5 ways tech companies can use customer insights - TechCentral

for managers and supervisors. Tech companies with customer service and support centres can have thousands of customer interactions per day, which are ripe with data-driven performance insights for coaches.

Capturing your employee’s side of conversations that occur beyond surveys can help drive more relevant employee engagement programmes. The right insights equip managers, supervisors and HR leaders to have more informed conversations about their future path and direction at your organisation, while retaining valuable employees in the process.Generating revenue is top of mind for tech companies.

Another area where conversation intelligence can be particularly helpful is retention. This technology helps sales and support teams understand certain signals such as churn-likely behaviour in existing customers. Real-time guidance for reps can help guide them through potentially difficult situations for retention.Where there’s smoke, there’s fire! That doesn’t necessarily have to be the case for customer issues.

For example, if customers don’t respond well to a digital marketing campaign or strategy, the marketing team can make adjustments . For issues such as warranties or product safety issues, product teams can detect signs of dissatisfaction and make adjustments before a larger event, such as a recall, needs to take place.While we’re talking about product quality, it’s important to note that conversation intelligence is a powerful tool in a product team’s toolkit.

Tech companies that uncover and use deep customer insights effectively can compete better and retain talent, despite economic conditions or other challenges. Not only can conversation intelligence differentiate the experiences and outcomes tech companies deliver to their customers, it can also drive cross-functional improvements across customer support, sales, marketing, product and beyond.

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