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Conversation Insights
Table of Contents
Introduction
Conversation Insights provides a detailed analysis of a deal record. Clicking on Conversation Insights will show Conversation Insights for that Deal.
The Conversation Insights will display information regarding the Sentiments, Competitors, Deal Score, Predicted Closed Date, Conversation Timeline, and Touchpoint Summary.
The Sales team can go through these Insights and understand the different phases of a deal. They can understand the sentiments and adjust to satisfy the customer. The Predicted Closed Date will help close the deal faster.
The Conversation Timeline will help understand the conversations between customers and sales agents. This could be through Emails, Phone calls, Email Campaigns, Cases, Chats, Documents, Meetings, or Web Activity.
When the Deals are Calculus enabled, it will analyze all the conversations about a deal and suggests Sentiments, Competitors, Deal Score, and Predicted Closed Date.
With sentiment analysis service, it can predict whether the customer is satisfied with the service from an email conversation. Based on the conversation, it will represent an emoji if it is positive, neutral, or negative.
Feature Availability
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Benefits
The benefits of Conversation Insights are:
- Data-driven decision-making - Conversation Insights offers a wealth of data that can inform strategic decision-making. By analyzing customer conversations, you can identify market trends, preferences, and emerging opportunities.
- Improved Customer Engagement - Vtiger CRM can identify important customer touchpoints, sentiment analysis, and engagement metrics by analyzing conversation data.
- Enhanced Customer Understanding - Conversation insights enable you to better understand your customers by capturing and analyzing their interactions across multiple channels, including emails, calls, chats, and sentiments.
In this article, you will learn:
- Conversation Insights Screen
- Understand your competitors
- Identify the sentiments in a deal record
- Understand the Deal Score
- Actions using analyzed data
Key Terminology
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Conversation Insights Screen
Let us understand different sections in the Conversation Insights screen.
The below section displays the following:
- Competitors - This section displays the name and number of Competitors mentioned by the customer during the conversation for the particular deal.
- Sentiments - This section displays the number and type of Sentiments for the particular deal based on the interactions with the customer.
- Deals Score - This section graphically displays the Deal Score for the particular deal.
- Predicted Close Date - This displays the Predicted Close Date in the calendar view for the particular deal.
- Conversation Timeline - This displays all the conversations that have occurred for the particular deal By Channel, Category, and Sentiment.
- Touchpoint Summary - This displays the total number of Emails, Webchat, web activity, Cases, Calendars, Email Campaigns, and PhoneCalls attended by people classified as influencers and decision makers for a particular deal.
By Channel
Conversation Timeline by Channel displays the number and type of monthly conversations that have taken place for the particular deal via various conversation mediums such as Phone Calls, Email Campaigns, Chats, Documents, Meetings, and Web Activities. They are represented in different color codes, as shown below.
Emails
For instance, let us consider Channel Emails. The color code for Emails is blue. Hence the vertical blue bars represent the email conversations for the particular deal.
Clicking on a vertical bar will display the Channel, the email's subject, along with other details and Sentiments if available for the same as shown.
Clicking on the email subject will direct you to the particular email conversation. The above screenshot shows you the Conversation Timeline by Channel Email.
The same procedure applies to all the other categories, such as Phone Calls, Email Campaigns, Chats, Documents, Meetings, and Web Activity.
By Category
Conversation Timeline by Category displays the categories such as Competitor, Feature, Playbook, Value, Pricing, Timeframe, and Others in the monthly conversations that have taken place for the particular deal. These categories are also color-coded, as shown above.
For instance, let us consider the Category Competitor. The color code for Competitor is blue. The vertical blue bars represent Competitors that were mentioned in the email conversations that have occurred for the particular deal.
Clicking each vertical bar displays the Category, subject of the email, Other details, and sentiment if available for the same.
The same procedure applies to all the other categories, such as Feature, Playbook, Value, Pricing, Timeframe, and Others.
By Sentiment
Conversation Timeline by Sentiment displays the Sentiments such as Positive, Neutral, and Negative in the monthly conversations that have taken place for the particular deal. They are also displayed based on the color codes shown above.
For instance, let us consider the sentiment, Positive. The vertical green bars represent Positive sentiments in the email conversation that have occurred for the particular deal.
Clicking each vertical bar will display the Channel, the email's subject, other details, and the Sentiment, if available.
The same procedure applies to the other two sentiments.
Customer Engagements - When the Customer Engagements toggle is enabled, you will find all the conversations between the customer and sales agents. This could be through different channels, categories, and sentiments month-wise.
The channels will include Emails, Phonecalls, Email campaigns, Cases, Chats, Documents, Meetings, and Web Activity. The Category includes Competitor, Feature, Playbook, Value, Pricing, Timeframe, and others.
The Sentiments include Positve, Neutral, and Negative.
Touchpoints Summary
Touchpoints Summary displays the total number of Emails, Webchat, web activity, Cases, Calendars, Email Campaigns, and PhoneCalls attended by people classified as influencers and decision makers for a particular deal.
Influencers, Decision Makers, etc., are roles that can be assigned to the customers based on their contributions to the deal. Roles are assigned to the contacts mentioned on a deal record.
By Owners
The By Owners section displays the name and count of Emails, Webchat, Web Activity, Cases, Calendars, Email Campaigns, and phone calls sent out by a specific executive.
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Actions Using Analyzed Data
Phone Calls
Calculus analyzes voice recordings and transcripts and identifies the following:
- Talk to Listen to ratio - Ideal Sales rep should have only 50 to 60% of talk time.
- Mood - Is the Sales rep speaking passionately or reading a script?
- Rate of speech - Is the Sales rep too fast?
- Use of filler words - Filler words aren’t necessarily bad. Some filler words, especially conversationalist ones, are good as they let the customer continue speaking.
The calls are tagged with the stage of the deal to distinguish discovery calls from demos and negotiation calls that happen downstream.
After analyzing, Calculus automatically flags conversations that need to be reviewed by managers.
Identifying Improvement Areas
Calculus analyzes emails sent by the Sales rep to identify areas for improvement. It looks for the following:
- Grammar
- Completeness of response (Roadmap)
Email Reply Assistant
When responding to prospects ' emails, put information at your sales rep’s fingertips. Calculus reads the incoming email and suggests information that can be included in the response. Calculus recommends sending the right email templates and documents based on incoming emails.
Calculus also can automatically alert the manager when it finds a certain pattern in incoming emails.