Tips to understand your customer through call tracking and conversational analytics


There is one thing that has stayed popular over the course of time since Alexander Graham Bell and the invention of the telephone: the need to communicate better. This is always at the forefront of businesses’ minds, which is why so much importance is put into this by marketers, customer success and sales teams. All conversations can hold significant information about the customer, the market, the organization and more. Therefore understanding call tracking and how it can be used to optimize conversions is a game-changer for all sales professionals and revenue teams.

How have things changed for customer meetings since COVID-19? 

Sales reps haven’t been able to schmooze the customer with business lunches or coffee meetings since the pandemic started in early 2020. In the past, many professionals would have spent endless hours traveling to their next meeting whilst sitting on a train or bus researching information about their prospect’s interests and behaviors to make a good impression and prime them for a sale. Now they need to factor in this preparation at home and the way they connect (be it on video meeting or phone call) takes different considerations.  

Sales call tracking and conversational analytics are relatively new tools for most sales teams. New and improved software intelligence tools are developing every day to allow sales teams to get a better understanding of their customers before they even step into a virtual or face-to-face room. Call tracking and conversational analytics have given the sales rep a more accurate understanding of what their customers are looking for.

Read what Jiminny customers like about call tracking and conversational analytics here.

What are the benefits of call tracking?

Sales, customer success, marketing, operations and product development teams can lift the lid of what is being said by the customer by listening in on customer calls. The voice of the customer captures data on what the customer said, what they got excited by, what they do and don’t want, plus their expectations. With this analysis, the respective business teams can then make more informed decisions on developing a strategy on how they can help the customer; and although the long lunches and face-to-face meetings are not entirely dormant, they’re definitely more challenging to arrange during the COVID-19 era. They are undeniably much more time-consuming. Therefore, call tracking with conversational analytics is a safer, insightful and more time-savvy way to understand communication with your customers.

How does call tracking work?

The Jiminny platform makes call recording and analysis easy. It records, transcribes and analyzes all customer interactions. It stores a library of data that is easy to search for and find at any time (during live or past interactions). This enables you to live coach, self-coach, or share with other team members. We use machine learning to detect key themes in your conversation and CRM data and provide an in-depth view to identify the important customer and coaching moments. 

Take a look at these notes and videos from our Knowledge Base on how it works with transcription.

Examples of how to make the most of call tracking analytics:

  • Analyze real-time and historical recorded call data on customer feedback and preferences to make a strategy to sell
  • Watch out for early problems and quickly make a solution to fix them
  • Look at trends in customer behavior to stay ahead of the game
  • Research and identify stages of the customer journey. Know when to up-sell
  • Create a strategy for customer retention. Plan for renewals
  • Research to develop products and services. Create new add-ons and a budget for additional features
  • Improve customer/sales rep relationships. 
  • Understand your customer better

What does the future hold for call tracking?

We asked Tom Lavery, CEO and Founder at Jiminny "what do you think the future will be in the next 1-3 years? What’s in store for sellers?"

Tom Photo

"Overall, I feel the future will lead to more and more automation. The reps do not have to tell the CRM what type of call it is, it will just know it was a Discovery for example. The CRM fields will be populated from the talk track and transcript."