UpSellit is a leading conversion optimization, email marketing, and cart abandonment technology partner. We aim to empower the internet’s biggest brands to transform their first-time visitors into lifelong, loyal customers.
The main problem we solve with Wingman
Bryan: Before Wingman, we were using Gong, but it was extremely expensive. Moreover, it had a lot of great features that we were just not using.
We wanted to find an alternative that would allow us to archive and store all of our demos. We wanted a library of all our calls so reps could review calls, take notes or to see how other salespeople were pitching. Some of the reps also listen to calls to see how senior reps are handling certain situations. So we also wanted to foster this type of peer learning culture.
Wingman for onboarding and sales training
Jeremy: Wingman has been great in terms of using different game tapes. We're able to sort out which call is a closing call and which is a kickoff call and kind of use that to our advantage. When we hire new salespeople, we pick out some showcase demos for them to learn from.
There are usually specific calls that I want to hear to find out how it’s going with my reps. Maybe there’s a rep who isn’t closing as many deals, so I'll go in and listen to some of their calls.
At other times, reps on my team ask me to go in and listen to a call they had to know if they were understanding customer pain points or giving the customer proper information. So I listen to those calls as well.
Wingman for call reviewing
Jeremy: While reviewing calls, I see what reps are saying, how they’re saying it, or if they’re missing out on giving some information. A big part for me is also how comfortable a rep is on a sales call. If someone has been here for three years and they’re still as awkward and uncomfortable as somebody who just started, why is that?
Or why is somebody who's just starting out at UpSellit more comfortable on a call than someone who's been here for a while? What are they saying? What are they doing that's different? And then, it’s also looking at the success rate of reps – checking who's closing deals and what they say on calls that others aren't saying.
So going back to call recordings helps me to stay above all these issues, see where some reps might be lacking and then training them accordingly.
Wingman for our customer success team (CSM)
Jeremy: Apart from the sales team, some of our onboarding specialists, who help customers get set up, go through our features and get live, also use Wingman. They listen to past calls on the platform to see what was said, what solutions or services a customer wants to use and help build out a plan for them.
We also have someone on our CSM team who goes through recorded calls on Wingman to keep a tab on what's going on. He also listens to call recordings to see how we can use them to help streamline some of our information internally. So that's also where Wingman’s been a big help.
What our team members like about Wingman
Melody Mesick: One thing that has helped me is being able to search for specific key phrases that I remember being said in the call, on Wingman. So it’s a lot easier to find which part of a call I want to revisit if I need to.
Adam Kottler: I think Wingman's great. I like the interface, it looks clean and is very easy to navigate through. I've also gone through the recordings and the transcripts, and there's no complaints over here. So I love it!