How Conversational Analytics Supercharges Your Customer Support

Oct 19, 2023

Understanding and improving customer interactions is crucial for businesses. One powerful tool that can aid in this endeavor is conversational analytics. By diving deep into your customer conversations, you can uncover valuable insights, refine your support processes, and ultimately enhance the customer experience.

Getting Insight into All of Your Customer Conversations

Every conversation your support team has with a customer is a potential gold mine of information. By analyzing these conversations, you can understand:

  • Common queries or issues faced by customers

  • The tone and sentiment of interactions

  • Specific areas where support can be enhanced

Conversational analytics tools can help parse vast amounts of data from chat logs, emails, and phone calls, and present insights in an easily digestible format.

Measuring the Performance of Your Support Flows

Traditional metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) have long been used to gauge customer satisfaction and loyalty. However, usually less than 10% of your customers fill out those kinds of surveys, and they don’t explain why they’re positive or negative.

Other metrics that are used in support teams:

  • First Response Time (FRT): This measures the speed at which your team first acknowledges a customer query

  • Average Resolution Time (ART): This gives an idea of how long it takes to completely resolve a customer's issue

  • Conversation Abandonment Rate (CAR): A high rate might indicate that customers are not getting the answers they need promptly

  • Average Ticket Handle Time (AHT): It indicates the average time taken to resolve a ticket once it's opened

By integrating traditional metrics with conversational insights, you can get a holistic view of your support performance. Conversational analytics capture every single conversation and adds another layer of depth to the basic metrics.

Gathering Insights in All of Your Customer Support Issues

To tackle a problem, you first need to understand it. On top of the traditional metrics, teams usually perform qualitative user/customer research in fairly low numbers, through user interviews or observations. However, this usually represents less than 1% of your customer interactions.

Conversational analytics unlocks access to all interactions, while offering a detailed view of:

  • The most common issues raised by customers

  • Trends in complaints or feedback over time

  • Areas where customers feel they are not being heard or understood

By addressing these areas proactively, you can reduce the volume of incoming queries and improve overall customer satisfaction.

Data-Driven Improvement Program

Conversational analytics allows you to move beyond gut feelings and make decisions based on hard data. By consistently analyzing your interactions and feedback:

  • Prioritize areas for improvement based on actual customer pain points

  • Test and measure the impact of changes in real-time

  • Continuously refine your support processes to keep them aligned with customer expectations


Incorporating conversational analytics into your customer support strategy isn't just a good idea—it's a game-changer. Going deeper than the traditional metrics like NPS and CSAT, you get a 360-degree view of your performance. This comprehensive approach ensures that you are empowered to make impactful improvements to your processes, leading to happier customers and a more efficient support team. In the age of the customer, leveraging these tools is not just beneficial—it's essential.

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