Business Problem:

Contacts ask various questions and have several conversation topics at each stage of the customer lifecycle. It would be great if analytics could show these topics to help the management team understand and improve the customer journey.

Current Workaround:

Businesses can use closing conversations + closing notes to track conversation topics by the conversation (not lifecycle specific).

Limitation:

Businesses can only track a single topic or category at any one time (per conversation) and may not give the best overall insight.