Hey all!
Yep, we’ve got a lot of functionality tied to sourcing outcome metrics, quotes, customer stories, advocates, and AI testimonials from call recordings.
Emily Coleman terms of positioning with legal:
- 1.
Standard is that no content can be used without customers permission *this is key
- 2.
Laudable also will never reach out or send comms to any customers directly - this is always in your hands as the user.
- 3.
via Gong/Chorus/etc - the customer is already required to opt-in to being recorded, so they know that’s happening and the company may use the recordings for a range of purposes
- 4.
We also have clear recommendations on ways to make asks to the customers and what to ask for in which scenarios (e.g. text only / story vs the actual video) - happy to share more!
- 5.
We’ve never seen an instance of a customer being upset or even opting out, likely bc of the disclosure on recording (#2 above)
- 6.
In terms of the data security itself, we have strong security policies and standards including SOC2 Type 2 compliance.
