Great tool that has enhanced multiple business functions
November 13, 2019
Great tool that has enhanced multiple business functions
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Chorus.ai
Chorus is used across our sales and client services organizations. It has served a few different purposes: provided a platform for managers to review calls and find opportunities for coaching, it has simplified our onboarding process for new hires since we can create playlists of great calls to have them listen to rather than schedule live shadowing sessions with reps. The cropping function allows us to share short snippets from customers with our product team both for improvement ideas and customer wins.
- Easy to use interface, very little system training needed for new team members.
- Searching capability across calls to look for certain phrases used.
- Cropping ability of calls.
- Transcription is very rough
- We have trouble with it logging calls correctly to the right opportunities. Part of this is our infrastructure, but it can make things challenging.
- Lowered time spent on onboarding new hires
- Enhanced the voice of the customer program because we can provide customer feedback through the voice easily.
- Given managers a coaching opportunity.
We have not used any additional voice technology tools.
We heavily utilize playlists. Our main use case has been training, both for current reps and for new team members across the organization to learn our products.