 Keywords

You’re probably checking in quite regularly on your main keywords. Maybe you’re seeing what’s been said about a new product, maybe you want to know what’s influencing sales, or perhaps you’re identifying frequent triggers for support calls.

This is a great habit to get into, but sometimes it’s worth zooming out a bit and seeing what else is bubbling up and deserves your attention. This wordcloud highlights the top 50 keywords that you’re already searching for, and how many times they’re occurring on calls, all in one place.

Common choices of keywords include things like:

  • Brands
  • Products
  • Locations
  • Outcomes
  • Competitors
  • Trends
  • Script terms


3) The Broadest Overview - Top Groups

The best way to organise your keywords is to connect related ones in a group, this will help you understand the types of calls you are receiving.

This wordcloud gives you a clear overview of which groups are driving the most calls. Here’s an example based on some common groups that our travel clients have set up.

Infinity-Blog-Conversation-Analytics-WordCloud-Group.png

From this, we can see that there is an appetite for cruises and that activity targeted at a ‘foodie’ persona seems to be working. Meanwhile, many travellers are still keen on getting clarity on Covid policies, but are ready to discuss bookings.

Bonus - Hone in on each call

Remember, we recently rolled out Spotlight wordclouds for each individual call, showing you key terms spoken by caller and phone agent, which you aren’t already tracking.

Boost your understanding of your most valuable callers, common service queries, or those interested in a specific product.

This will give you granular insight on any call you choose, whether you have picked it out by source, transaction value, or other keywords mentioned.


Want to really understand your audience?

Existing Conversation Analytics users can see these wordclouds in Infinity’s Hub starting from today. If you are an Infinity client and are interested in trying out Conversation Analytics then speak to your Customer Success Manager today.

Not yet an Infinity client? We’d love to hear about your biggest marketing, sales, or contact centre challenges and how we can help, start a conversation with us today.

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

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