Instantly categorise and prioritise hot leads from phone calls with Mediahawk’s intelligent speech analytics feature.
All over the world, businesses pick Mediahawk for speech analytics. Here are a few reasons why:
Read more about why you should choose Mediahawk.
Mediahawk listens out for predefined spoken keywords and instantly pinpoints the callers with a high intent to buy.
Automatically tag calls to an appropriate category based on spoken keywords, reducing the need for manual tagging and human error.
Better understand customer behaviour, needs and preferences using speech analytics data captured in Mediahawk.
Build more profitable marketing campaigns informed by the insights you capture from real life customer conversations.
A caller may say the words ‘…would like to buy…’, ‘…thinking of purchasing…’ or ‘how much will it cost?’ Mediahawk recognises these keywords and groups these calls in a ‘sales’ category; excluding them from ‘billing/accounts’ or ‘support/service’ enquiries.
Mediahawk’s feature automatically spots keywords related to a particular site or call centre and tags them to an appropriate regional category. This data can then be quickly analysed, without having to listen to every call.
Mediahawk’s speech analytics feature automatically spots keywords in conversations and applies them to all sources. This means that you can instantly see the types of calls you are generating from your PPC campaigns, as well as all other sources.
Speech analytics is a tool that records conversations and interactions between customers and companies. It incorporates speech recognition technology to identify useful spoken words of the customer, as well as the purpose of the call. This provides marketers with the tools to identify leads that are likely to convert. Plus, it allows them to spot trends and optimise campaigns accordingly, while identifying any keywords they’re not yet making use of.
It’s a complex process of turning recorded audio calls into structured data, which can then be analysed.
Once audio calls are recorded between a customer and company, the speech analytics uses speech recognition. This turns the audio call into a transcribed version of the interactions. It then goes on to analyse the transcribed interactions for language patterns, keywords, customer satisfaction and more. It combines all these indicators into helpful insights to identify leads, trends, keywords and more.
There are some real benefits that speech analytics provides a marketing team.
The main reason is that it streamlines the process of filtering sales calls and picking out potential leads. This makes it easier and quicker to identify potential customers that are likely to convert.
Another reason it’s beneficial to marketers is that it provides a deeper understanding of the customers’ interactions with the campaign. For example, a marketer could pick out common keywords or phrases used in interactions. This would inform marketers on what keywords to use for SEO/PPC campaigns, as well as what to use in their branding.
You can even use speech analytics to improve customer experience. Calls are recorded meaning you can listen back to them and identify key points. These can be analysed and used in training so that customer service is better and calls are more likely to convert.
How do you know whether you need speech analytics or not? Think about what your company might be missing in their marketing and customer interactions.
Analysis of speech interactions with customers will not only help improve the above, but will also enhance customer experience, streamlining marketing processes (finding leads) and improving bottom line contributions. Get in touch to find out more.
“Mediahawk helps us see which marketing methods are generating calls, then we prioritise our spending accordingly. For one client, when we started using Mediahawk we were able to generate five times as many calls – without increasing ad spend. You can imagine how happy the client was.”
Book a personalised demo today and discover how Mediahawk’s call tracking and marketing attribution software can help your business.
Find out more about the call tracking and marketing attribution tools helping marketers pinpoint their best performing campaigns and drive up ROI.