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.