After testing two conversation intelligence solutions, Didomi finally chose Claap. Raphaël Boukris, co-founder of the company, explains what drove these migrations and how the transcripts, used in particular with Claude, now serve salespeople, Customer Success Managers and product teams.
At Didomi, customer conversations are no longer meant only for salespeople. The recordings let managers go back over meetings, CSMs find the requests their customers have expressed, and product teams understand what lies behind a feature request.
Why Didomi switched tools twice before choosing Claap
Before 
Claap, Didomi had already worked with two conversation intelligence vendors.
The teams generally liked the first software. But Didomi was waiting for one specific feature: automatically filling in MEDDIC qualification information in 
Salesforce. The feature had been announced, but its delivery kept being delayed.
Didomi therefore changed providers. The second one did offer the automation it was looking for, but a new problem appeared: the quality of the transcripts was deemed insufficient.
This second migration clarified the need: automating sales qualification is of little value if the information extracted from conversations is not reliable enough.
Didomi then adopted Claap. Raphaël considers its transcripts very good and says he is particularly happy with the product, to the point of describing himself as a Claap ambassador, as he already is for 
Lemlist.
The choice also fits into a familiar environment. Didomi was already using Lemlist for prospecting, having replaced 
Salesloft several years earlier. Raphaël appreciates the responsiveness of its teams and how fast the software evolves. Claap officially joined Lemlist on October 20, 2025, even though the two products keep distinct uses.
“This is clearly the era of Sales software consolidation.”
Raphaël sees in this merger a tendency among companies to group certain uses with vendors they already know. But the closeness to Lemlist is not enough to explain the choice of Claap: the quality of the transcripts remains central.
Nor should one conclude that Didomi's entire sales stack has been consolidated. Aircall is still used for telephony, Salesforce for CRM and 
Planhat for Customer Success. Raphaël does not rule out one day comparing Lemlist's telephony with 
Aircall. Nor do the integration possibilities between Claap and Lemlist mean that Didomi uses all the automations on offer.
How Didomi uses Claap and Claude to analyze calls and coach salespeople
Claap records and transcribes sales conversations. Didomi then makes use of their content, in particular with 
Claude through an MCP connection.
One use is to get summaries of calls that go particularly well or particularly badly. Involved in steering Revenue activities, Raphaël cannot attend every meeting. Yet he wants to understand what happens in them without listening to every recording.
He acknowledges that automatically summarizing a meeting is no longer anything exceptional. What interests him more is the ability to query conversations and draw useful information from them to manage the teams.
Sales managers also use Claap for coaching. Rather than relying solely on a salesperson's report, they can go back over the exchanges: find an objection, understand why a discussion was difficult or examine how a meeting was run.
The reliability of the transcripts matters particularly in this exercise. To analyze a call, you need to be able to accurately find the questions and the answers.
How Customer Success Managers make use of customer conversations
At Didomi, 100% of accounts have a Customer Success Manager. Key Account Managers are involved in about 25% of accounts, selected based on their ARR or their potential.
CSMs are therefore in contact with a large share of customers. They manage the relationship, take part in renewals and can handle some simple upsells. Over the course of their exchanges, they gather information about the difficulties customers face, their expectations and the features they request.
Didomi uses Planhat to track account health, alongside Salesforce. This is where recording conversations takes on another dimension: the information expressed during meetings can be found by teams who did not attend, without depending exclusively on a summary passed on by the CSM.
How Claap helps Didomi prioritize its product roadmap
Historically, some customer requests reached the product team through the Director of Customer Success. He might come to a meeting with an Excel file or a Salesforce export listing at-risk accounts and requested features.
This information was useful, but the product teams had to rely on the CSMs' summary. With Claap, the product and engineering teams can find what the customers themselves said.
Raphaël gives a telling example: a customer may explain that they will leave Didomi if a specific feature is not developed before the fourth quarter. Previously, this request might have been summarized in a spreadsheet or passed on verbally. Now, the product team can find the customer's exact words.
A feature request is no longer just a line in a spreadsheet: it can be placed back in the conversation that gave rise to it. This helps engineers understand what is really being asked, why the topic matters and how explicit the risk is.
The financial context matters too. A request from a customer representing a high ARR can be examined in light of that commercial weight.
Summary of the software this article mentions in Didomi's stack
| Status | Workflow | Tool | Usage |
|---|---|---|---|
| In use | Conversation intelligence | Claap | Recording, transcription, coaching and surfacing customer requests |
| In use | Artificial intelligence | Claude | Conversation analysis via MCP |
| In use | Sales engagement | lemlist | Prospecting and the ecosystem Claap belongs to |
| Replaced by Lemlist | Sales engagement | SalesloftReplaced by Lemlist | Former prospecting tool, replaced by Lemlist |
| In use | CRM |  Salesforce | MEDDIC qualification, customer data and at-risk accounts |
| In use | Customer Success | Planhat | Tracking the health of customer accounts |
| In use | Telephony | Aircall | Telephony kept separate from Lemlist |
