Both Invoca and Decibel use AI to highlight critical points in the customer experience. Decibel’s Digital Experience Score (DXS) rates individual website interactions as good, average, or bad, and Invoca’s conversational analytics ranks how calls are handled and the results associated with them. This combined data set provides a comprehensive view of the online and offline customer journey, enabling digital teams to optimize the full experience to increase customer acquisition, conversion and revenue.
“In today’s environment, consumers are increasingly turning to online shopping, even for expensive or complex purchases that were once made face-to-face. This, coupled with the fact that cart abandonment rates are higher than ever, signals a huge opportunity for brands to optimize the digital experience for more conversions and revenue, ”said Cathie Brunnick, Vice President of Partnerships and Alliances at Invoca. “By integrating Invoca with Decibel, brands can finally understand all of customer needs in order to optimize the online shopping experience and generate more revenue.
Customer experience professionals, website owners and digital teams can use Invoca Conversational Analytics with Decibel insights to uncover breakdowns in website navigation and conversion flow that result in phone calls from website visitors. This information helps diagnose confusing or frustrating web experiences that lead a customer to seek help instead of buying online.
It also reveals situations where sales are best handled over the phone, such as complex or expensive purchases where getting expert advice live can be the tipping point in making a complex buying decision. Invoca’s call data allows Decibel users to see when they can get consumers to call in order to increase conversion rates.
“Optimizing the customer experience to drive conversions over the phone or online is often seen as a unique proposition,” said Decibel CTO, Timothy of Paris. “Our integration with Invoca reveals what experience is best for the customer while removing frustrating roadblocks along the way. ”
How it works
- The integration of Invoca and Decibel works by connecting a user’s online web experience to the phone call they made to create session-level information.
- Users can see exactly what the customer’s “digital body language” was, which pages they visited, what the user clicked on, and web session replays that follow the movement of the cursor on the screen.
- Decibel’s DXS (Digital Experience Score) rates each web session as good, fair, or bad, and each individual web session is linked to the phone call it made as well as the outcome and recording of the call. phone call from Invoca.
- The result of the call is then directly related to the quality of the web experience, and Decibel and Invoca users can listen to the recording of the associated call to hear exactly what the customer said to better understand which determines the experience scores.
Invoca is an AI-powered call tracking and conversational analytics company that brings the depth of marketing analytics traditionally limited to digital interactions with consumers to the world of human-to-human selling. With Invoca, marketers can use real-time call and chat analytics to maximize the return of their paid media campaigns on Google and Facebook, and improve the shopping experience by enriching customer profiles in Salesforce and Adobe Experience Cloud. With Fortune 500 clients and close partnerships with the technologies used by marketers every day, Invoca has raised $ 116 million major venture capitalists, including Accel, Upfront Ventures, HIG Growth Partners, Morgan Stanley and Salesforce Ventures. For more information visit www.invoca.com.
Decibel is more than a digital experience analysis solution: it is a group of passionate people who seek to create a world where every digital experience is effortless. By working with leading companies such as Lego, Adidas and Sony, we are developing technology that fills the critical knowledge gap in how companies measure the quality of the online customer experience. Decibel’s technology analyzes billions of data points to automatically identify bad website and app experiences, and gives digital teams the information they need to optimize them. The world’s largest companies are leveraging Decibel for better conversions, more engagement and increased customer loyalty through their digital offerings. Learn more about www.decibel.com.