Accelerating Onboarding and Increasing Win Rate with Chorus.ai

The Results

  • Quarter-by-quarter increases in the sales team’s win rate

  • 1-2 month average reduction in ramp time for new reps and account executives

  • A tighter relationship between sales and the product and engineering teams

Chorus.ai lets us hear firsthand how customers are responding to our messaging and what objections they might have. That insight has helped us drive awesome improvement in our sales team, including quarter-by-quarter increases in our win rate.

Sean Marshall

Vice President, Global Sales, Klaviyo

Building highly customized email marketing campaigns takes work — and the coordination of costly, disparate platforms and programs that often don’t communicate well, if at all. And while consumers are sharing more data with businesses than ever before, and in real time, companies can’t use that information effectively because they struggle to access and manage it. But technology company Klaviyo has a solution to help customer-centric businesses of all sizes address this problem.

Boston-based Klaviyo’s Software-as-Service platform combines customer data and marketing software. It gives brands at-their-fingertips access to the data and tools they need to create personalized experiences for customers across email and other channels quickly and easily. The company, which was founded in 2012, is growing fast after focusing first on becoming a profitable business. In April 2019, Klaviyo received $150 million in Series B funding from private equity firm, Summit Partners.

Creating Call Playlists to Help Account Executives Develop Expertise Faster #


Klaivyo is using Summit Partners’ recent investment to hire hundreds of engineers, build its corporate development team, and expand its marketing platform into other areas like mobile and websites. It’s also growing its sales team rapidly. To help train new reps fast and drive better performance from its existing team members, Klaviyo relies heavily on the Chorus.ai conversation intelligence platform.

Sean Marshall, Vice President, Global Sales, at Klaviyo, used Chorus.ai at a previous company, and based on that experience, knew the platform would be a good fit for Klaviyo as a coaching tool. “We’re hiring really aggressively — doubling the size of our team annually,” he says. “There’s no way I can be on all of our sales calls, nor can my managers. But with Chorus.ai, we can listen to calls when we have the time and then provide meaningful feedback to our reps.”

Marshall says sales leaders at Klaviyo use the Chorus.ai platform extensively in the onboarding process, and it’s helped them to reduce ramp time for new reps and account executives by 1-2 months, on average. Keyword tagging in Chorus.ai is a factor in that result, says Marshall: “We can use keywords to quickly create call playlists for new reps to help them understand our customers and their needs faster. We can also be very selective in choosing calls to suit our different tiers of account executives and help them to become experts, quickly, on specific competitors.”

Mitch Gruber, Sales Account Executive at Klaviyo, says he believes Chorus.ai has had an impact on his ability to elevate his everyday performance. “Chorus.ai has helped me to level up as a rep,” he says “I’ve improved my follow-up with prospects and active customers. It’s also easier to analyze deals with my boss and figure out why a deal closed — or didn’t.”

Mitch Gruber

Mitch Gruber

Sales Account Executive, Klaviyo

Chorus.ai has helped me to level up as a rep. I’ve improved my follow-up with prospects and active customers. It’s also easier to analyze deals with my boss and figure out why a deal closed — or didn’t.

Connecting Product and Engineering Teams with the Voice of the Customer #


Klaviyo’s sales leaders also use the Chorus.ai platform in monthly competitive win and loss reviews with their team members. “We review a series of calls, pause them where needed, and then ask our team questions like, ‘How do you think this person handled this objection?’ and ‘What do you think of the way they closed the call?’” says Marshall. “It’s been a great experience — it’s a live forum that we can hold with our team anytime we want to, on the fly.”

Chorus.ai is also an invaluable tool for hearing the voice of the customer, says Marshall. “Chorus.ai lets you listen to what actually happened on a call, instead of asking a rep to retell it in a one-on-one,” he explains. “Chorus.ai lets us hear firsthand how customers are responding to our messaging and what objections they might have. That insight is helping us to drive awesome improvement in our sales team, including quarter-by-quarter increases in our win rate.”

Another benefit of using Chorus.ai, according to Marshall, is that it allows Klaviyo’s product and engineering teams to hear the voice of the customer, too. “They weren’t able to listen to our calls before, and now they can go right in after the fact to hear how customers are reacting to a new feature, for example, and what questions they have about it. Chorus.ai has helped the sales team and the product and engineering teams to build a much tighter relationship.”

About

Klaviyo is a technology company that combines customer data and marketing software. They help businesses of every size—from entrepreneurs to iconic brands—deliver amazing experiences across email and other owned channels.