Hi Champions! Salesloft-Rob here with a CS-focused use case for Conversations. 

As a West Coast CSM supporting mostly Eastern Time customers, I regularly find myself going back-to-back -- and I'm not talking about Drake or the Golden State Warriors 2017-2018 championship titles. I'm talking about back to back meetings from 8:00am-2:00pm. 

Two features that Conversations make me feel like a Champion -- Key Moments and Meeting Follow-up Play. Without them, I'd feel swept like a Portland Trailblazer, Utah Jazz, and San Antonio Spur. 

Sending a recap email with action items is not only a best practice but an expectation in my world. These follow-up emails improve your customer experience, show you are listening, AND taking action. In fact, this level of attention-to-detail has often been the experience that helps secure a renewal in our competitive landscape. 

Key Moments has helped me quickly surface CSAT issues that customers tend to bring up.  A quick way to do this, is to toggle on the View Key Moments Only in the Transcription section so it condenses the full transcript to just highlight Key Moments. Without this, and with how quickly CSMs have to pivot to the next meeting, CSAT can often be overlooked or not actioned. The best thing is, you can include Key Moments in your Meeting Follow-up Play (copy/paste).  This is a true keys-to-the-game moment on showing your customers you’re listening and taking action.  

What value does your Success Team see when leveraging Conversations?