Gaining Customer Insights with Zoom Revenue Accelerator

Features are somewhat confusing & hard to navigate & train. Setup is clunky for Administrators. We have had challenges with adoption. Difficulty conveying a clear message on how to utilize each feature & communicate the benefits rather than being perceived as "one more piece of tech to manage". I think we will see added ROI when they begin utilizing the features to the full extent. We have been scheduling repetitive training/deep dive sessions into each feature to help with adoption. The sales team would prefer to work primarily in Salesforce, so adding functionality there would benefit us. There is some reluctance to have to switch back and forth between the Zoom portal & Salesforce. We also rely heavily on SMS to communicate with customers. I would estimate 50% or more of our conversations are not being captured by Zoom Revenue Accelerator because they are text messages. Ideally, we would have Zoom Revenue Accelerator analyze conversations by agents on the Zoom Contact Center platform so that when they handoff to Sales, we have a full history of the customer & visibility into all presales conversations. Having the 360 view of the customer would be a huge win.

Training on key features is difficult, so adoption of the platform is not where we would like it to be after 6 months of being deployed. Our team works primarily within Salesforce, so it would be helpful to have additional focus on adding ZRA components to the Salesforce managed package. Would love to see on overall customer summary for example. Rather than having to go to each conversation to get details of the customer journey. The price point for ZRA is quite high compared to meetings & phone so I would like to see continuous growth/new features being released to justify the spend. With ZRA, the sales leaders can share tactics and use cases on how they utilize ZRA to manage their individual teams. The analytics easily shows team members who are exceeding or who may need additional support based on (overall customer sentiment & engagement).