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Unlocking Conversations to Drive Better Customer Experiences
Most companies today don’t have a problem with a lack of data, but they do have a problem turning all their data into actionable insights.
With AI-enabled speech analytics technology, now anyone in your organization can analyze data points across business conversations – allowing you to reduce errors from manual review and do things in seconds that previously would take hours, days, or even weeks.
You can utilize these customer insights to make smarter decisions about your digital marketing strategies, call handling best practices, mystery shopping and more.
Quantify business conversations with customers who were left stranded, hung up on or transferred
Automatically identify which callers are showing a propensity to buy and measure the economic impact
Get a search engine for all of your calls, so you can easily search conversations to improve marketing, advertising, and sales programs
Identify potential customer churn before it happens by analyzing conversations by caller sentiment
Agent Script Tracking
"Auto-pilot” your mystery shopping, identify high-performing sales agents and leverage their best practices to increase close rates
Ensure security with automatic removal of credit card and social security numbers from call audio and transcripts
Your competitors are texting with your customers, so why aren’t you?
Introducing Marchex NEXTms® Text Messaging
More than half of consumers want the flexibility to text, and not just call your business. Don’t risk missing out on new leads by not offering more ways to connect.
Marchex NEXTms text enables your existing business phone numbers, so you can send and receive text messages from your desktop, online, or the NEXTms mobile app:
- Unlock new revenue opportunities
- Spend less time on the phone
- Meet customers where they are
More reliable than IBM Watson (Source: Gigaom)
Gigaom called Conversation Search “one of the most impressive features offered by Marchex,” surpassing IBM Watson in terms of accuracy. Conversation Search represents Marchex’s high-quality standard of providing reliable phone conversation transcripts in real-time.
Hear from our customers
When General Motors rolled out Marchex Speech Analytics, we were amazed at the insights it provided. We are using this product every day to better understand our sales agent behaviors and to improve our customers’ buying experience.
VP & GM at Somerset Buick GMC Inc.
See what our customers are saying about Marchex
G2 Crowd Reviews
Already Recommended - Y'all make life easy"Affordable. Easy to use. Customer Service is better than any other. I've always had prompt help. Staff is knowledgeable and easy to understand. AND THE CALL DNA!! When you got that, it was SO GREAT to visually be able to hop around calls, see how many rings we take to answer, and more. Really great stuff."02/20/18Read the full Marchex review
Case Study with Meineke Car Care Centers
Meineke Car Care Centers transforms the customer experience with speech analytics