Case Study

Clari Copilot helps UXCam understand their customers better

UXCam helps companies like Delivery Hero, Virgin Mobile, Rappi and Nando's create better app experiences by helping them make informed product decisions. It is a single source of truth for mobile app insights to fuel product-led growth.


Challenge: UXCam needed insights into what was happening on their calls

Before Clari Copilot, UXCam had very little insight into how the sales team members were performing on sales calls, especially because the company is mostly remote.

The tool helped them get more insights about what was actually happening on sales calls. Today, UXCam uses Clari Copilot for recording all their calls.

Solution: Using Clari Copilot for recording calls and onboarding new reps

Maia Luke, Sales Development Manager at UXCam, sat down with us and shared information on how they run the sales process at the company. UXCams’s typical sales process for a deal starts with SDRs doing the first call. They run the discovery qualification call either through Zoom or their CRM, Hubspot. Employees can record both types of calls via Clari Copilot so that is super helpful for UXCam.

They use the recording itself in a couple of different ways:

  • To get the qualification discovery information
  • To simply be able to reference calls

If due to any reason, a rep is going to follow up with the prospect after a time period of three or four months, they can actually go back to the conversation and understand if the prospect was particularly open or friendly.

“The recordings are also helpful when reps hand over the deal to AEs,” shares Maia.

They always make sure to include the relevant call recordings for a deal whenever the handover happens. Reps do take notes, but having that call recording adds context and also gives the AE an indication of what type of personality the prospect has.

And it’s the same when the prospect becomes a customer and the deal is handed over to the customer success team. They review a lot of older call recordings to get a clear picture.

Clari Copilot for Product and User Research teams

The tool has been really instrumental for the product and user research teams as well.

“Whenever there’s a new feature in beta, we can test it during discovery calls or demos to see what the prospects’ initial reactions are. This helps us collect feedback for the product team,” says Maia.

The user research team also uses Clari Copilot for competitive research—sales team tags certain competitor names on relevant calls for the team to check out.

Anyone from the marketing or product marketing team can also go in and get competitive intel.

“There's a lot that you can see on competitors’ websites, but it's a whole different experience when you get it actually from a customer, someone who's used the competitor’s tool firsthand.”

Maia Luke
Sales Development Manager at UXCam

Result: Faster call reviews and effective training and coaching

Clari Copilot for onboarding

UXCam has created different folders for different scenarios on game tapes so new joinees can get a full picture of how things work at the company. Apart from this, the sales managers find it much easier to track team and individual performance since adopting Clari Copilot.

The sales team was only using Zoom for recording calls before Clari Copilot and, understandably, reps could be selective about which calls they recorded and uploaded on Google Drive for a manager to review.

“But Clari Copilot captures everything. So, managers can see the good, the bad, the ugly. It’s easier for them to see specific areas where a rep might need some upskilling or training,” adds Maia.

How UXCam uses Clari Copilot for coaching reps

When managers work on individual training and coaching with the reps, they try to focus on maybe one or two areas each week to coach on—for example, how to handle a specific question around pricing.

When they go in and review the calls prior to the coaching session, they can search specifically for keywords around pricing and skip 20 minutes worth of conversation to really focus on the area that they want to train on. Managers can listen to recordings at 1.5x or 2x speed, which helps speed up the review process.

The journey so far with Clari Copilot

When we asked Maia about her feedback for us, this is what she said: “Clari Copilot has definitely been a game changer for UXCam and we consider it an essential tool.”

The call recording and intelligence tool helps them better understand their customers. And it is helpful throughout the sales process.

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