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Conversation Intelligence: Six Best Use Cases for Reshaping Sales

By Jonathan Manousaridis, Customer Marketing Manager, Eltropy

April 2023 

From coaching call center staff to increasing cross-sell opportunities, let’s break down how conversation intelligence can help transform your call center process.


One of the most significant challenges for call centers is to improve staff performance. With conversation intelligence, you can quickly identify areas where staff are struggling and provide targeted coaching to help them improve. By analyzing calls and identifying patterns in language and behavior, you can coach reps on how to handle objections, ask better questions and provide better service to your members.

Improving Member Experience

Conversation intelligence can also help improve the member experience. You can make data-driven decisions to improve your products or services by analyzing calls and identifying member pain points. You can also use conversation intelligence to create personalized member experiences based on their needs and preferences.

Enhancing Lead Qualification

Conversation intelligence can help you better determine which members are most likely to purchase additional services (HELOC, auto loan, CD, etc.) so you can focus your efforts accordingly. By analyzing member conversations, you can identify which members are most likely to convert and which are not worth pursuing, leading to optimized cross-sell process and ROI.

Increase Cross-Selling

Conversation intelligence can also help you cross-sell products and services. By analyzing successful calls, you can identify patterns and best practices that can be replicated across your team. You can also use conversation intelligence to identify objections and develop strategies for overcoming them.

Optimizing Marketing Messaging

Conversation intelligence can also help you optimize your marketing messaging. By analyzing member conversations, you can identify the language and messaging that resonates best with your target audience. This can help you create more effective marketing campaigns and improve your ROI.

Conducting Competitive Analysis

Finally, conversation intelligence can help you conduct competitive analysis. By analyzing member conversations about your competitors, you can gain valuable insights into their strengths and weaknesses. This can help you develop strategies to differentiate yourself from the competition and win more deals.

Conversation intelligence is a powerful tool. By analyzing member conversations, credit unions can gain valuable insights that can be used to coach staff, improve the member experience, enhance lead qualification, increase cross-selling, optimize marketing messaging, and conduct competitive analysis.

About Eltropy

Eltropy enables credit unions to communicate with members over text message in a secure and TCPA-compliant way. Using Eltropy’s platform, lending, collections, sales, marketing, service, risk management, internal communications and other teams at credit unions can leverage text messaging to boost member engagement and enhance the member experience. Eltropy also integrates with IT systems, such as Symitar and Corelation, and provides member engagement insights.