Think about how many conversations one salesperson has with leads and prospects over the course of a quarter. Now think about how many conversations a team of salespeople has over the course of a quarter.
As a result of all of these conversations — which occur daily — many important details about your target audience and buyer personas are uncovered. However, given the number of these conversations that happen, it can become very difficult to remember (let alone, record) every detail from them.
The good news is that conversation intelligence software exists to help you with that (and more).
Conversation intelligence (CI) is a fairly new technology — however, it's becoming more popular among the leading sales teams across different industries today. In this article, we’ll cover what CI is, why it’s important, how it works, and some conversational intelligence tools.
What is conversation intelligence?
Conversation intelligence software uses artificial intelligence (AI) to automatically record, transcribe, and analyze hours of sales calls. Conversation intelligence identifies keywords and conversation topics so you’re able to efficiently locate the most important parts of your sales calls and then jump to and analyze them.
It can be difficult coaching a growing team of sales reps — there isn’t necessarily time to focus on every individual and their unique strengths and growth areas.
Think about it: If you’re a scaling company with a sales org that’s quickly growing in number, it’d be really hard to listen to the 30-60 minute sales calls of every rep, every day, to provide actionable feedback. This simply wouldn’t be effective or manageable. Not to mention, if some or all of your reps work remotely, it’s even harder to gain visibility into their performance.
Conversation intelligence simplifies this process for you — while also making sure you’re working as effectively as possible and that all of your conversation data is automatically recorded in your CRM.
Conversation intelligence makes it easy to know if sales reps are…
… staying productive and efficient while communicating with prospects.
… actively listening while on calls with prospects.
… using and applying their trainings.
… sticking to their scripts.
… using the software to their advantage.
Conversation Intelligence Tools
There are a variety of conversation intelligence tools available today — here are six options to help you with your search for the right option for your sales team.
What makes HubSpot’s Conversation Intelligence software unique is that it’s fully integrated with HubSpot’s all-in-one CRM platform — this allows for improved visibility of your customers since every interaction is stored in associated CRM records.
HubSpot’s Conversation Intelligence tool records hours of your sales calls and collects voice data for you. When paired with your CRM, this allows you to unlock impactful sales coaching opportunities and data about your leads (so you can better target your audience and improve the buyer's journey).
Additionally, as a HubSpot Conversation Intelligence and CRM user, you’ll be able to report on all keyword data that’s tied to your deal data and initiate workflows based on call keyword data. The fact that HubSpot Conversation Intelligence integrates with CRM also means your team can work from one tool rather than several — meaning, your team will have easy access to all customer insights via the CRM.
As a result, your team will spend less time looking for the data they need, learning different systems, and aligning with each other on the latest data and insights. Instead, all of this information will be accessible through a single and central tool.
Avoma is an AI meeting assistant software with conversation intelligence. The tool offers three main features including conversation assistant, conversation intelligence, and conversation collaboration.
The conversation assistant feature automates the processes of note-taking, transcripts, and data entry. The conversation intelligence feature provides the most important insights and trends from rep-to-customer interactions for sales coaching opportunities. Lastly, the conversation collaboration feature allows for straightforward team and cross-team collaboration and feedback when it comes to your sales conversations (and the resulting contact data).
Jiminny is a conversational AI, sales coaching, and sales tracking tool that pairs with your browser and automatically adds conversation and meeting data to your CRM.
The tool makes it easy to record, transcribe, and analyze all of your sales conversations. Jiminny identifies important themes in your sales conversations for you and automatically logs them, and all other rep-to-prospect interactions, in your CRM (such as HubSpot) so you never have to worry about data entry.
Ciara is a sales enablement and conversation intelligence software. Ciara captures virtual meeting and phone interactions between reps and your customers. It also identifies and flags the most important deal insights from those conversations for you.
Ciara provides real-time guidance based on previous interactions with specific prospects and customers to improve conversions and the buyer's journey.
Fireflies.ai is a free meeting recording and transcription service. The AI assistant makes it easy to record, search, and transcribe all of your voice conversations.
The tool automatically records conversations that occur across any web conferencing software. It transcribes those conversations in real-time as well as previously recorded audio files that you upload to the tool. You can comment on, flag, and search conversations to make collaboration and sales coaching easy.
Grow Better With Conversation Intelligence
Conversation intelligence has the power to make your sales team significantly more productive. It can also enhance your sales process and make it easier to collect contact data and tailor communications and content to your target audience — so, get started by identifying which conversation intelligence tool your sales team will use.
Originally published May 10, 2021 7:30:00 AM, updated June 11 2021