Get more out of your customer conversations with Call Summaries

Customer conversations contain valuable information. Often, after a conversation, you log something in your CRM system or write a short summary for yourself or a colleague. But it’s difficult to really focus on a conversation when you have to take notes at the same time.

With Voys Call Summaries, multitasking is a thing of the past. While you focus entirely on your customer, we create a clear summary of the conversation. Automatically! No hassle or extra work, just clarity and peace of mind. And that summary can also be automatically added to your CRM system. 

In this blog, you will read:

• What automatic Call Summaries are
• Why they are perfect for your business
• How to use them smartly in your work process
• How to activate them today

What are automatic Call Summaries? 

The name says it all: after every phone call, a clear summary is created based on the transcript of the conversation. This is not a long text, but a concise and clear overview of what was discussed during the call.

Want to know more about Call Transcriptions? Read 5 surprising ways to use Call Transcriptions in your business here.

The summary of the call can be found in Freedom’s call list. You can also forward it to other tools such as Slack or your CRM system via our open API. This way, everyone in your company has insight into what was discussed with the customer, without you having to type a single letter.

Good to know: we are working on a new desktop and mobile app. Of course, the Call Summaries will also be available in these apps. This will make them even easier to find, and you will be able to see what was discussed with the customer in each conversation.

Why Call Summaries are perfect for an SME 

As an SME in South Africa, you want to work professionally and efficiently, but complex and expensive call center functionalities are often unnecessary and usually overkill. However, a feature such as Call Summaries is incredibly useful for you as an SME. Call Summaries are the solution for smart entrepreneurs who want to handle customer calls better, without extra work. 

Sounds interesting, right? We’ve listed the advantages for you.

Improve your relationship with your customers

First and foremost, and perhaps most importantly, your relationship with your customer will improve. Summaries allow you to recall previous conversations precisely. This enables you to easily revisit a conversation, respond in a more targeted manner, and eliminates the need to ask the customer, “What was that about again?” Your customer will feel heard and taken seriously. Ultimately, that is what everyone desires: to feel heard. 

Work together more efficiently by sharing information

Whether it concerns sales, support, or service, it is valuable when colleagues can quickly view each other’s conversations. Thanks to the summary, the transfer between colleagues is a lot easier. Everyone is immediately aware of what has been discussed, without having to update the other person. This is useful when a colleague has fallen ill and you have to take over their work for a while, or when someone leaves the company. 

Get more value out of every conversation

Call Summaries aren’t just useful for follow-ups. You can also use them to identify trends and frequently asked questions. This gives your colleagues more direction, improves your service, and can even refine your sales process.

For example, use the summaries:

• As input for frequently asked questions on your website
• For your product development or onboarding
• As a basis for internal knowledge sharing

Create clarity and structure in your communication

Conversations are often more chaotic than you think. By summarizing them automatically, you can bring structure to them: what was discussed, who said what, and what was the goal? This provides clarity, especially if you have many conversations in a day.

Never miss important information again

When taking notes manually, it’s easy to miss details. Call Summaries are neutral, consistent, and complete. You always get the same high-quality summary without having to take notes yourself.

Save time on administration

No more loose notepads. No more time wasted processing conversations in the tools you use for that purpose. No more hassle listening back to conversations. Everything is already written out for you in a clear and concise manner. This allows you to work faster and reduces error-prone manual steps, such as forgetting parts of your conversation. But perhaps more importantly, you can simply focus on the conversation with your customer.

Curious about the benefits of automatic Call Summaries for customer service? This article lists all the advantages.

Smart use of Call Summaries in your work process

The real power of Call Summaries lies in the smart links to your existing systems. A few examples:

(Automatic) link to your CRM system

With the Open API, you can automatically add the summary to the customer file in your CRM system or other tools you use for customer communication. This way, everyone knows immediately what has been discussed, without manual input. 

Don’t have the knowledge or time to build your own link? Then use our Pop-up CRM integration. By activating the Activity Hub in the CRM integration, the summary is automatically stored in your CRM system. More than 200 CRM packages are currently supported. 

In Slack or Teams

Have the summaries sent to a Slack channel for sales, support, or your entire team. This way, you can stay up to date without having to log in or share anything manually. Need more inspiration? Check out this blog with practical applications of Call Transcriptions.

What about privacy and GDPR? 

Spoiler alert: your data remains yours!

Call Summaries sounds like something you’d expect from a tech giant, which may not always take your privacy interests seriously. At Voys, we do things radically different: your customer data remains your data. Everything is done in full compliance with the GDPR, without your calls being used to train third-party AI models. That’s because we use open models that we run on our own hardware.

You can read more about this in our coming blog about AI transcription and privacy.

Get started: take advantage of Call Summaries today

Call Summaries are available in Freedom. You can easily activate the feature yourself via your settings. Please note that you also need conversation recording and conversation transcription, as the summaries are based on these. During the beta period, the Call Summaries feature is free to use. 

Want to know how to activate it? Check out our help page about AI settings in Freedom.

Get more out of your customer conversations with Call Summaries from Voys

Customer conversations are not just moments of contact, they are opportunities. With automatic summaries, you can capture those valuable conversations. You work faster, prevent misunderstandings, and improve your service. So you can focus on what really matters: your customer. 

Turn on summaries today

It’s a piece of cake. And you’ll see immediate benefits. Not a customer yet? Simply sign up and start strengthening your customer relationships today.