How to run Voice of Customer insights for a team or a set of accounts

Learn how to find themes, objections and competitors across many recorded calls.

Overview

Voice of Customer reads across the calls GTM One has recorded and summarizes what buyers say, instead of showing one call at a time. It has three views. What They're Exploring covers the requirements, decision criteria and integrations buyers ask about. Challenges & Concerns covers the objections they raise. Competitive Intelligence covers the competitors they mention. Findings can be grouped by deal stage, and each one links back to the moments in the calls that support it.

You choose what the analysis covers with a scope: either one or more teams, or one or more specific accounts. You cannot combine teams and accounts in the same run. Voice of Customer lives on the Voice of Customer tab of the Meetings page.

Before You Begin

• Voice of Customer only covers calls that were recorded and are connected to the accounts in your scope.
• Teams come from your organization's reporting structure. When GTM One can find you in it, the page opens on your own team and runs for it automatically while it shows "Finding your team...". If it cannot, it opens the scope picker so you can choose.

Run an Analysis

1. In the left navigation panel, click Meetings.
2. Click the Voice of Customer tab.
3. In the Views panel on the left, open the time period list under Scope and select Last 30 days, Last 60 days or Last 90 days. If the panel is collapsed, expand it first.
4. Click Select Scope.
5. Click the Teams tab to choose teams, or click the Accounts tab and search for accounts. Selecting teams turns off the Accounts tab, and selecting accounts turns off the Teams tab. Clear your selection first if you want to switch.
6. Click Select to close the picker.
7. Click Run for this scope.
8. Wait while the page shows "Analyzing your conversations". This usually takes under a minute.
9. Click What They're Exploring, Challenges & Concerns or Competitive Intelligence in the Views panel to switch between views.

If you open Voice of Customer without running an analysis, the page shows "Generate insights for this view". Click Generate insights to run it for the scope shown.

Narrow the Results by Stage

1. Open the stage list under Scope. It reads All stages until you pick one.
2. Select the stage you want.

Each view keeps its own stage. When you switch to a view that has no data for the stage you picked, GTM One shows all stages and tells you so.

Refresh or Start Over

• Click Refresh to run the same scope again and pick up newer calls.
• Click Start over to clear the results and return to the starting page.

You can change the time period, stage or scope while you are reading a report. The report on screen does not change until you click Run for this scope, and the panel reminds you that it is "Showing the last run until you do."

If you see an error

• "No conversations in this scope". The teams or accounts you chose have no recorded calls in the time period. Widen the date range, add accounts or teams with recorded calls, or click Change Scope. Click Back to previous results to return to the report you had before.
• "Couldn't load insights". The analysis could not be loaded. Click Retry. If it keeps failing, contact your ZoomInfo admin or account team.
• "Couldn't load stage data". The stage you selected could not be loaded. Select All stages, or choose the stage again after a moment.
• "Refresh failed — showing the last successful analysis." A refresh did not finish, so the page kept the earlier results. Click Refresh again.

Resources

• Overview of Meetings in GTM One