Episode Thirty-Six

How Role Specialization Leads to a Seamless Customer Experience

Guest: Roy Raanani, CEO at Chorus.ai

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Roy Raanani Role Specialization Customer Experience

About This Episode

Customer experience—it’s the key to good business.

But what’s the secret sauce to getting it right?

We sat down with Roy Raanani, CEO with Chorus.ai to learn how they are achieving a seamless customer experience through building a solid foundation.

So just how are they doing it? With solid processes and defined role specialization.  

“The optimal experience for a customer would be one person that could meet all of their needs,” explained Roy.

He went on to say, “There’s a host of benefits that come from this specialization, but there is a real risk to the customer experience if it isn’t done well.”

Everything Chorus employees do for their customers is intentional. Every action is thought of in terms of how the customer will respond.

In every organization, there’s always an opportunity to improve the customer experience.

Roy Raanani Chorus Customer Experience

Many times, it’s figuring out not only what is important to a customer, but rather making sure that it’s getting shared with everyone who needs to know.

And to do that correctly, you have to establish and build trust.

Using Artificial Intelligence to Foster Trust and Improve the Customer Experience

That’s where Chorus comes into play.

The platform utilizes AI to record and analyze conversations between prospects, customers, and teams, enabling them to more effectively build relationships, improve how reps sell, and close deals.

As Roy shared, “It’s about building the right relationships between the internal teams to make sure that they understand that they are working for the same person – the customer – without creating tension.”

Not only instilling a sense of trust but from an operational standpoint, transparency is crucial.

For instance, when an SDR is doing a handoff to a salesperson, the sales team will have the proper information on the call, etc. Through the power of AI, they can then close that loop.

“When only the AE knows what is going on, then it’s strictly a ‘he said, she said’ scenario. But when you introduce something like Chorus, others on the team can then see the conversations and the back-and-forths the AE had with the prospect. They have those analytics in front of them,” mentioned Roy.

Roy Raanani Complexity Customer Experience

This conversation data can be used in a variety of situations. The AE’s manager can also listen in, providing a coaching moment if, let’s say, the lead was prematurely disqualified.

This transparency reminds everyone that you’re not operating in a vacuum.

Not only is the information gathered good for the internal teams, but the customers as well.

Transparency Across Internal Teams Improves the Customer Experience

Roy pointed out, “Many customers get frustrated with having to repeat their information. Having transparency across the internal teams prevents this from happening because everyone at every stage knows what is going on.”

This allows the customer to feel like they can trust the team and potentially get through the pipeline quicker.

When wrapping up with Roy, we asked about a few simple things that folks can do to help improve their customer experience. His answers were simple:

  • Put things in writing (SLAs, processes, expectations)
  • Make sure everyone has access to the training that they need
  • Involve the Customer Success Manager on calls where the deal is likely to close

So what’s going to be your first step in improving your customer’s experience?

Click on the link below to hear our full conversation with Roy!

This blog is from an interview with Roy Raanani from Chorus.ai Find it engaging? Subscribe to The Sales Engagement Podcast.

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About The Podcast

The Sales Engagement podcast is the #1 podcast focused on engaging your customers and prospects in the modern sales era. This show features real-life stories and best practices from revenue leaders doing the job day in and day out, in a casual, radio-like talk show.

Each episode features modern tactics, strategies, hacks, and tips to get the most out of your sales engagement strategy and help you navigate the next generation of sales. You’ll find energetic talks that will provide you with real actionable value around building meaningful connections and creating a better selling experience through authentic conversations that you can measure.

The Sales Engagement podcast is here to help B2B sales leaders, customer success leaders, and marketing leaders innovate and usher in the next era of modern sales by building pipeline, up-selling customers, and ultimately generating more revenue with more efficiency.

Hosted by Joe Vignolo, Senior Content Managing Editor at Outreach, and Mark Kosoglow, Vice President of Sales at Outreach.

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