How Aircall helps sales and customer support teams learn what customers really care about

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Over 500 Aircall customers are now transforming their sales and customer support calls into actionable coaching opportunities, compelling customer insights, and improved team performance. 

Last year, we introduced Aircall AI to help sales and customer support managers coach their teams faster, by summarising conversations and pulling out only the most actionable insights. This has been transformative for customers like Puls, who now save an average of 1 hour per agent, per month on call reviews. 

But individual calls, while useful data points, can’t help managers answer broader, high-level questions: What topics does my team struggle with? What do customers really care about, and how can my team better serve them? 

Now managers can start answering these questions with data pulled directly from customer conversations, aggregated in easy-to-read, visual dashboards that supply real business insights for sales and customer support leaders. 

Meet Trending Topics

Trending Topics gives managers a bird’s eye-view on the topics customers and agents are talking about, so they can assess team performance without having to review each call individually. 

A lack of time and resources is often the number one challenge sales and customer support managers face that prevent them from coaching their team. It makes sense; coaching can be time-intensive, and it’s hard to sacrifice hours that could be spent prospecting new customers, maintaining support SLAs, or stepping out for a hard-earned afternoon coffee. 

Yet sales and support managers agree that team coaching is crucial for growth. New hires need to be onboarded and trained. Existing agents crave learning opportunities to grow their skills and careers. Plus, in order to make meaningful progress on bottom-line metrics like conversion and CSAT, every agent needs to be operating at peak performance, which is impossible without a manager helping them develop their skills. 

Track business-critical conversations

Certain topics, like pricing discussions or renewal negotiations, are essential for business sustainability. Trending Topics enables managers to monitor these conversations closely, ensuring they are handled effectively. The insights gained can inform training programs and strategic adjustments, driving better outcomes for the business.

When defining a topic to track, managers have the ability to narrow down the scope and pinpoint areas of focus with precision. You can choose to track a topic on specific points like subset of numbers, users, call outcomes, or by who mentioned the topic in question–customers or agents. 

The results displayed on these topic dashboards can then be further filtered by agent, customer, or number. Managers can filter results by VIP customers to understand how top-priority conversations have been handled, or they can filter by agents to review recent individual performance. 

Based on how sales and customer support teams are structured, these filters allow managers to break down results in a way that perfectly matches their operations. 

Easily monitor new team initiatives

Recently adopted a new sales methodology? Updated an old script? Launched a new product or promotion that reps should be talking about? 

Implementing new initiatives can be challenging. Managers need to ensure that the team adopts these changes smoothly and consistently. With Trending Topics, tracking the adoption process becomes straightforward. Managers can see how often the new initiative is mentioned in conversations, gauge sentiment, and identify areas where additional training might be needed.

Once you define a keyword that you’d like to track, you’ll see the evolution of mentions over time across your team’s conversations. Trending Topics also displays the agent who has mentioned this keyword the most, the line on which the keyword is mentioned most often, and, for a deeper dive, a list of the most recent conversations that contain this keyword. 

Together, the Trending Topics dashboard gives managers a toolkit to understand how customers and teams talk about a given topic–so managers can coach their teams accordingly. 

Identify and address common pain points

Customer and team pain points can significantly impact performance and satisfaction. By tracking these issues over time, managers can gain a comprehensive understanding of their evolution. This insight allows for targeted interventions, improving both customer experience and team morale.

Trending Topics dashboards display the most prevalent customer mood associated with a topic–positive, negative, or neutral. This allows managers to understand in an instant which topics customers and agents are struggling with, so they can prioritise coaching efforts accordingly. 

Average call length also provides a useful indicator as to how teams perform when talking about a certain topic. For customer support teams, average call duration can help flag the topics that are keeping customers and agents stuck on the phone and holding up call center operations. For sales teams, average call length can offer a useful indicator as to which topics manage to keep prospects engaged during cold call sessions. 

Reach peak performance with conversation intelligence 

Trending Topics is a game-changer for sales and customer support managers. By distilling actionable data from your conversations, managers can now make informed decisions with unprecedented ease. 

Trending Topics not only saves valuable time but also ensures that coaching is targeted and effective, ultimately driving better team performance, higher CSAT, and more reliable conversion. 

Ready to leverage Trending Topics to power team coaching and gain business intelligence? Request a demo of Aircall and Aircall AI today.

Published on August 2, 2024.