RealDefense Boosts Sales Performance with AI-Powered Coaching, Increasing Revenue by 13%
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Consumer Goods
- Education
Applicable Functions
- Sales & Marketing
Use Cases
- Cybersecurity
- Speech Recognition
Services
- Cybersecurity Services
- Training
About The Customer
RealDefense is a global provider of identity protection and live tech support services. With over 1 million customers and a presence in 33 countries, the organization has a significant impact on cybersecurity. The company offers its services to both consumers and small businesses. RealDefense recently acquired Stopzilla ATS, and the director of call center sales was tasked with driving up-sells and cross-sells between the newly acquired company’s service plans and RealDefense’s primary service plan. The company has four global contact centers and has recently expanded their contact center operations to include digital channels like web chat.
The Challenge
RealDefense, a global provider of identity protection and live tech support services, was grappling with lower than expected sales. The company was only able to monitor less than 2% of their customer calls each month, and their manual QA process was not providing the necessary data-backed insights to understand why sales were underperforming. The geographical spread of RealDefense’s four global contact centers further complicated matters, making it difficult for the organization to have a single source of truth. When RealDefense acquired Stopzilla ATS, the director of call center sales was tasked with driving up-sells and cross-sells between the newly acquired company’s service plans and RealDefense’s primary service plan. To be successful, they needed to ensure they had the right scripting for their agents, that their agents adopted the scripts, and that the system captured the right scripting for them. They needed a solution that could offer more visibility into contact center conversations and provide business-improving intelligence from each interaction.
The Solution
RealDefense chose Observe.AI’s Intelligent Workforce Platform to gain one source of truth, drive improvements in agent sales behavior, and glean insights for targeted and contextual coaching for every agent. The platform captured sales validation scripts and all of the agents’ behaviors. It revealed that agents were scoring 100% auto-fail on their calls, meaning they missed at least one required question on their evaluation form. The platform didn’t just show RealDefense that agents weren’t adhering to scripts, it also provided full visibility into customer interactions. These insights, along with AI-driven conversation intelligence and a history of evaluation scores, are helping RealDefense improve the performance of individual agents and the entire team, including supervisors and QA managers. The organization now has a powerful feedback loop that provides continuously updated and actionable information. As a result, RealDefense has seen significant improvements in performance. Auto-fails, which were previously at 100% across all agents, have improved by over 90%.
Operational Impact
Quantitative Benefit
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