Painlessly Scale Your Customer Support
Speakly helps you create a customer service experience that not only meets but exceeds customer expectations, which will help you gain a competitive edge and foster customer loyalty over time.
How it works?
1. Capture & Monitor
Upload or record your communication securely and reliably. Easily filter and search for previous interactions.
2. Evaluate & Analyze
Benchmark new communications with your assigned Vocal Comunication Print and access reports highlighting opportunities for improvement.
3. Engage & Motivate
Coach and train users while on duty and contribute to the business growth.
Regardless Of Size Or Industry
What can we do for you?
AI-Powered Quality Assurance (QA) Monitoring
improve your overall quality, and keep up with your growing operations.
Automating manual QA monitoring with Speakly helps improve customer interactions, increase customer satisfaction, reduce costs and ensure compliance.
Automate many manual tasks, such as transcribing call recordings and analyzing data, which can save time and reduce the workload of QA analysts.
Analyze customer feedback and identify common issues or areas of dissatisfaction..
Identify areas for improvement and make more informed decisions with more accurate and detailed analysis.
Reduce costs by automating manual tasks and reducing the need for human oversight.
Accessing written records of customer interactions can help companies comply with legal, regulatory and brand requirements.
As call center operations grow, they may need to scale their quality assurance efforts by providing a flexible, automated solution that can scale with their operations.
Customer Analytics
analyze data about your customers and their interactions
Gain insights into customer needs, preferences, and behaviours to inform business decisions and improve customer satisfaction. Speakly can analyze data to identify patterns, trends, and insights that can inform your business decisions.
Identify and group customers into different segments based on their characteristics, behaviors, and/or purchasing habits
Analyze customer feedback and comments to identify patterns and trends in customer sentiment and experience.
Identify customers who are at risk of leaving and determining the factors that contribute to customer churn.
Identifying patterns of customer behavior to understand customer preferences and habits.
Transcription
Access written documentation of phone conversations
Convert audio recordings of telephone calls into written text. Speakly’s automatic speech recognition (ASR) helps with training, quality assurance, and analytics purposes.
Review the performance of call center agents and identify areas for improvement.
Evaluate the quality of customer interactions and ensure that agents are following company policies and procedures.
In the event of a customer complaint or dispute, transcriptions can be used as evidence to help resolve the issue.
Analyze customer feedback and identify trends or common issues.
Ensure that calls comply with legal and regulatory requirements.
Coaching
Provide the highest level of service and support to your customers
Analyze customer service calls, and get feedback and guidance on agents’ communication techniques such as active listening, empathy, and tone of voice.
Improved customer satisfaction
Coaching can help agents develop the communication and problem-solving skills they need to effectively handle customer inquiries and complaints, which can lead to increased customer satisfaction.
AI-powered coaching can identify an agent’s specific strengths and weaknesses and provide targeted, personalized training to help them improve.
Identify areas for improvement and make more informed decisions with more accurate and detailed analysis.
Speakly’s AI-powered coaching can provide managers with accurate and actionable insights into the performance of the call center and its agents.
Effective coaching can help agents feel more engaged and motivated, which can lead to reduced turnover and lower recruitment and training costs.
Through coaching, agents can learn more efficient and effective ways of handling calls and resolving issues, which can lead to increased productivity and reduced handle time.
Ensure compliance with company policies and regulations, as it can automatically flag calls that do not meet the required standards.
