JustCall, a contact center software provider backed by Sequoia Capital, has recently introduced JustCall iQ, an AI-driven conversational intelligence platform for small and medium-sized businesses (SMBs). This solution is designed to enhance the performance of call center sales teams, operations, and customer support.
Features and Benefits
JustCall iQ uses AI to provide real-time coaching and sentiment analysis. This helps call center agents achieve optimal performance quickly. The company claims that its approach enables agents to achieve peak performance within days instead of the conventional months-long training methods.
The platform, facilitated by an AI bot, automatically records and transcribes all calls, delivering teams a transcript of their meetings. This streamlined process allows managers to conduct efficient call reviews without having to listen for the entire duration. After analysis, the system assists sales teams in identifying crucial moments that contribute to successful or unsuccessful calls. This helps sales employees improve their pitches and convert potential leads, while support teams can use the insights to improve customer satisfaction and drive business growth.
Early adopters of JustCall iQ have experienced significant improvements, such as a 44% increase in closed-won rates, a 25% reduction in average handle time, and a 32% boost in customer satisfaction.
JustCall iQ’s post-call reports offer an overview of each call, including performance assessment, key takeaways, and actionable steps to reinforce successes and address challenges in future calls. This eliminates guesswork in call analysis and provides valuable insights.
Sentiment Analysis
JustCall iQ emphasizes sentiment analysis as a valuable tool for managers to accurately evaluate the effectiveness of their pitches and delivery in customer interactions. By employing emotion detection and language processing, customer sentiment analysis delves deep into customers’ emotions and reactions.
Admins and managers can use sentiment analysis to identify trends that inform their guidance and coaching of agents. Sentiment analysis is crucial in monitoring each call’s emotional quotient (EQ), focusing on vital parameters including fluency, empathy, satisfaction, interest levels, excitement levels, politeness, and patience.
Organizations learn from precise and unbiased insights delivered after every call, eliminating the guesswork and need for manual data mining, which saves managers valuable time and ensures a more objective analysis of customer interactions.
Customer Success Stories
The company said that online insurance provider Apollo Insurance has adopted the JustCall iQ platform to gain insights into its customer interactions. The platform enables Apollo to track metrics such as text volume, call duration, agent performance, and the average communication count that results in conversions.
Similarly, Newity, a small business lender, has used JustCall iQ to improve operational efficiencies in its financial services business. Its sales and support teams use the platform’s real-time features, including agent assistance and real-time coaching, increasing their efficiency over a traditional QA team.
JustCall iQ is a valuable tool for SMBs looking to enhance the performance of their call center sales teams, operations, and customer support. The platform’s AI-driven features, real-time coaching, and sentiment analysis enable agents to achieve peak performance quickly and efficiently. Its post-call reports offer valuable insights, eliminating guesswork in call analysis. The platform also improves feedback and engagement and helps guide agents with the right prompts as calls happen.
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