What we do at Outplay

Outplay helps sales reps book more meetings with a multi-channel sales engagement platform. We know sales is hard and we aim to change that. Outplay’s sales engagement software has everything you need — multichannel outreach, outbound sales automations, prospect tracking, reports, and more.

The main problem we solve with Wingman

From a customer success (CS) perspective, we always need to review calls to understand customer feedback and the issues they face. Not being able to go back and deep dive technically was one of the major challenges we were facing before Wingman. We wanted something to record all those customer conversations so that we could share them with our tech team and make changes on the fly. 

We could have done this via Zoom recordings but the problem with Zoom recordings was that we had to go through the entire recording of a call to see where exactly an issue came up. But with Wingman, you can mark those clips, add your comments, and then send them to the product team.

Challenge number two was training new hires. The time we have on our hands is very less because we are always doing something. It became hard to focus on regular training sessions. But now we use Wingman’s Game Tapes to train our folks on the product as well as the processes we have.

How we use Wingman to onboard and train our reps

We have created different Game Tapes for different situations. So we have one set of Game Tapes for onboarding where we have recorded previous customer onboarding sessions and we let our new reps go through those clips to ensure that they know exactly how to handle onboarding calls. 

Secondly, we also have Game Tapes for QA training sessions, which cover troubleshooting, and are very vital to our work. Those are also part of our training program. To give a specific example, there are Game Tapes with upsells or expansions, how we identified those opportunities, etc. So we have different tapes for each of these situations. And then all of these are added to the training folder. 

How Wingman saves us time

Wingman saves us quite a bit of time. All our sales calls are recorded on Wingman. So it's much easier to watch things ourselves in the CS team rather than ask our sales people about a deal when it’s handed off to us because their time is precious. 

In case we have anything to go through before the first discovery call or the onboarding call with our customers, we can easily go through the sales calls. We also get to understand the expectations of our customers and are able to set those expectations right during our calls. 

Wingman for call reviewing

Call reviews happen all the time with the entire team. 

We review calls on a regular basis just to understand how our customers feel and then we relay this information back to our team.

We also keep a very close track on churn discussions. If a customer asks to downgrade for example, we ask them to get on a call so that we can discuss why they want to downgrade and we try to find out the major reasons behind such asks. Generally, they show us on the platform what works, what doesn't work, and why they’re looking to downgrade or want an out.

Then the entire team huddles together to review the video and see and understand the points that the customer’s raising. And then we try to understand from the conversation how we can do whatever we're doing a little bit better. 

How Wingman helps us identify opportunities

The best thing would be intent identification because sometimes you struggle with understanding which customer has more intent, which customer has less intent in terms of buying something. So if we're able to understand if there's an expansion opportunity, we can definitely push them through, or if there's an upsell opportunity, we can definitely push them through by giving them some sort of case study or maybe discounts. 

Good platform adoption and engagement definitely mean that there's a good chance of expansion for those accounts and we can upsell those accounts. We look at such points and then we reach out to customers accordingly. 

So, would I recommend Wingman?

I would absolutely recommend Wingman! I've actually been recommending it to a lot of people. So generally when I join calls, Wingman bot which we have named Outplay’s Wingman, also joins in and people ask what is Wingman, what does it do? At that point, I say that I might miss something you say during the call, but because of Wingman, I can go back and review the call, understand what your issues are and then solve them.