Get to Know Einstein Conversation Insights for Sales
Learning Objectives
After completing this course, you’ll be able to:
- Articulate the challenges confronting sales teams.
- Describe how conversation intelligence is transforming sales processes.
- Demonstrate how Einstein Conversation Insights (ECI) contributes to sales productivity.
- Describe the key features of ECI.
The Sales Landscape Is Rapidly Changing
Sales has always been competitive. However, several industry shifts and disruptive economic forces are increasing the intensity of the competitive landscape.
According to the 5th edition of our State of Sales report, 82% of sellers have had to quickly adapt to new ways of selling amidst global challenges like health precautions, supply chain issues, political upheaval, and inflation.
In a world where volatility is the new norm, sales teams are facing mounting pressure and stressors. Sixty-nine percent of sales professionals reported that selling is harder now than ever before. Moreover, the report predicts 25% turnover in sales organizations in the near term.
A 2022 Gartner survey also revealed that nearly 90% of sales professionals are grappling with burnout, with 54% actively seeking new job opportunities. Despite these obstacles, the imperative to meet or surpass sales quotas compels teams to sustain productivity and achieve performance targets.
Transforming Sales Through Data and Conversation Intelligence
Even though sales teams face unprecedented challenges, they also face exciting opportunities to drive business success using technology, customer data, and conversation intelligence. Let’s explore how conversation intelligence can do this.
Customer interactions are rich with data, offering valuable insights into customer needs, questions, and sentiments. They also show how sales representatives handle objections, pricing concerns, and product presentations.
Conversation intelligence provides a faster, more effective method for capturing and interpreting this information. By harnessing the power of AI and machine learning, conversation intelligence analyzes your sales and service team’s customer calls and identifies vital moments, highlights relevant topics, and delivers insights crucial to driving sales.
Nevertheless, shifting toward a data-driven sales approach that leverages conversation intelligence has never been more imperative. Improving data accuracy and quantity is currently among the top five tactics for driving growth among sales professionals, according to the State of Sales Report.
Additionally, the Gartner Future of Sales report (sign-up required) forecasts that by 2025, 60% of business-to-business (B2B) sales organizations will shift toward using data-driven sales approaches like conversation intelligence, leading to an improvement in performance.
Even though we know it’s important, conversation intelligence and customer data haven’t been easy to harness due to manual processes like note-taking and reviewing transcripts. This is where Salesforce and Einstein Conversation Insights (ECI) come in.
More Insights, More Productivity, and More Sales
Einstein Conversation Insights is a conversation intelligence tool designed to facilitate more effective sales conversations, enhance productivity, and increase overall success. It enables users to extract data from critical moments in customer interactions, identify trends, close deals, and create more efficient sales teams.
By automatically logging and transcribing calls, ECI provides valuable information that can help you move deals forward, such as:
- Information on overcoming deal obstacles: Deals often encounter obstacles with unclear causes. ECI analyzes customer call transcripts to unveil customer sentiments. Use this knowledge to address your customers’ concerns, work toward a solution together, and advance deals.
- Tailored call insights: ECI goes beyond generic, one-size-fits-all data by allowing users to customize their insights based on specific needs. By tracking automatic and custom mentions, ECI can identify crucial conversation patterns tailored to your specific business needs.
- Comprehensive reporting and dashboards: Understand trends across opportunities and sales reps with out-of-the-box reporting and dashboards that provide a comprehensive view of your call data, insights, and keywords.
- Call insights and transcript snippets: Make call insights and transcript snippets part of your daily workflow. Essential details are accessible on your activity timeline and during pipeline inspections so key information is available when you need it.
- Automation features for administrative tasks: Empower your sales reps to focus more on selling and less on administrative tasks with automatic transcripts, automatic next steps, and one-click call summaries.
- Streamlined onboarding and coaching: Streamline your sales team’s onboarding and coaching process. Build a library of valuable call recordings for training purposes, provide coaching comments directly within the platform, and create a playlist of your best calls to reference during coaching sessions.
As the future of business continues to evolve, sales teams that embrace tools like ECI can unlock the full potential of each sales conversation and help sales reps be more productive, efficient, and successful.
