Convin

3 Ways to Automatically Transcribe your Interviews Accurate interview transcripts are essential for internal investigations, but choosing the right transcription tool can be tricky—especially when data security is a top priority. Here’s a breakdown of the best options, along with their pros and cons, to help you make an informed decision. 1?? Local Tools for Maximum Security OpenAI's Whisper is a powerful transcription tool that runs directly on your computer, so your data never leaves your device. This makes it perfect for sensitive investigations where confidentiality is crucial. Pros: Full control over your data. No cloud upload required. Free to use. Cons: Requires some technical setup. May not be as user-friendly as cloud-based solutions. Ideal for: Teams handling highly sensitive data with technical expertise. 2?? Cloud-Based Tools for Convenience If you prefer an easier setup, cloud-based tools are the way to go. Otter.ai is simple to use, provides real-time transcription, and has strong encryption to keep your data secure. However, as it’s a cloud-based solution, your data is stored online, so it’s essential to ensure the provider’s privacy policies meet your standards. Fireflies.ai integrates well with platforms like Zoom and Teams, providing automated transcription with strong security measures. Like Otter, it stores your data online, so privacy policies should be carefully reviewed. Pros: Convenient and quick setup. Real-time transcription. Affordable pricing plans. Cons: Data processed online—ensure robust privacy policies. May not be suitable for extremely sensitive information. Ideal for: Teams looking for convenience, integration with existing tools, and ease of use. 3?? Enterprise Solutions for Larger Teams Gong is great for larger teams, with integrations into tools like Zoom, and it offers additional features like conversation analytics. However, it’s more geared towards sales and revenue teams, so it might be excessive for investigations. Convin is designed for call centers, offering real-time transcription and advanced conversation insights. Like Gong, it’s ideal for large teams but could be overkill for smaller operations. Pros: Scalable and feature-rich. Advanced analytics and insights. Cons: More suited for large organisations. May be overcomplicated for smaller investigations. Ideal for: Larger organisations needing scalable, secure transcription with advanced analytics. -- How to Choose the Right Tool Local Tools like Whisper: Best for maximum security but require more technical setup. Cloud Tools like Otter.ai and Fireflies.ai: User-friendly and quick, but ensure their privacy policies meet your needs. Enterprise Solutions like Gong and Convin: Great for larger teams, but potentially overkill for smaller teams. #Investigations #Transcription #AI

The Evolution of Customer Complaints Customer complaints have evolved alongside digital transformation. Today, the top complaints include lack of personalization, slow response times, and difficulty in getting their issues understood. At Convin, we help brands tackle these challenges with AI-driven insights, turning frustration into satisfaction. Understanding the voice of the customer means not just solving the problem but predicting it before it even surfaces. AI and voice analytics can transform complaints into improvement opportunities, making every touchpoint more valuable. What kind of complaints does your business encounter the most, and how are you addressing them?

The Power of Customer Conversations Your customers are talking. Are you listening? Every conversation is a potential goldmine of insights that can drive product innovation, customer satisfaction, and ultimately, business growth. Conversations are no longer just interactions—they're data points full of customer expectations, pains, and dreams. At Convin, we leverage voice analytics to extract actionable insights that can help your business understand the "why" behind customer behaviors. The real value is not just in the conversation, but in the understanding that comes from it. What's the most surprising thing you've learned from a customer conversation?

Customer support can sometimes feel like a mystery—what exactly went wrong, and why did a conversation fail to lead to resolution? One of our clients, a large retail company, was struggling with an increase in customer complaints. They couldn’t pinpoint what was going wrong during customer interactions, and the result was growing dissatisfaction. That's when they turned to post-call analytics with Convin. Using our post-call analytics, they began to analyze thousands of conversations to detect patterns and recurring issues. It turned out that a significant number of complaints were related to a particular policy change that customers found confusing. Agents were often left unprepared to answer specific questions about the change, leading to frustration for both sides. Armed with these insights, the management team quickly stepped in, held focused training sessions for their agents, and provided clear guidelines for handling inquiries about the policy change. The results were outstanding. Complaint volumes dropped by 30% in just a few weeks, and agent confidence significantly improved. Not only did the agents feel better equipped to handle these recurring issues, but the overall customer satisfaction score also saw a noticeable boost. The power of post-call analytics wasn’t just about looking back at what went wrong—it was about making informed decisions to improve future interactions and creating a culture of continuous improvement.