Last time, I talked about ‘insight for action’(Enriching Customer Conversations with what you already know’?) and how VoiceSage is helping clients get ever more effective in their customer outreach and engaging in more effective customer conversations by continuously learning from each individual customer interaction. An activity that leads to a constant feedback and improvement cycle that is crucial in driving better customer conversations.

Know your customer
I would like to push ahead a bit more on that, perhaps by making it concrete with some real-world context. Collections, by its very nature, is a challenge; customers try to avoid the call. So I want to know that, if George answers his phone between eight and 10 in the morning, then I am not going to bother calling him at three in the afternoon or sending him a text at 7 in the evening. I’m going to try and call him in that window, because George’s individual response behaviours across a variety of contact attempts dictate that this is what he will do.

Use the information
Wouldn’t it be great if you had a way of aggregating all this information and getting the sort of insight about the customer that your BI investment never really gave you? Well, it can be done. How? By – without ever compromising data protection – pooling knowledge, gained from analyzing the individual customer interaction. It is not until you communicate with customers like George numerous times that you get a view of how they actually engage.

Many technologies do not give that insight; when VoiceSage interacts with customers with an SMS text message or an interactive voice message, each interaction is tracked, we know how customers have reacted, we know when and by what means they have responded to the communication. The timelines and the outcomes.

Make better decisions
The point is we can measure that response. And that means that VoiceSage really in unique in offering true metrics and analysis – the most solid foundations for any sort of business decision, as it’s based on the real world. Isn’t that where you’d like all your decisions to come from, after all?

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