The term conversational intelligence has gained popularity recently, in large part thanks to an increase in artificial intelligence tools. In particular, companies have deployed conversational analysis tools or chatbots to boost their business. Here are the different ways to use conversational intelligence:
Lead qualification: Many prospects interact with chatbots and AI-based virtual assistants to easily access guidance on products and services. That’s one common, customer-facing purpose of these tools. But these tools have an internal-facing purpose as well, which is to redirect these to appropriate contact for further nurturing.
Understanding prospect/customer needs: Companies can use conversational analysis to prospect and customer needs, leading to key changes to the sales and customer relationship strategies. These conversational intelligence analyses also allow you to identify new trends and correct pitfalls in the sales or customer experience.
Training and sales coaching: conversational intelligence can improve the quality and efficacy of sales training. Conversational intelligence tools can give the salespeople examples of effective conversations and arguments during sales pitches.
Personalise product/service offers: tools powered by conversational intelligence can give insight into prospect/customer preferences and desires that may go unnoticed by a busy salesperson.