Most of Claap is described for sales teams, but the job you do is close enough that everything transfers: you have a lot of customer conversations, you need to remember what was said, and you need the rest of the company to hear it. Here is how to set it up for a CX or CS team rather than a sales one.
What Claap does for you
Every customer call is recorded, transcribed and read automatically, then attached to the company it belongs to. Onboarding sessions, check ins, QBRs, escalation calls: they stop being individual memories held by whoever was on the call, and become an account history anyone on the team can pick up.
The two things this changes day to day are handover and evidence. A colleague covering your account can read what happened last time instead of asking the customer to repeat themselves. And when you tell product that four accounts raised the same problem, you can point at the four calls.
Set up once
Connect your calendar so customer calls are recorded without anyone remembering to press a button. This is the difference between a full account history and a patchy one.
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.
Define AI Fields around your questions, not sales ones. The mechanism is the same, the questions are yours. Was a bug or limitation raised. Was a feature request made. Did the customer express frustration 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 filterable column rather than a note you have to write.
Build Views for the things you check weekly. A View is a filtered slice, so a call appears in every View whose criteria it matches without anyone filing it. Accounts with an unresolved issue, accounts you haven't spoken to in sixty days, calls where churn language came up.
What this gives you that notes don't
Voice of customer with receipts. Filter on your feature request field across a quarter and you have a ranked list of what customers actually asked for, with the calls behind it. That is a very different conversation with product than a summary of your impressions.
Early churn signals. The value is in the pattern rather than the single call. An account that stopped agreeing next steps three calls in a row is visible in a table and invisible in a folder of recordings.
Onboarding your own team. Real customer calls are better training material than a script. A folder of representative calls, good and bad, gets a new hire further in a week than shadowing does.
Sharing outside the team
You can share a recording with someone who has no Claap account through a public link, and control what they can do with it. If you need to send a call to a customer without letting them download it, the recording has to sit in a private folder for those options to be editable. See Private or public: what my folder choice actually changes.
Two things to be careful about
Consent. You are recording customers, often on calls that involve complaints or account issues. Make sure your recording notice and your retention policy cover this properly, and check what your bot announces when it joins.
Visibility. Private recordings don't reach your CRM, don't trigger automations and aren't returned by search through the API. If CX calls are meant to appear on the account in your CRM alongside sales calls, they cannot be private.