CONVIN FOR SUPPORT
Empower your agents to ensure a 25% bump in customer retention rate
Assist your support agents in query handling, managing complex scenarios, and driving high-quality conversations to elevate CSAT by 27%.
How is Convin closing the support performance gap?
Reduce hold time and improve FCR on live calls
Agent Assist provides real-time guidance to your support agents.
- Help agents offer better resolutions using real-time customer insights.
- Employ real-time audits to drive customer-centric behavior and catch compliance violations.
- Auto-assist agents in navigating complex customer queries with immediate prompts.
- Auto-assist agents in learning on the job while avoiding information overload.
- Access knowledge base and improve agent skillset in real-life situations.
Uncover bottlenecks in customer-agent interactions
Understand the root cause of low-quality calls and customer escalations with Auto QA
- Evaluate 100% of omnichannel conversations and gain complete visibility into agents’ performance.
- Manually score all omnichannel conversations that need selective attention.
- Identify and repair critical CX issues like long hold times, long FCR, misleading information sharing, and more.
- Track agent escalations that point out coaching needs and better CX strategies.
- Give targeted AI feedback to agents on what they did well, where they need improvement, and suggest the next actionable steps.
- Pinpoint unhappy customers with CSAT scores and proactively address the areas of concern.
Retain customers by analyzing their behavior
Run Conversation Behavior Analysis to identify easily replicable best practices
- Identify critical behaviors and actions that increase customer loyalty.
- Choose communication rules that build customer trust and result in repeat purchases.
- Ask the right questions to counter objections on customer support interactions.
- Update agent scripts with data focusing on what’s working and what’s not.
- Identify violations and red flags that can sabotage customer relationships.
- Personalize support calls by identifying conversation patterns from similar encounters.
Reduce average handle time without relying on manual training
Reduce ticket reopens, escalations, and long hold times by nurturing agents through automated and personalized coaching at scale
- Invest in 100% monitoring and daily feedback cycle to identify coaching needs.
- Fix will and skill issues that hamper conversation success and drive behavioral change.
- Improve newcomer ramp-up time by 60% with targeted customer support training.
- Help agents follow best practices through peer-to-peer coaching.
- Assist agents in improving brand reputation by meeting company standards and compliance needs.
- Reduce long hold times by coaching agents on searching for information from the Knowledge Base.
- Improve agent morale and indirectly impact the customer experience.
Open additional business opportunities with existing customers
Analyze every interaction to uncover up-sell and cross-sell possibilities with Conversation Intelligence
- Automate repetitive tasks like note-taking to improve agent productivity.
- Monitor customer interactions for better follow-up conversations.
- Avoid surprises by staying up-to-date with consumer, competition, deal, and market insights.
- Track critical moments, topics, and customer sentiments to understand customer intention.
- Establish new revenue streams and customer relationship touchpoints.
60 %
Decrease in Ramp up time
56 sec
Reduction in AHT
27 %
Jump in CSAT
Analyze omnichannel conversations
Access Convin
on-the-go
on-the-go
How Support Teams use Convin?
For Support Agents
Accessible quality monitoring and feedback enable agents to improve performance and replicate successful interactions. Automated coaching empowers agents to self-train on best practices and develop winning skill sets.
For Managers
Track deal status and gain insights into competition, objections, and action items. Use the integrated LMS to assign tailored training sessions, reducing new agent ramp-up time by up to 60%.
QA
Analyze omnichannel conversations with custom parameters to auto-generate performance scores. Track coaching effectiveness and review escalations or ticket reopen reasons.
For Leaders
Tab: Leaders Drive growth with actionable customer intelligence that uncovers purchasing trends and revenue opportunities. Align CX strategies with business objectives while ensuring high-level oversight of deal progress and operational efficiency.
Trusted by B2C Leaders Who Get It.
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Preeti Singh
Quality Assurance Lead
Mohit Sidhwani
Head of Customer Experience
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Mohit Sidhwani
Head of Customer Experience
Trusted. Rated. Celebrated.
4.7/5
19th
Best Software Company in India
14th
LinkedIn Top Startup 2024
Integrate Effortlessly With Your Tech Stack
Convin integrates effortlessly with your existing tech-stack to ensure smooth customer-facing operations.
