Let's say that you want to find examples of calls where specific phrases/concerns were mentioned AND which led to being closed-won.
You might want to listen to that call to see if the context is the same as your situation, identify the rep (to ask them questions), and then use this information to strategize on a deal or update an existing sales playbook.
If you've tried to do this in Salesforce before, you probably tore your hair out and wrote off ever using it for call coaching. We did too, which is why we built our Salesforce app to upgrade the data model to make this type of data exploration work.
Example - A Real Life Case Study
One of Truly's features is Transcription, which leads customers to often confuse us with Gong. Going head to head with a product that's different from what you do leads to confused customers and lost deals. We wanted to figure out how customers talked about the two products on deals that did and did not progress. We were also interested to see that we didn't have this problem with Chorus (a direct Gong competitor).
Here's how we solved the problem:
>>> First, we went into Salesforce and searched for the keyword "Gong"
The search results include Transcripts, which allow us to see specific examples of calls where this competitor came up.
>>> Clicking the View More button gives us further results. We decide to filter the transcript results to look for conversations that appear to be held demos
>>> We then click into the transcript and scan for keywords directly in Chrome using basic keyword search
>>> We decide we want to dig in deeper into the deal, so we navigate to the related Activity directly from the Transcription Record
>>> Once we're in the Activity, we can see everything that we need to about the opportunity and the context of the Activity, such as the AI Generated Summary and the Recording:
>>> Clicking on the recording link takes us into the Rich Media Player and allows us to jump to the moment that we found in the transcript to get more context:
