Customer Success Team Leverages Call Coaching to Spot Churn Faster & Drive Better Customer Conversations
公司规模
200-1,000
地区
- America
国家
- United States
产品
- ExecVision
技术栈
- Call Review Program
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- Software
适用功能
- 商业运营
- 销售与市场营销
服务
- 培训
关于客户
Levelset is a company that provides software solutions to help contractors and suppliers get payment under control, facilitating smooth payments and successful projects. The company's sales team was looking to increase the success rate of their outbound prospecting conversations and close more deals with consistency. They brought in ExecVision to help them understand what top performers were doing differently on calls and how they could replicate that across the team. Once the Customer Success (CS) team saw the performance improvement Sales had after starting call reviews, they knew they wanted to implement ExecVision too.
挑战
Levelset’s sales team was looking to increase the success rate of their outbound prospecting conversations and close more deals with consistency. They brought in ExecVision to help them understand what top performers were doing differently on calls and how they could replicate that across the team. Once Customer Success (CS) saw the performance improvement Sales had after starting call reviews, they knew they wanted to implement ExecVision too. Prior to launching ExecVision, Levelset’s CS team tried to do call reviews without much luck. Finding recordings in their dialer was difficult, and finding a call worth coaching was even harder. When they did find a call to coach, they relied on handwritten, timestamped notes for the session. No one had the time to do this tedious process.
解决方案
ExecVision was implemented to help Levelset's sales team increase the success rate of their outbound prospecting conversations and close more deals with consistency. The software allowed the team to understand what top performers were doing differently on calls and how they could replicate that across the team. The Customer Success (CS) team also implemented ExecVision after seeing the performance improvement in the Sales team. The software made it easier to find call recordings and identify calls worth coaching, eliminating the need for handwritten, timestamped notes. The software also helped the CS team transition from reactive to proactive conversations, allowing them to discuss renewals and product engagement proactively rather than just handling customer support.
运营影响
数量效益
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