These days, it seems like the world of marketing moves faster than the speed of light. There’s always a new term to learn, strategy to enact, or best practice to deploy. We often forget some of the best tried-and-tested marketing strategies in this constant change and novelty. One of these neglected strategies is, undoubtedly, phone calls.
Phone calls remain the best tool for marketers to use, providing a wealth of information about what your customers want and need — in their own words. However, a significant portion of this potential remains untapped. Analyzing a single phone call transcript is easy — but not so easy when you have to review an entire team’s transcripts. Enter CallRail’s AI-powered call insights. These insights prove invaluable to marketers, agencies, and business owners. But how exactly does it work?
Lead conversion
CallRail’s AI mines phone call conversations and provides insights and valuable information that can be used for lead conversion. By identifying the best leads from your top marketing sources, AI allows you to prioritize your efforts and focus on the most hottest leads. This ensures that your resources are effectively utilized while simultaneously saving you time. Through CallRail’s Conversation Intelligence®, you can automate workflows for smoother lead follow-up. Finally, the AI-powered insights provide you with rich context for each lead, giving you a deeper understanding of their needs and preferences. Using this, you can develop personalized strategies and customized solutions, maximizing your chances of converting them into satisfied customers.
Customer experience
Phone call insights provide an opportunity to enhance your customer’s experience. Through the analysis of conversations, AI can provide valuable information to help you comprehensively understand your customers and their journey. This includes capturing details of each interaction, such as the topics discussed, tone of voice, sentiment, and any specific pain points or challenges mentioned. With this full picture of a lead's journey and interactions, businesses can deliver a more personalized and tailored customer experience. With AI-powered insights, companies can better understand customers' preferences, needs, and expectations, allowing them to provide relevant suggestions, recommendations, and solutions.
Agent performance
By reviewing conversation content, CallRail’s Conversation Intelligence offers useful coaching tips on call handling, giving your agents the guidance necessary to provide better customer service. The AI also aggregates insights across multiple calls or by individual agents, allowing you to gain a comprehensive understanding of your team's performance. With this technology, you can uncover positive or negative patterns or trends in sentiments expressed during the calls. This means you can identify common issues or recurring problems that may be affecting customer satisfaction. By addressing these areas of improvement, you can enhance the overall quality of your customer interactions.
Marketing optimization
One of the major advantages of AI-powered call insights is the ease of integrating it with different systems, including CRM platforms like HubSpot and various marketing automation tools. Using AI-powered insights, businesses arm themselves with a complete picture of the lead journey, from initial contact to final outcomes, across both digital and offline channels. Additionally, these insights enable marketers to measure the effectiveness of their marketing strategies in terms of return on investment (ROI). By tracking key performance indicators (KPIs) such as lead conversion rates, customer acquisition costs, and revenue generated, businesses can optimize their marketing efforts to achieve higher ROI.
CallRail’s Conversation Intelligence is purposely built to understand and analyze human speech. That means it can extract each valuable little nugget of information from phone calls while saving agents and managers over 94% of their time! The information from phone calls is first-hand knowledge directly from your customer’s mouth. The result is priceless data from a tried-and-tested marketing tool with a 21st-century twist. With CallRail, you can dive deep into this first-hand knowledge in half the time. Use the time saved to focus on activities that can further benefit your business.
About the author
Omar Rodriguez is a Community Manager on the HubSpot Creators Partnerships team. In his role, he provides support to a wide community of business content creators through events, programming, and vendor partnerships. Omar is a graduate of Suffolk University, where he studied Marketing and Public Relations.
