Gurupandian Chandrasekaran explains how AI can send real-time alerts and whisper coaching to managers during sales calls, flagging tone shifts, competitor mentions, and intent changes. Early-stage companies can use recorded demos to capture customer language and validate product-market fit, then scale with a unified dashboard that aggregates metrics for CEOs and sales leaders.
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How do you influence calls if recorded? So I think, Ahmed, I think that's why I used a phrase of real-time and post-call. So you have both kinds of analysis. The calls are recorded, which will help you glean intelligence from a post-recorded timeframe. But even during calls, right, live calls, you have those sentiment analysis. And let's say an account executive is making a call. And there are some patterns which they're not responding properly. Alerts are sent to the managers and VPs. They can chip into the call, they can whisper, they can instruct. So you can influence the call as it happens. How do you balance clients' needs listening with market feed? So I think it's a— see, I think that's a good question. The reason is, see, your client is a subset of the market. Right. So now product market fit is definitely a thing that you do very early on. Let's say, like, you know, I'm going to talk about a couple of scenarios here and walk you through this. Let's say the first example is somebody who's just building a product. They have not even got a single customer. They want to know this. The CEO would be talking to the customer and kind of giving a demo or listening to this. Right. And if this call is getting recorded, right, let's say they do it 5, 6 times. That sentiment analysis can be captured to know like, okay, this customer talked about this, but maybe in that heat of the moment you're not capturing that. When you do that for 10 calls, you're getting an idea like, what are the customer actually talking about value and am I giving it? This is a very small use case for establishing product-market fit. But let's say the same company grows, they've got 100 customers. Now they have 5 sales guys and 5 support people. Now this needs a scalable infrastructure where You have to listen to every client like the way you did earlier, and that becomes a scalable approach to tackle that both during call and post-call. So you know that, okay, this is the customer who's coming and now you have one product market fit, but the messaging fit might be different and that's becoming a scalable motion. Now you're saying, okay, I used to say this to my first 10 customers, but now for the next 100, there is some variation. Maybe they want a little bit more value that I'm not articulating, and that's where the messaging gap comes in. So you have to align product with market first and then the messaging with market. And that's where listening kind of helps. Thanks, Jermaine, for the question. How do you scale conversations? So I think I'm building on the previous answer here. Let's say somebody, a company is having 100 customer conversations with only one sales rep. That's something which you can kind of like, you know, do it with a tool like JustCallIQ, or you can just take notes and do it. But let's say you are making like 100 sales calls per rep and you have 20 sales reps, and then you have a lot of support reps. So that's the scale. And now when you have to do a scale like this, what do you need? You need a dashboard where you want to know, okay, I'm getting 1,000 or 2,000 calls in sales. And 2,000 calls in support. So 4,000 calls. What do I get insights for every day or every week? And that's where this dashboard kind of presents to you. So you can— there are some insights which are kind of human, right? You know, the tone is loud, harsh. There's a pause. There's a lot of talking and less listening. All that can be kind of like coded. There are some things which are very business specific. It might be different for an edtech company compared to a B2B SaaS company, some of the phrase words, keywords. You can add all of that in the engine and all of these alerts will start popping up in your dashboard. You can see the status for all these 4,000 calls, be it sales and support, reflecting in one dashboard and instantly you can know what's happening. Now, this is for a CEO's view. They know what's happening. In all these 4,000 calls, are we saying the right things? What is the top occurring competitor? What is the top concern people are raising? What is the intent? What is the moment, right? How many calls start well, end down? So all these alerts start popping up. Now, this is great for learning and improving next month, but let's say you want to see it for the first day and improve the second day. So that's real time in call. Your sales manager, director of sales, director of support, they get these alerts. They can go and improve those calls immediately. And so that is an approach where you scale it because it's not left to the whims and fantasies of any one rep, right? You want to normalize it. You want to gently get everybody to a peak performance level. You want to codify it. And that's what this tool can do. And we will cover more of this in our next chapters, how all these tools sit together. But today we're going to talk about listening. Scaling will happen because once the listening muscle is built, then you will go to learning, and that's the next chapter. How are you going to learn and how are you going to take it across the organizations with those dashboards, insights? How do you improve every rep to be a super rep? And that's the kind of what we're going to talk about next. How do you know you've done enough listening? Oh, there is no end to that. The reason is there are customers always coming to you with It's like you're asking me, like, you know, how much of growth is enough? It's never enough. You want to keep growing. You want to keep getting more customers. You want to keep selling more to your existing customers. You want to build new products in adjacent areas. You want to enter new markets. So it's always growing, but you can define it for a particular ICP. Have I cornered every use case? Have I given enough thought to the messaging? Do all of them kind of like, you know, reciprocate to that messaging? That means that ICP is covered. But even in the same ICP, as the company size grows, they might have different feature requests, they might have different needs. All— so there is— I mean, in the— just like growth, listening is a continuous process. You need to keep evolving with it.
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