Marchex

We are excited to announce that our Sentiment Suite product offering has been launched across multiple APIs! Read the press release to learn more about this key element of our #ConversationIntelligence platform: https://hubs.ly/Q02vyGtH0

?? Should Call Center Agents Grade Themselves? AI Does It Better! ? No bias in grading? ? Frees up management’s time – no need to review? ? Detects issues requiring follow-up instantly? ---------------------------------? Watch the full on-demand webinar 3 Missed Customer Insights: Turn Gaps into Gains - https://lnkd.in/e5Um-BNf?? #ai? #CustomerSentiment #BusinessGrowth #SentimentAnalysis?

#ConversationalIntelligence can help your company gain insight into customer interactions and identify how to improve your phone strategy. Learn more in the new blog: https://hubs.ly/Q02PwDk60

?? Home Services: 3 Parts of 'Failed Call Rate' ? Calls abandoned in under 20 seconds? ? Unanswered calls? ? Calls that go to voicemail? ? ?? Know your numbers and ask yourself: More agents? More lines? Simpler IVR?? ---------------------------------? Watch the full on-demand webinar 3 Missed Customer Insights: Turn Gaps into Gains - https://lnkd.in/e5Um-BNf? #ai? #CustomerSentiment #BusinessGrowth #SentimentAnalysis?

?? Sentiment Analysis: Are We Scratching the Surface? Sure, it helps us decode customer emotions, understand their underlying reasons, and identify areas for improvement. ?? ?But are we still underestimating the true value of these insights, or are we just too eager to jump on the latest tech trend??

This #LaborDay, Marchex honors those who work tirelessly to build America.

??? 79% call-to-appointment ratio for home services. What’s yours? Your conversion rate could be higher with call alerts! Susy Boyter shared a great example during a recent webinar: One of her clients had a 79% call-to-appointment ratio at their call center. After implementing call alerts, their conversion rate jumped to 92%. ?? The company now receives alerts for missed opportunities and quickly turns many of them into appointments. --------------------------------- Discover how to tap into your customers’ feelings to grow revenue.? ? Watch the full on-demand webinar "3 Missed Customer Insights: Turn Gaps into Gains" - https://lnkd.in/e5Um-BNf? #ai? #CustomerSentiment #BusinessGrowth #SentimentAnalysis?

?? 3 Key Benefits of Sentiment Analysis From our recent poll, people feel that sentiment analysis isn't fully replacing surveys—at least not yet. Both have their unique strengths. But what's the biggest benefit of sentiment analysis for the home services industry? ? Understanding customer perceptions early—before concerns show up in online reviews? ? Evaluating and training call center agents ? Understanding customers’ feelings and the reasons behind them Can you think of other benefits? Share your thoughts! #ai? #CustomerSentiment #BusinessGrowth #SentimentAnalysis

?? ?????? ???? ?????????????? ???????????????? ?????????????????? ???? ???????? ????????????????? AI is a buzzword, and sentiment analysis is even buzzier. But do you really understand how it applies to home services?? Susy Boyter explains the concept: Sentiment is the emotion detected during a phone call, usually by an AI model. So, what does this mean? ? A happy customer calls in, maybe even gives you a compliment. That’s awesome!? ? Another customer sets an appointment, showing neutral emotion—a great poker face.? ? Then there’s the frustrated, angry caller. The AI detects these emotions, but it would be a mistake to stop there. Even if a customer was angry, your agent might turn it around. The true value of sentiment analysis is in knowing how the customer feels at the end of the call. Did their view of your business turn positive, or stay negative? ----------------? Discover how to tap into your customers’ feelings to grow revenue.? ? Watch the full on-demand webinar 3 Missed Customer Insights: Turn Gaps into Gains - https://lnkd.in/e5Um-BNf? #ai? #CustomerSentiment #BusinessGrowth #SentimentAnalysis?

?? Why Do Home Services Customers Get Frustrated During Phone Calls? Top reasons: ?? Lack of technician professionalism and competence? ?? Work not performed on time?? ?? Recurring issues or ongoing problems What can you do? Get alerts! Alerts can help you turn a frustrated customer into a happy one—someone who’s more likely to promote your business. Frustrated customers may or may not leave bad reviews, but what will they say to their family, friends, and neighbors if you do not act on a negative view of the business? ----------------? Discover how to tap into your customers’ feelings to grow revenue.?? Watch the full on-demand webinar: 3 Missed Customer Insights: Turn Gaps into Gains - https://lnkd.in/e5Um-BNf ? #ai #ConversationIntelligence