Analyse 100% of your calls without wasting team member time
October 02, 2024
Analyse 100% of your calls without wasting team member time
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zoom Revenue Accelerator
Zoom Revenue Accelerator helps us deliver a 5 star service to our clients around the world. As a crypto brokerage, we operate 24 hours a day.
A cornerstone of our service is that at any time of day a client can pick up the phone, and call a Broker or Client Support team member to receive help.
Before ZRA we had very limited oversight about the themes and topics of conversations from the thousands of hours on the phone with clients. But now that data is available to us almost instantly, and at scale.
ZRA's transcription, summary, and action creation tools save our team members hundreds of hours a month, by allowing our team members to focus on the client, knowing ZRA will capture the notes and highlights from the conversation.
A cornerstone of our service is that at any time of day a client can pick up the phone, and call a Broker or Client Support team member to receive help.
Before ZRA we had very limited oversight about the themes and topics of conversations from the thousands of hours on the phone with clients. But now that data is available to us almost instantly, and at scale.
ZRA's transcription, summary, and action creation tools save our team members hundreds of hours a month, by allowing our team members to focus on the client, knowing ZRA will capture the notes and highlights from the conversation.
Pros
- Call transcription, note taking, and action creation
- Customer sentiment analysis
- Call coaching for new team members, words per minute, etc
- It's interoperable with phone calls, and Zoom video calls
Cons
- Audio recognition with accents can sometimes garble words said
- Actions generated aren't always "client ready" as casual conversation topics like "I'm going to the beach this week" can become a item for action in Zoom's summary
- Permissions with the admin side of ZRA need improvement, managing ZRA alongside other Zoom products can be difficult if not all teams have a licence (it is getting better though)
- ZRA call summary saves, on average and hour every day from our client facing Brokerage team
- ZRA has taken us from ~50% coverage on tagging calls to 100%
- We save at least an hour a day too from the improved call quality
Zoom fit into our workflow better than the rest. While all the other tools certainly worked well, and could do the job, we felt the most comfortable with Zoom. In particular the ease of use. Specifically, at the time we were assessing the tools Aircall was a product we had used for a number of years, but call quality was not something that came often. And we'd have as many as 35% of calls drop due to connection issues. (Not an issue with Zoom, call quality is >98%). Dialpad was also one we extensively tested and trialed. It felt far better suited to a team larger then us, and one with a broader Support function then our initial use case. The Salesforce offering just felt the most expensive for the least value. While it would work probably the best with our CRM, it was clunky to operate from an end user POV.
Do you think Zoom Revenue Accelerator delivers good value for the price?
Yes
Are you happy with Zoom Revenue Accelerator's feature set?
Yes
Did Zoom Revenue Accelerator live up to sales and marketing promises?
Yes
Did implementation of Zoom Revenue Accelerator go as expected?
No
Would you buy Zoom Revenue Accelerator again?
Yes
Comments
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