“These are messy questions in nature, and it's hard to get an answer to them when you have so many different conversations happening in real time, across so many customers. So we make sense of all that messy data with our technology. And then we provide a visualization of those conversations, those mentions, so that leaders can understand how to make better, faster business decisions that serve the needs of their patients.” - Sonciary Perez

In this episode of Tactical Friday, Sonciary Perez gives us an opportunity to know a little bit more about Quala and what they provide as a resource. Listen in and make more data-backed decisions through the Frontline Intelligence Platform.

Sonciary explains further that for B2B SaaS companies and how it allows their technology to stay really close to your customer base. Through conversations, Sonciary’s team will automatically bring that data into Quala which makes sense of all the data with their technology. They provide a visualization of those conversations, those mentions, so that their leaders can understand how to make better, faster business decisions that serve the needs of their patients.

Sonciary explains further how customers can email them, can chat with them, get in Zoom calls with their customers in order to ask for survey information and much more. They have set up teams to have these conversations and there are so many team members interacting with customers, whether they are executives, product managers, customer success, and support industry. In sum, it is their desire to provide their customers any way to get ahold of them and for them to enable their teams to have so many one-to-one conversations. They were able to achieve this by building what they call, “The Frontline Intelligence Platform” and what that means is that they are allowing or bringing in any channel where these conversations and interactions are happening with and about their customers into their platform so that leaders can mine the data and understand at scale, what is the qualitative narrative around their customers experiences are. So that they can build better experiences with their technology.

[00:01 - 01:23] Opening Segment

• If you have a platform and you want to create content that DELIVERS, go over to knightly.productions!
• For the first part of my interview with Sonciary, tune in to last Monday’s episode 

[01:23 - 04:19] Focusing On Growth and Focusing on Maintaining Customer Interaction

• How Quala uses conversational-data that allows you to stay really close to your customer base
• Making sense of messy questions through the Frontline Intelligence Platform

[04:19 - 11:43] Innovation Starts With The Customer Base

• Interactions are a rich source of potential innovation
• Customer interactions help the company evolve and upsells expansion opportunities
• Innovation Starts With The Customer Base
• Project-based versus reoccurring subscription revenue way of building a business
• What’s the ideal client for Quala
• Teams that have no way to aggregate the data

[11:43 - 12:19] Closing Segment

• Closing words from Sonciary – Innovations starts with understanding the customer base!
• Connect with Sonciary (links below) 
• Head over to myvoicechallenge.com to find out how you can discover your voice, claim your independence, and build that thriving business that you've always wanted!

Key Quote: 

“If we want to discover who our ideal customer profile is and we want to understand how to evolve with them and build a technology that they love, but they're going to tell their friends and colleagues about, and they'll continue using hopefully, from greater perspective… We can't do that unless we fundamentally speak the vernacular of our customers and understand what's important to them.” – Sonciary Perez

Connect with Sonciary

Learn more about Sonciary through his website. Connect more with Sonciary on LinkedIn and her Email.

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