5 Essential Steps to Find Upsell and Cross-Sell Opportunities With Journey Analytics

Pointillist

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. Upsell Or Cross-sell?

Upsell Techniques That Work

Monet Software

Here are three tips on how agents can pull off a successful upsell. Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” Upsells are more effective when they arise naturally out of a conversation: “Yes, we’ll take care of that widget issue for you. Discover the benefits of speech analytics

Is it the right time to upsell to your customer?

Amity

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? Upsells. They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers?

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. contextual upsell and cross-sell.

Speech Analytics: Without It, Here’s What You’re Missing

Monet Software

You are, if you have a speech analytics solution. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize. Without speech analytics, here’s what you are missing: Greater Customer Insight.

How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. By Swati Sahai.

Everything You Need to Know about Text Analytics

Lumoa

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center. You’ll hear about better training sessions that result from analytics data identifying operational and performance issues. That is another advantage analytics provides.

How to Successfully Implement Customer Journey Analytics

Pointillist

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start.

Customer Data Analytics: How to Select the Best Tool for Your Needs

Pointillist

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. What are Customer Analytics Tools?

How to Successfully Implement Customer Journey Analytics – Part 2

Pointillist

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. In this two-part blog series, my intention has been to help you create a successful customer journey analytics implementation plan.

Speech Analytics: Without It, Here’s What You’re Missing

Monet Software

You are, if you have a speech analytics solution. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize. Without speech analytics, here’s what you are missing: Greater Customer Insight The more agents know about your customers the better they’ll be able to serve them. They will with the help provided by speech analytics.

Talkdesk and Ytica Uncover the Power of Contact Center Analytics

Talkdesk

When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. To begin, we covered some of the reasons that companies should start tracking contact center analytics.

The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Verint

Voice of the Customer Coaching Speech Analytics Contact Centers Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience Scorecards Loyalty Analytics customer engagement optimization Call Centers Quality Management

We’d Like to Have a Word With You – Three Ways Companies Can Leverage Speech Analytics

Stratifyd

Within call data lies rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, upsell opportunities, campaign effectiveness, and more. Stratifyd’s speech analytics functionality solves the constantly expanding need for enterprise clients to transcribe and analyze voice data. Here are three ways companies can leverage speech analytics to be innovative in their industries. Estimated reading time: 4 minutes.

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

This paper argued that newer methodologies such as gradient boosting, deep learning, and multi-arm bandits dramatically outperform regression, text analytics, A/B testing, and other methods commonly used today. Customer Experience Analytics Machine Learning

Data is the Key to Unlock Great CX

Centriam Customer Experience Lab

It provides increased cross-sell and upsell opportunities. Retail Customer Experience Customer Experience Analytics Customer Experience StrategyRetailers across the industry are coming to the same conclusion : customer experience is the best way to differentiate a brand.

Customer Segmentation Helps You Offer Targeted Deals That Convert Better

LiveChat

Depending on your needs, there’s a couple of characteristics and traits you can segment your customers by: By location : Checking where someone lives using monitoring tools like Google Analytics allows you to see where your potential customers are coming from.

Part 2: How to Measure the Effectiveness of a Customer Health Model

Totango

Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions. Customer Analytics Customer Health customer health

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

Sales and customer success teams can sort through their accounts to find the happiest customers who might be primed for an upsell. GetFeedback offers NPS text analytics that crawl through your customers’ comments to pull out the most common themes, the sentiment of responses and the trends emerging over time. Net Promoter Score Survey Analytics Survey Tips & TricksThe results from Net Promoter Score (NPS) surveys are the most underutilized tool in business.

Part 2: How to Measure the Effectiveness of a Customer Health Model

Totango

Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions. Customer Analytics Customer Health customer health

Make an Impact with Your Voice of the Customer Program

Verint

That’s where solutions such as speech and text analytics come into play. Provide opportunities for upsell or cross-sell activities with individuals showing a high degree of satisfaction. Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top.

Monitoring Quality Across all Contact Centre Channels

Enghouse Interactive

Is it that it wants to cross-sell and upsell to the customer? Use Real Time Speech Analytics to drive compliance, improve training and take the emotional temperature of interactions. call recording contact center Real-time speech analytics speech analyticsGreat customer experience is becoming the driving factor for many businesses with the call centre acting as the nucleus for many of the customer interactions.

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

Totango

Once the product usage events are being reported, preferably in real-time, a usage analytics system is reading the instrumentation log and provides KPIs of the various dimensions of product usage and adoption. Close to 100%, it reflects full adoption and upsell opportunity. Piece it Together – Build home-gown integrate solution from log reporting, analytics solution and integrate that into the customer success technology that your company use.

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Speech analytics technology leaves no room for guessing. Instead of turning to legacy training methods, speech analytics can offer each employee a personalized training program based on actionable insight from their calls and modifiable alerts in accordance with business initiatives.

Customer Success Tech Maturity Model

CustomerSuccessBox

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell.

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Call Journey heads to Vegas for the world’s largest customer contact event

Call Journey

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities.

How Contact Centers Can Create Frictionless Touchpoints with Data

Emicen Contact Centers

Data and emerging analytics technologies are uniquely capable of significantly reducing effort. This is where emerging analytics technologies adds tremendous value. Data and analytics help you make that continuous improvement.

How Hiring a Call Center Supports Your Business Goals in 2019

TeleDirect

Telesales & upsells. Part of our complete outbound services, telesales & upsells are a great way to increase revenue with existing clients. Did you meet all of your business goals in 2018?

SAP HYBRIS -Commerce / IOT / CRM Event 2016

Natalie Petouhof

The opportunity to upsell and/or to offer upgrades for newer, better, and more effective products and services. Predictive service based on warnings, alarms, or analytics sent by the devices themselves. Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. Commerce is really where the rubber meets the road.

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How Surveys Help in Making Data Driven Decisions

ProProfs Blog

Companies are willing to spend large amounts of money for data analytics. Surveys aren’t only about knowing what’s on the customer’s mind; they’re about tailoring the customer experience, finding and creating opportunities to upsell to each individual customer.

What is Live Chat for an Online Business

LiveChat

Finally, live chat can also be used as an upselling tool that can help you make the most of each sale. Live chat use cases business intelligence customer service lead generation live chat Sales support website analytics website monitoring

Which is More Important – Fighting Customer Churn or Growing Customers?

ClientSuccess

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. Here are some ways customer success teams can successfully bridge the gap between focusing on churn and upsells: Start with an end expansion goal (in dollars, percentages, etc.)

Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution.

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AI & Digital Transformation: An Interview with Bryan Martin, Chairman & CTO 8x8

8x8

Speech Analytics: Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions. With powerful Speech Analytics enabled by 8x8, companies can now analyze customer interactions for compliance, deeper insights, and agent performance purposes.

Call Recording Powers the ‘Intelligent Contact Center’

OrecX

By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. Leading call recording solutions also offer speech analytics to auto-tag key phrases or words such as “upset”, “cancel my order” or “speak to a manager”.

Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution.

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Is your Call Recording Software up to the Task?

OrecX

Here are several considerations to weigh: Pulling data from 3rd party systems into the call recorder - The ability to automatically pull customer, financial and analytics data into your recorder from CRM, SFA and other systems is critical to gain a full picture of every customer and to uncover ways to optimize your sales relationship with them.

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Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified.