Trackers are designed to help you gather insights into how your team talks about the topics that matter the most to you. Each tracker is a keyword or phrase that you are interested in highlighting across the conversations your team is having, such as new features, competitors, and even discounts.
You can easily set up Trackers from the Trackers page.
Please note: this article is geared toward language that exists in the English dictionary, so some words like your Competitors' names (ex. Apflexive) will instead require a Custom Language Model. Email your Customer Success Manager for non-English words you'd like added to your company's Custom Language Model.
Creating a Tracker
Head to www.Chorus.ai and sign in. Click on your initials in the bottom left and select Settings from the menu. Then navigate to the Trackers tab and Create Tracker.
Filling Out The Tracker
We have a basic, easy to use tracker set up page. We generally recommend setting up trackers via this Basic page, and to only use the Advanced page if you have more complex phrases and fully understand how to use boolean logic syntax.
Staying on the Basics tab, let’s walk through an example:
Chorus released a new feature: we have a native Zoom integration! We’re curious to see how our reps are talking about this new feature, and we’re interested in what our prospects think about it.
The first step in creating a tracker for this would be to give it a title and description. Since trackers are visible to all users in your organization, be sure to title it something that everyone will understand.
Next, you’ll want to select what general topic this tracker is about. The categories are:
- Competitor -> any language relating to a competitor such as a company name, a product they offer, etc.
- Feature -> a particular piece or capability of your product
- Playbook -> language relating to your specific sales playbook
- Value Language -> related to pricing, discounts, etc.
- Other -> get as creative as you like!
In this case, we would select “Feature” as the category.
Next, think about what keywords or phrases your reps or prospects would likely use when discussing the topic. It’s best to keep these phrases as specific as possible to ensure the tracker surfaces only the most relevant discussions.
For our working example, we think folks would likely say one of two phrases when talking about our new Native Zoom Integration: “native zoom” and “zoom integration”. Notice we didn’t put “integration” by itself -- that would cause the tracker to surface any integration we have, and we are only interested in this specific one with Zoom.
To learn more about how Chorus identifies keywords and phrases, click here.
To add your keywords and phrases to the tracker, simply type them in and press “enter” on your keyboard.
Similarly, while we are interested in discussions around this native zoom integration, we are not interested in seeing every single time someone mentions just plain “Zoom”. We use and discuss Zoom as a product often, and many times these conversations have nothing to do with our integration.
To eliminate these irrelevant results, we would add just plain “Zoom” to our Ignore list.
Since we’re interested in both the way our reps talk about it, as well as what our prospects think about it, we will keep this tracker set on the default “said by anyone” setting. For keywords having to do with your internal sales talk track, it may make sense for those trackers to only listen to your rep's voice. However, for most items, like your feature set or your competitors, it is recommended to apply the tracker to anyone's voice.
The next step is to indicate whether it is neutral, positive, or negative that these keywords were said in the conversation. For example, if you were tracking wow-moments where someone says “awesome”, we would select positive here; if we were trying to discourage our reps from talking about discounts, we might indicate that our discount tracker is negative.
Finally, you can click “Save Tracker”! Congratulations!
Saving a tracker will highlight all the moments that those specific keywords and phrases were said on all your currently recorded calls, and will also be applied to future calls.
Ready to see the moments your new tracker finds? Click here to read about where to find your trackers.
Further Reading: Advanced Tab
Have more advanced tracking needs? The Advanced tab can help you set those up as well. This page is identical to the basics page, except the fields for “Track these Keywords/Phrases” and “Ignore These Keywords/Phrases” are replaced with one single field that requires boolean logic syntax.
When entering keywords and phrases to track and to ignore on the Basic tab, those commands are translated into boolean logic for you. On this Advanced tab, you are able to add to or edit the logic driving your trackers. By default, the Basics page deals only with “or” statements. For example, I want to see every time someone talked about cows OR pigs. This means I want to know about anytime either cow or anytime pig was mentioned, and it doesn’t matter to me if only cows were talked about one time and just pigs another.
If I only wanted to see the times cows and pigs were discussed together, I’d need an “and” statement. “And” statements mean I won’t get results where only pigs were mentioned, or only cows were mentioned. In cases like that (and other more complicated scenarios), you’d need to use the Advanced tab.
This Advanced Tracker Setup article will help you understand how to use and construct boolean logic needed for the Advanced tab’s logic field.