Item: Chorus by ZoomInfo
Rating: 8
Author: Verified User

Use Cases

Call Review
Coaching & Skill Development
New Hire Onboarding
Handoffs & Collaboration / Knowledge Sharing

Our team uses Chorus.ai to help improve our interactions with customers. We can review recent calls, share information across the team, and learn about our presentation styles. This is a fantastic tool to help the entire team learn from each other's calls.

Pros and Cons

Transcription of call.
Easily able to jump to points in call recording where certain topics were discussed.
Highlight difference in talk time between you and customer.

Have option to 'opt in' for feedback - the system can send you a weekly summary where your top filler words are called out (um, like, so), and also notify you about your talk time vs the customer. This would be helpful so the data can come directly to you instead of having to search for it.
Summary of weekly amount of calls - get insights on when you had high call volume weeks vs low call volume.
Easier way to hide 'note taker' on Zoom. This often leads to customer questions, which can get awkward as to why the call is being recorded.

Return on Investment

Reduce ramp time for new CSMs.
Improved quality of calls due to reviewing past speaking patterns.
Improved knowledge sharing across team.

Innovative Uses

We use Chorus.ai heavily during the onboarding process. New hires are encouraged to listen to past calls to hear how the platform is presented and what types of questions our clients ask. It has helped new hires ramp up in a quick and easy way by giving them access to a variety of calls that they can listen to at their convenience.

Support & Onboarding

I have not personally worked with the Chorus.ai customer support team, so I am not able to provide feedback about how they interact with customers. I have used their support center articles to troubleshoot, and it was helpful for addressing my question.

Likelihood to Recommend

Great tool, especially when onboarding. I used to listen to similar calls conducted by colleagues to understand how they present different features of our platform and what types of questions they often hear from customers. I also would review past calls with the customers that I was taking over so I could better understand the context of their partnership with our company.

Onboarding Wisdom

Fantastic tool for training and onboarding new hires - rapidly decreases time to ramp, and increases deal visibility

Great platform for ramping up!

Overall Satisfaction with Chorus.ai