CX and CS teams hold a large number of customer conversations, and most of what was said stays with the person who was on the call. When a colleague picks up the account, the customer repeats themselves.
Claap records those conversations, attaches them to the company they belong to, and answers the same questions on each one. Individual memories become an account history the whole team can use.
What Claap can help you achieve
Hand over an account without the customer repeating themselves
Onboarding sessions, check ins, QBRs and escalation calls sit on the company in one place. A colleague covering for you reads what happened last time instead of asking.
Bring the voice of your customers with receipts
Filter your feature request field across a quarter and you have a ranked list of what customers actually asked for, with the calls behind each line. That is a different conversation with product than a summary of your impressions.
Spot churn signals in the pattern, not the single call
An account that stopped agreeing next steps three calls in a row is legible in a table. With AI Fields you decide which signals are tracked on every conversation.
Train your own team on real conversations
Real customer calls make better training material than a script. A folder of representative calls, the smooth ones and the difficult ones, gets a new hire further in a week than shadowing does.
Keep the rest of the company informed
Calls attached to the CRM mean sales and account teams see the support history on the account without asking you for it.
The must-have setup
1. Connect your calendar
Connect your calendar so customer calls are recorded without anyone remembering to start a recording.
2. Use the Companies view as your home
It lists every company in your workspace with its meetings and activity in one sortable table, which is closer to how you think about your work than a chronological list of recordings.
3. Define AI Fields around your questions, not sales ones
Start with a small set:
Was a bug or a limitation raised?
Was a feature request made?
Was frustration expressed, and about what?
Was a next step agreed?
Is anyone new involved on their side?
Each field is answered on every call, so you get a column you can filter instead of a note you have to write. See Using AI Fields.
4. Build Views for the things you check weekly
Accounts with an unresolved issue, accounts with no conversation in the last sixty days, calls where churn language came up.
Best practices for Customer Experience teams
Use the same fields across the team. Consistent answers are what let you count them at the end of the quarter.
Give each View a moment in your week. A View nobody opens is a filter, not a process.
Take your feature request field to product once a quarter, ranked, with the calls attached.
Build an onboarding folder of representative calls and keep adding to it.
Be explicit about recording. You record customers, sometimes on complaints and account issues, so make sure your recording notice and your retention policy cover it.
Keep customer calls visible to your workspace if they are meant to appear in the CRM alongside sales calls. See Public vs Private recordings and folders.
Go further with Claap
Share a call with someone outside the workspace. Public links let you set an expiration date and control comments and downloads. See Collaboration with visitors.
Push conversations to Slack by connecting a Claap folder to a channel, so product and engineering see the calls that concern them. See Automatically share Claap videos in Slack.
Query your customer conversations from your own tools. See Use Claap MCP Server for advanced workflows.