Enhancing Customer Engagement with Fireflies: A Case Study on ZEIT

• Time Sensitive Networking

ZEIT, a company deeply rooted in developer experience, faced a significant challenge in managing customer case study calls. Sarup Banskota, the Head of Growth and Marketing at ZEIT, was tasked with learning customers' stories through these calls. However, the need to pay complete attention to the customers while simultaneously taking notes proved to be a distraction. The situation was further complicated by the fact that Sarup used three different computers, and he needed a system that would allow him to record calls and take notes regardless of the computer he was using. The challenge was to find a solution that would eliminate the need for note-taking during calls, thus enabling Sarup to give his full attention to the customers. The inability to do so was causing loss of important points discussed during the calls and was also leading to interruptions when customers had to repeat information, thereby breaking their momentum.

ZEIT is a company that is deeply invested in enhancing the developer experience. They have developed Next.js, a versatile framework for React, and ZEIT Now, a tool that simplifies the process of deploying websites. With a single command, a developer can put their website live using ZEIT Now, which also automatically configures world-class SSL, CDN, and DNS for them. The company places a high emphasis on understanding their customers' stories and experiences, which they gather through case study calls. These calls are managed by Sarup Banskota, the Head of Growth and Marketing at ZEIT.

The solution to ZEIT's challenge came in the form of Fireflies, an AI tool designed to assist with note-taking during calls. Fireflies enabled Sarup to record calls and take notes seamlessly, regardless of the computer he was using. This eliminated the need for manual note-taking, allowing Sarup to focus entirely on the customer during the case study calls. The use of Fireflies ensured that no important details were missed out during the calls, as the tool was capable of capturing all the critical points discussed. Furthermore, it also eliminated the need for customers to repeat information, thereby maintaining the flow of the conversation and ensuring a more productive and engaging customer interaction. The implementation of Fireflies thus addressed the key challenges faced by ZEIT in managing customer case study calls.

• The implementation of Fireflies has had a significant impact on the operational efficiency of ZEIT's customer case study calls. Sarup is now able to give his full attention to his customers during these calls, without the distraction of note-taking. This has led to more engaging and productive conversations, as customers no longer have to repeat information and can maintain their momentum throughout the call. The use of Fireflies has also ensured that no important details are missed out during the calls, as the tool captures all the critical points discussed. This has improved the quality of the information gathered during these calls, thereby enhancing the overall customer understanding and experience.