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Topics and Trackers: Overview

Analyze what is being discussed in your meetings using Topics and Trackers

Rafiki Customer Success Team avatar
Written by Rafiki Customer Success Team
Updated over a year ago

What is a topic?

Topics are tools that identify when words, phrases or concepts are mentioned in calls and emails, enabling you to surface the parts of conversations that matter most to you.

It is a word or associated terms related to the word (for example, Deal Risk). Rafiki automatically detects these words or terms when they appear in calls and flags them so team members can easily spot them and provides extensive, in-depth analytics based on the Topics discovered on your calls.

Topics can be customized to be configured for:

  • Specific teams

  • Inbound/outbound calls

  • Web Conference/dialer/emails

IMPORTANT NOTE: Every organization is automatically setup with a set of AI-based System Topics

What is a tracker?

Trackers are similar to topics but custom setup according to your company’s business priorities, and what you want to capture insights around.

How topics/trackers give you insights into your conversations

Topics and Trackers provide valuable insights into the discussions occurring throughout your organization. They highlight the occurrence of particular words, phrases, or themes, offering clarity on their frequency and context within conversations.

For instance, these tools can assist managers and training teams in observing how representatives manage objections, communicate product information, introduce new pricing, or handle objections again. Such insights, together with feedback from the market, enable leaders to determine effective communication strategies. Understanding what constitutes successful interactions allows for targeted coaching of the team and swift adjustments as required.

How to decide what to track?

While setting up trackers is straightforward, figuring out what exactly to track might pose a challenge.

It's advisable to start by pinpointing the main areas of focus or recent initiatives your organization has undertaken or plans to introduce soon.

Here are some examples:

  • Implementing new pricing strategies

  • Launching a new feature or product

  • Adopting a novel sales approach

  • Enhancing objection handling or distinguishing from competitors

Your topics/trackers should reflect the key projects or strategies being implemented across your team or the entire company. Given that each organization has its unique set of goals and initiatives, your trackers will be distinct to your business.
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Default System Topics

  1. Agenda & Scheduling

    1. Agenda

    2. Scheduling

  2. BANT

    1. Budget

    2. Authority

    3. Decision Criteria

    4. Goals

    5. Feedback

    6. Pain

  3. Competitors

    1. Differentiation

    2. Key Competitors

  4. Deal Risks

    1. Confusion

    2. Decision Risks

    3. Rejection

    4. Problems/Concerns

    5. Roadblocks

    6. Timeline

    7. Urgency Risk

    8. Value Risk

  5. Discovery Questions

  6. Engaging Questions

  7. Introduction

    1. Intro/Small talk

  8. Late Stage Triggers

    1. Approval

    2. Commitment

    3. Priorities

    4. Finance

    5. Kick-off

    6. Manager

    7. Negotiation

    8. Procurement

    9. Proposal

    10. Trigger

    11. Timeline

  9. Legal & Security

  10. Next Steps

    1. FollowUp

  11. Objections

  12. Pricing & Discounts

    1. Discounts

    2. Ballpark

    3. Multi-year Deal

    4. One-year Deal

    5. Pricing

  13. Renewal & Upsell

    1. Additional Licenses

    2. Product Updates

    3. Renewal

  14. Sandler Methodology

    1. Sandler Level 1 Pain

    2. Sandler Level 2 Pain

    3. Sandler Level 3 Pain

    4. Sandler Upfront Contract

  15. Special

    1. Coronavirus

    2. Economy

  16. Trial

    1. POC/Proof of Concept

    2. Success Criteria

    3. Onboarding

When processing each meeting Rafiki automatically does a smart semantic match for these Topics for keywords with each Topic (keywords not mentioned here) and tags them in all conversations.

How to setup trackers?

Trackers enable the extension of System Topics to track organization-specific keywords as well. For detailed instructions on setting up trackers, refer to How to set up or edit trackers in Rafiki.

A common use of trackers is to add a business competitor's name to be tracked on calls.

  1. Navigate to Settings > Trackers > Add Tracker

  2. Enter a Tracker Name. Select the Existing Topic > Competitors

  3. Enter the list of keywords to be tracked in calls and Click '+Add' for each keyword

  4. Save the tracker

    Add trackers

  5. All future calls will automatically track this keyword.

  6. Trackers can similarly be set up to track any product names, feature releases, etc that need to be analyzed on calls.

Smart Universal Search

Rafiki's innovative, one-of-a-kind topic search helps analyze Topics and Tracker Trends across meetings at the click of a button.

Search results

  • Search parameters can be saved along with recurring alerts so you can be notified of new hits for concerned Topics/Trackers via email.

    save alerts

  1. See a breakdown of your rep's conversation topics, how they are talking, how they compare to other meetings, the topic sequences being discussed, and how you can coach them to bridge the gaps.

  2. Spot deal risks with Rafiki's intelligent topics/trackers

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