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Great tool for CSMs!
January 28, 2022

Great tool for CSMs!

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

Overall Satisfaction with Chorus.ai

  • Call Review
  • Handoffs & Collaboration / Knowledge Sharing
  • Voice of Customer & Disseminating Success Stories
My team uses Chorus every day to record external customer calls. It's really helpful for people as they take over accounts or for any customer escalations to be able to share the conversation verbatim and not rely on word of mouth to relay any important details. As far as I know, the whole organization uses Chorus.
  • Next steps in email notifications
  • Clarity of recording
  • Transcription
  • Integration
  • Ease of adding Chorus to internal calls
  • Reduced ramp time for new CSMs
  • Hastened the escalation process to leadership
  • Better transparency and communication within the team
  • Recordings that never seem to expire so you always have historical context.
Haven't used any of the tools for Sales Enablement because I'm working in Customer Success
I haven't had anything like this previously, but I will say that the ability to save recordings for what appears to be forever, is so helpful! We've used Chorus calls from years ago to understand an event in a customer account and it's really helpful to be able to rely on that as a resource. It also just makes it easier to focus on the call and not worry about writing everything down.
I'm not sure if there are a lot of innovative ways we've used Chorus. We have a pretty standard practice, but it's very valuable for us so I don't think the lack of motivation is any indication of a lack of value.
I haven't interacted very much with our Support team, since I'm not a decision-maker and haven't had any issues with the tool personally. I have talked to our CSMs previously and they've all been very helpful!

Do you think Chorus by ZoomInfo delivers good value for the price?

Not sure

Are you happy with Chorus by ZoomInfo's feature set?

Yes

Did Chorus by ZoomInfo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Chorus by ZoomInfo go as expected?

I wasn't involved with the implementation phase

Would you buy Chorus by ZoomInfo again?

Yes

It's been great to have Chorus on all of my customer calls. It makes it easier for me to focus on what's being said and not have to worry about taking notes. It's also great that Chorus follows up with the recording so quickly so you can quickly see what action items were mentioned on the call. It's not always 100% accurate in capturing everything, but usually, it's pretty good! I have also really valued the ability to listen to team calls or guide new hires to our Chorus repository so they can self-service training materials to help them learn faster. I wish there was an easier way to add Chorus to live calls since it's really only focused on external meetings and sometimes it's good to have internal calls recorded for posterity, but we can also record on Zoom so it's not a big deal. Chorus recordings just don't expire so it's better for longevity.