CONVERSATION INTELLIGENCE: YOUR BOTTOM LINE

One of the most common questions we are asked is, “Can Ventana bring me more sales?"

Ventana helps you improve Customer Experience. The rest is only a matter of time.

What is Customer Experience?

Customer Experience is more than just a buzzword – it’s the sum of all interactions with your audience: from awareness to conversion, from sales service to loyalty, and everything in between. Whether you’re selling a product or rendering a service, your customers will always remember their experience with you. Some may even become so enamored with their experience that they seek you out to spend their extra money this month. We’ve all asked the question, “What else do you have?” because feeling valued and important is simply addictive.

So, how do we elevate our Customer Experience to create these memorable interactions? The answer lies in Conversation Intelligence. By harnessing advanced AI analytics, you can transform each touchpoint into a meaningful and engaging experience, ensuring that every customer feels heard, valued, and eager to return.

Conversation Intelligence & Artificial Intelligence (AI)

AI forms the bedrock of Conversation Intelligence with its Natural Language Processing (NLP). With the sheer amount of interactions you have with your audience, it's simply impractical to ask a human person to sit down and read all of the conversations to find commonalities or trends.

In lay-person term, Ventana's integrated AI listens and works quietly in the background, collecting insights from your interactions and analysing their content to benefit your business. As the conversation happens, Ventana’s AI Live Sentiment Detection also monitors the mood of your customers, alerting you for the need of human intervention before your customers turn full on "Hulk Mode".

Why do we emphasize Conversation Intelligence?

1. It Improves Conversions.

Understanding why your customers are holding back from making that purchase is crucial in improving your future conversions. Without this insight, you're back to guesswork and gut feel to understand their motivations and apprehensions.

How your audience responds to each media choice, headline, call-to-action, etc. needs to be tested, measured, analysed, and improved upon. Conversation Intelligence will allow you to strategize and tweak each stage of your sales funnel to increase the bottom line.

2. It Improves Customers’ Experience

Measuring their sentiment at every point of the interaction allows you to learn what makes them happy, and what irks them. Do they find your website confusing? Do most of them need more information not readily available online? Are they having difficulties buying because their OTP isn't arriving?

Having this intelligence allows you to lower or possibly remove all the barriers of conversion that your customers are facing.

3. Increase Lifetime Value per customer

We are all human, and we are all driven by emotions. If we feel valued and heard, we are most likely to become repeat customers. Conversation Intelligence allows you to be proactive to your customers' needs and satisfaction, going beyond traditional surveys and feedback. Listen to all the engagements and interactions, comments and reactions from social media postings, self-service & FAQ bots.

By improving what matters to your customers, you foster customer loyalty, increase retention, and best of all, increase organic referrals to your business.

The merits of ‘knowing’ cannot be overstated.

Know yourself, know your opponent. Hundred battles, hundred won. – Sun Tzu, Art of War

Learn more: www.ventana.my