Call notes for customer success, written from the call

The call note

Customer call — [account], [date]

Reason for the call: in the customer's words
What we found: the cause, or what is still unknown
Agreed: what we do, what they do, by when
Risk: anything that sounded like churn, with the quote
Next contact: date and purpose

The summary has the customer’s wording because it comes from the transcript. Copy it as plain text into your account notes; the quote behind a risk is the line you show your manager.

The follow-up, the same hour

“Thanks for your time; here is what we agreed and when you will hear from me.” Written from the summary, in the customer’s language and a warm or formal tone, with the customer’s address remembered from the last call. Send it in your name from Trippi Notes, or open it in your mail. The client follow-up.

Tickets with the quote

The bug the customer described, in their words, becomes a task with the quote and goes to Jira, Asana or Linear. Engineering reads what the customer actually said, not a paraphrase.

The history of an account

Every call with the account is in your journal. Before the renewal call, ask “what has Acme complained about this quarter?” and read the answer with the quotes and the dates. On team plans the whole team sees the same history. Asking across meetings.

Customers in other languages

A customer in Brazil, a support call in German: the transcript follows in 68 languages with a line in yours, and the follow-up is written in theirs.

No bot joins the customer’s call. Tell them you take notes (what to say).

How to start

1. 1Open the call in Chrome. Google Meet, Zoom in the browser, or Microsoft Teams in the browser.
2. 2Click the Trippi Notes icon. It hears the meeting tab and your microphone and writes each line with the speaker’s name.
3. 3Pick the template after the call. The summary follows the template; tasks and the follow-up email come from it.