Case Study: Levelset achieves 100% call-review participation and faster churn detection with ExecVision

Customer Success Team Leverages Call Coaching to Spot Churn Faster & Drive Better Customer Conversations

Levelset faced inconsistent, reactive customer conversations and trouble scaling call coaching: finding recordings in their dialer was difficult, coaching relied on handwritten, time‑stamped notes, and CSMs often talked too much and missed churn indicators. After Sales adopted ExecVision to replicate top performers’ behaviors on calls, Customer Success turned to ExecVision to bring the same visibility and consistency to their team.

ExecVision provided searchable call libraries, call review tools, and a peer coaching workflow that made listening and targeted coaching easy (including improving talk:listen ratios). As a result, Levelset achieved 100% participation in call reviews, a 12% increase in listening time across the CS team (one CSM improved listening by 20% in six months), a 33% reduction in onboarding & ramp time, and 20% higher call scores while building a scalable coaching culture.

Levelset

Gretchen Lynn

Vice President of Customer Experience