... CALL INTENT IS THE PRIMARY REASON A CUSTOMER INITIATES CONTACT WITH A COMPANY. IT ' S THE DRIVING FORCE BEHIND EVERY DIAL, CHAT MESSAGE, AND EMAIL.
CALL INTENT
BY JOE O’ BRIEN, SABIO GROUP
ILLUSTRATION PROVIDED BY ADOBE STOCK
DECODING CUSTOMER DESIRES HOW CALL INTENT ENABLES EXCEPTIONAL CXs.
Understanding why customers reach out is no longer a luxury: it ' s a necessity. As organizations strive to deliver exceptional customer experiences( CXs), call intent analysis has become a powerful tool in the toolbox.
This analytical approach, powered by AI, is helping companies not only meet but exceed customer expectations: while simultaneously streamlining customer journeys and preparing for future automation projects.
40 CONTACT CENTER PIPELINE
UNRAVELING THE CALL INTENT MYSTERY
At its core, call intent is the primary reason a customer initiates contact with a company. It ' s the driving force behind every dial, chat message, and email.
But call intent goes beyond just the surface-level reason for contact: it delves into the customer ' s underlying needs, expectations, and emotions.
While we often focus on " call " intent, it ' s crucial to recognize that customer intent spans all channels. Whether it ' s a phone call, a live chat, or a social media interaction, the fundamental concept remains the same: understanding why the customer is reaching out.
However, intent can manifest differently across channels. Phone calls often indicate more complex or urgent issues that customers feel require human interaction. Chat and messaging platforms might be used for quick queries or when multitasking, while email could be preferred for detailed explanations or when documentation is needed.
... CALL INTENT IS THE PRIMARY REASON A CUSTOMER INITIATES CONTACT WITH A COMPANY. IT ' S THE DRIVING FORCE BEHIND EVERY DIAL, CHAT MESSAGE, AND EMAIL.