Great tool for reviewing calls and extracting insights
June 15, 2020
Great tool for reviewing calls and extracting insights
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Chorus.ai
- Call Review
- Coaching & Skill Development
- New Hire Onboarding
- Market Intelligence (Competition, Product, Messaging)
- The basic functionality, i.e. call recording and allowing the calls to be reviewed, works great! This provides huge insight into our business, especially for leaders who don't have the time to live-shadow calls.
- Analyzing and comparing "talk times" (i.e. seller vs. buyer percentages) is extremely insightful.
- Easy to integrate with calendars and technology like Zoom—reps can set it and forget it.
- Automatic transcription isn't super accurate, so it could be more useful.
- Search results aren't always intuitive and could feel more accurate.
- Not necessarily a criticism of the tool itself, but it does take a lot of work/maintenance to make use of the information gathered. Finding ways to automate or assist with that would be a huge help.
- While difficult to quantify, Chorus has allowed us to get competitive insights and help inform our product strategy, which invariably wins us more deals.
- By doing "tape reviews" with the broader teams, we're able to scale best practices and provide actionable feedback for reps, concretely improving their performances.
I've used both Chorus and Gong with different organizations but wasn't involved in the buying decision for either. Candidly they are very comparable. Gong seems trendier, but the functionality that I've used is essentially identical. When that's the case, it likely comes down to price (and I actually don't know who wins there).
Chorus fills the call-recording gap in our tech stack—we have email tools, a CRM for a system of record, Zoom for calls, but without Chorus, we wouldn't know anything about the content of those calls (are your sales reps awesome note-takers?). Before Chorus, feedback was all anecdotal and memory is a notoriously unreliable narrator! A rep's interpretation of what a prospect says in the moment might actually be totally different upon later review, and Chorus allows us that insight.
Competitive intel. We bought it for rep coaching and insights, but our product and design teams love hearing what customers are actually saying about the product, specific features, and competitive products. We can send them clips without requiring them to spend hours on customer calls searching for nuggets.
My experience with them has been minimal, which I take as a positive thing! I've encountered so few issues that I can't speak to the quality of the support, but I prefer that!