Convey what the customers say in their own words
April 05, 2021

Convey what the customers say in their own words

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with

  • New Hire Onboarding
  • Handoffs & Collaboration / Knowledge Sharing
  • Voice of Customer & Disseminating Success Stories
We use across all go to market functions, though I am most familiar with how we use it within the Customer Success space. Within CS, we primarily use to share interesting insights that were shared by our customers during our standing calls. If they did a demo of their implementation or if they explained the buying process or elaborated on a potential expansion deal, the CSMs are able to take the relevant snippet and share it with the rest of the account team (SAs, AEs, ADRs) without having to interpret what the customer said.
  • Share and disseminate snippets of videos.
  • Allow for external video sharing.
  • Quickly add to calls.
  • Transcription quality.
  • Easily remove from customer calls when the customer owns the invite.
  • Remove permanently from recurring calls that customers don't want recorded.
  • Decreased technical miscommunications to allow support issues to be fixed faster.
I primarily use Chorus as a standalone tool but appreciate it' integrations with Salesforce and GCal.
It allowed us to encode processes that people just made up on the fly. We were able to identify what agendas/topics/lines of questions were successful and scale that across the CS org. is a very helpful tool to share *exactly* what the customer said and the context in which that information was shared. It allows us to keep call attendance smaller because people don't feel like they will miss out on any critical insights and that allows for a more intimate and comfortable conversation between the CSMs and our customer base.

It is not a replacement for notetaking (though perhaps it replaces in-the-moment notes). The transcription quality isn't good enough to easily find key words or talking points across calls unless you know exactly what you're looking for.