Skip to main content

We enhanced a SaaS company’s Voice of the Customer function by developing a customized taxonomy of NLP queries and built integrated dashboards, enabling product teams to leverage actionable customer sentiment data and improve their decision-making processes.

Challenge

The VOC function of a SaaS company had a strong Qualtrics-based Insights platform, but Product teams felt that the data wasn’t quite relevant or detailed enough to be actionable, which meant that the products didn’t incorporate customer feedback consistently or effectively.

Approach

Building on their existing platform, we developed a customized taxonomy of NLP queries (via Text iQ) to mine customer sentiment and apply it to each portion of their product experience and JTBD.

We also built custom dashboards for each of their product teams in Google Looker that integrated relevant data visualizations from multiple functions (revenue management, sentiment, and product analytics).

Value Delivered

  • More actionable use of scaled VOC data for product teams
  • Always-on self-service reporting of a more comprehensive view of the customer
  • Next-steps survey strategy that will soon power even more detailed insights through a new approach to structuring survey intercepts

Leave a Reply