Sales & service CX diagnostic
BEHAVIOURAL ASSESSMENT
GRIST’s ability to objectively measure the quality of conversations at a behavioural level is unique. We measure the specific micro- behaviours that are (or aren’t) being exhibited and, as a result, we understand what a great conversation sounds like.
GRIST has unmatched data-driven insights into the correlation between sales and service micro-behaviours and successful customer outcomes.
GRIST’s sales and service CX diagnostic can:
uncover opportunities to turn your difficult conversations into great customer experiences
determine the ‘signature’ behaviours that makes your customer experience unique
compare your conversation to an industry average
Process
We collect your live customer conversations via our secure portal or through your preferred secure file transfer protocol
Our behavioural analytics team objectively assesses and
analyses the quality of your conversations, using GRIST’s best practice micro-behavioural frameworkThe data is collated and reported on using the 20 weighted micro-behaviours that are key to driving performance outcomes
Ask us how this program can be supported by AI-enabled learning
Design principals
Over the years of benchmarking customer service conversations, GRIST has observed a gradual shift in what impacts the outcome, in line with changing technologies and customer preferences. Customers are now savvier and better informed than ever, and subject-matter expertise is less of a selling point. The most successful sales and service consultants display emotional intelligence and exceptional rapport-building behaviours.
GRIST sales and service analytics provides insight into:
the quality and effectiveness of your organisation’s sales and service conversations
your team’s performance against best practice
the areas of opportunity will have the most impact on results.