Account Manager's Perspective
April 05, 2021 Account Manager's Perspective

Zarina Kudashova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with

  • Call Review
  • Coaching & Skill Development
  • New Hire Onboarding
  • Pipeline Visibility & Forecasting Confidence
  • Voice of Customer & Disseminating Success Stories
It's used across all of IgniteTech to onboard new hires, provide guidance on holding different types of customer calls and coach employees, particularly those who work in customer service.

Plus it's used to capture risks with customers in order to mitigate them in a timely manner and ensure that future conversations are meaningful and address uncovered issues.
  • Automation - everything gets set up and processed with no need for additional actions.
  • Being able to switch between different speakers really speeds up the process of listening through the recording when you only need to review separate portions of it.
  • The transcript functionality is wonderful when you need to find something.
  • Filler words - it would be helpful if one could actually see what is getting tracked as a filler word.
  • Not sure if this is an integration setup issue, but sometimes the meetings don't get pulled up from into Salesforce.
  • Notetaker leaving after 15 minutes if a customer is a no-show. Sometimes they do show up after that, and there's no clear guidance on getting the recording going again after that.
  • Increased call quality of account managers.
  • Reduced ramp time for new account managers and sales representatives.
I haven't used any of the similar solutions, but fits very well within the company's tech stack by integrating into the calendar and email suite as well as the corporate CRM.
Well suited:
  • An informal conversation review in order to improve performance of a customer service representative/sales rep/account manager - basically anyone who needs to speak with customers regularly.
  • Self-coaching for anyone who wants to improve their quality of speech and carrying dialogue.
  • Assistance in making post-meeting notes, especially if a meeting happened some time ago, so it's not so fresh in one's memory.
Less appropriate:
  • A formal review where an employee is graded based on the metrics provided by (engaging questions, length of monologue, etc.).