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March 9, 2018

101 Conversation Intelligence Platform Use Cases

Blog 2 - 1200x800
By Steve Richard

There are 101 ways that customers can use a conversation intelligence platform. We observed and we listened, then documented here for your benefit. How else can you leverage your conversation assets? Comment below.

Conversation Intelligence Allows Sales Executives to:

  1. Helps New Sales VP assessing organization in first 100 days
  2. Can record sales managers doing pipeline reviews
  3. Helps understand what’s being said on sales calls at scale
  4. Aids in Sharing ideas and real sales call examples with geographically distributed sales reps
  5. Aligns sales managers on what a good sales call looks like
  6. Provides guidance for managers to coach with while developing the skill of sales manager coaching
  7. Helps forecast sales by listening to the last 3 minutes of the most recent call to know immediately if a deal is going to close or not
  8. Enables the Implementation of a call evaluation scoring program
  9. Allows you to use select parts of highlighted sales calls at sales kickoff (SKO) meetings
  10. Allows you to use select parts of highlighted sales calls to illustrate points or settle debates at Board meetings
  11. Enables reps review and annotate one of your call recordings to set the right tone for a culture of safe learning – putting yourself out there
  12. Exposes managers who don’t coach
  13. Provide Win/loss reviews
  14. – Monitor, coach, and score calls from Remote reps who work from home, just like they are in the office

Conversation Intelligence Allows Sales Managers to:

  1. Provides insight on Diagnosing problems in turnaround situation
  2. Onboarding – push the easy button by having new reps listen to the best calls of experienced reps and see annotations for why they are good
  3. CRM has no notes – pull up the calls with that account to get up to speed
  4. Reduces the ramp time to productivity for new reps
  5. Provides field monitoring and coaching without getting on a plane, train, or automobile
  6. Reduces down time doing side-by-sides
  7. Ensures that reps are using our messaging consistently
  8. Ensures that reps asking the right questions and listening
  9. Ask about other decision makers early enough in the sales process
  10. Confirm that your reps are not interrupting the customer
  11. Seizing opportunities to challenge the buyer’s status quo
  12. Checking that reps are doing our demo the right way
  13. Ensure reps are differentiating effectively
  14. Don’t miss any buying signals
  15. Makes sure reps bring up other products?
  16. Verifies that reps are closing the call with concrete next steps?
  17. Enables a Best call of the month contest
  18. Assists in Closing deals that wouldn’t have closed
  19. Call calibrations
  20. Role play on the phone and review the ‘practice tape’ with conversation intelligence

Conversation Intelligence Helps to Ensure that Your Reps are:

  1. Veteran sales reps getting out of a slump with self-diagnosis
  2. Listening to one of your own best calls to psych yourself up to start your day
  3. Eliminates filler words
  4. Setting agendas and upfront expectations correctly
  5. Ensure that your reps are not talking too much
  6. Ensure that your reps are asking the right questions
  7. Seizing opportunities to offer a different product
  8. Hearing buying signals and responding correctly
  9. Ending calls in concrete next steps rather than open ended
  10. Focusing less on note taking in the moment and more on being present during the conversation with the buyer
  11. Reviewing calls later and commenting on the timeline of the call
  12. Annotating calls and sharing with prospects who share with other decision makers to build consensus faster
  13. Field reps sharing best practices with peers who work out of home offices
  14. Listening to the SDR/BDR/ADR/LDR call to hear how they set the initial meeting to better prepare than reading notes in the CRM alone
  15. Individual development – just like watching ‘game film’ in sports
  16. Sharing parts of sales calls with sales engineers / solution consultants to get them up to speed and make the case for the time of the sales engineer / solution consultant for the next sales call
  17. Sharing calls with customer success to get stories of similar customers and references
  18. Sharing annotated calls with customer success / account managers after you close a deal to get them up to speed

Conversation Intelligences Allows Sales Enablement / Learning and Development to:

  1. Review reps skills mastery
  2. Enable the transfer of knowledge
  3. Ensure reps are using what they learned on real sales calls
  4. Ensure managers are reinforcing training curriculum
  5. Using real calls, with annotations, in the company LMS
  6. Engage Millennials
  7. Provide a fresh, new approach for company learning (real examples are better than role playing mock scenarios)
  8. Address the biggest objection from sales reps in the classroom: “Yes, but does this work in the real world?”

Conversation Intelligence Empowers Customer Success Teams to:

  1. Make sure your customers feel heard…Listened to… that their needs are being met… Find out from their point of view.
  2. Better hand off from sales – CS reviews highlights in sales calls to hear the voice of the customer unfiltered and better get up to speed
  3. Not relying on poor / inaccurate notes in CRM
  4. Maximize efficiency with one view of all conversations with an account
  5. Consistency in customer kick off calls, user training, quarterly check ins, and renewal calls
  6. Provide a more structured process that drives higher quality implementations
  7. Best practices in handling technical implementation
  8. Spotting and cataloguing new methods for conducting customer calls
  9. Being proactive – bringing up things that should be brought up
  10. Keep an eye on competitor mentions
  11. Sharing information, customer challenges, or game plans with other colleagues on the customer account team
  12. Share the voice of customer with the product team
  13. Missed opportunity for up-sell and cross-sell
  14. Saving customers that would have dropped and decreasing churn

Conversation Intelligence Lets Customer Support Teams:

  1. Ramping up new agents / specialists faster
  2. Lower time to resolution for support cases/tickets
  3. Improving customer satisfaction scores
  4. Decreased staffing to handle same call volume due to better call control
  5. Having a library of the best calls for different types of issue resolution
  6. Having a better pulse on what’s being said on the phone
  7. Decreasing the number of escalations needed as more issues are resolved on the first call
  8. Coaching Millennial agents / specialists who love to learn from real examples
  9. Help improve Erlang formula results
  10. Sharing support calls back to account managers, sales or customer success to keep them in the loop

Conversation Intelligence is Used by Marketing Teams to:

  1. Make sure marketing messaging is being used by sales reps
  2. See how the market is responding to our messaging
  3. Understand why leads from a particular marketing campaign aren’t converting into opportunities
  4. Hearing how AEs do discovery on first scheduled sales calls
  5. Hearing the ‘voice of the customer’ unfiltered
  6. What should our user conference theme be?
  7. See which speakers will drive the most registrations at our field marketing events
  8. Keeping a pulse on the market.
  9. Hearing how buyers react to our company compared with competitors.
  10. Creating a better customer experience by leveraging what’s being said to fill in the story beyond metrics
  11. Listen to customer pain points

Conversation Intelligence Platforms Are Used by Product Teams to:

  1. Assists in rolling out new products
  2. Provides asynchronous product training at scale
  3. Hearing customers want a feature

Conversation Intelligence is Leveraged by Channel Partners to:

  1. Sharing info with partners
  2. Find out what is working in the channel
  3. Resolving channel conflict – ‘the tape don’t lie’

Conversation Intelligence is Used by Information Technology (IT) to:

  1. Running out of storage space where recordings of phone calls and online screen sharing meetings are saved and avoiding extra variable costs

Bonus: Human Resources (HR) Use Conversation Intelligence to:

  1. Termination for cause – what’s being said on calls is inappropriate
  2. Learning what’s happening on recruiting calls
  3. Sharing screening calls with hiring managers
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