Conversation intelligence is the technology used to identify insights from prospect and sales conversations, done with the aim of helping sales reps improve their overall processes and quality of customer calls. Conversation intelligence can allow salespeople to bring up the most relevant points during a conversation while ensuring they have the right information they need to understand customer intent.
Conversation intelligence today can include so much more than plain call analytics solutions. AI-powered meeting tools that provide action items for future customer conversations can help optimize sales messaging and efforts for instance.
In the B2B sales environment, it is common for sales teams to struggle with long-winded buying cycles. Real-time insights about the prospect’s current state of mind or purchase journey can allow sales teams to improve how they time and build agendas for customer meetings.
Conversation intelligence features can enhance a sales team’s output and helps in streamlining their whole prospecting game. Here are a few top benefits of conversation intelligence to modern day B2B sales teams:
Boosts Customer and Sales Rep Onboarding Processes
If used correctly, conversation intelligence tools can enable a better customer and sales onboarding process. For customers: insights drawn from their conversations with sales during the purchasing stage can be used to further customize the end-to-end onboarding process.
For new sales reps: insights and recordings from previous sales calls can be used to train new team executives. A sales rep’s onboarding that involves learning data based on actual sales conversations and how they played out can allow them to pick up pieces of the puzzle a lot earlier in their role.
AI powered systems that prompt sellers with the relevant talking points at the right time can lead to quicker training processes, making new sales reps fit to sit in on actual conversations sooner, this allows sales managers to save time on these sessions and focus on other critical areas.
Inadequate onboarding for new sales reps can lead to lost revenue, using the right tools and data to quicken the onboarding and training process while still inculcating the right learning points effectively in them can be useful in the long run.
Drives Sales Productivity
Most conversation intelligence platforms have real-time call analytics features to allow sales teams visibility into call performance when they review them at a later stage, this also allows sales managers to assess the team calls to identify problem areas earlier on in the sales cycle.
Some sophisticated tools offer other features like transcriptions and notes, even post call summaries that can be handy to sales teams. These prompts help sales and customer facing teams pick up where an earlier conversation left off, identify and use the right triggers to achieve a goal in a future conversation and build a more personalized process that can reduce the buying journey on the whole.
Enables Data Driven Processes
One of the main goals for any martech – sales tech leaders is to limit the amount of data silos or disparate systems. Conversation intelligence when integrated with other existing systems can allow sales teams to have insights delivered straight to their inbox with it also being updated in the central CRM.
When set up to deliver more insights on customers and prospects, these systems can enrich the scope of customer data that both teams: marketing and sales can find useful for future campaigns.
Should you power your salestech with conversation intelligence solutions?
Conversation intelligence can be used in many ways, it can allow sales managers to identify problem areas in sales calls, it can offer talk tracks for future learning or improvements, it can enrich the data sales and marketing teams collect on their prospects and customers.
These tools serve their benefit in more ways than one when integrated into central processes and salestech/martech systems. Conversation intelligence platforms can empower multiple teams in an organization, from product marketing people to other customer facing teams.