2024 Customer Feedback Resolutions for Product Teams

Tiffany Go
Head of Product Marketing
January 10, 2024

It's 2024 and every product team is listening to their customers. But, listening to customers isn't enough to drive value from the feedback that's shared. We came up with a list of resolutions that product teams should follow when it comes customer feedback in 2024. Read on to learn more!

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πŸ›‘ Stop manually tagging feedback

Are you still manually tagging Zendesk tickets or reviews? Stop! Manually tagging feedback is a chore, and there are more downsides - it is inconsistent, often un-actionable, and requires ongoing maintenance.

βœ… Do automate your feedback taxonomy with AI

  • Customize and fine-tune your taxonomy to your product's terminology
  • Train models to produce granular and actionable insights
  • Make it consistent across all sources and languages
  • Take advantage of automatic updates as your product changes

Check out this article Manually Tagging Customer Feedback is Ridiculous.

πŸ›‘ Stop trying to analyze feedback in separate channels

It's not enough to collect or know where your customer are providing you with feedback. If you're still trying to analyze feedback in different channels you're wasting time and leaving money on the table. never get the complete picture.

βœ… Do analyze customer feedback with the help of LLMs

Save your team time and get an accurate view of your customers to:

  • Consolidate and give your customer feedback a structure
  • Understand the context of customer feedback

Check out this post How to Analyze Customer Feedback for some actionable advice.

πŸ›‘ Stop thinking about customer feedback as an afterthought

It's not enough to collect customer feedback. The utilization of feedback to drive prioritization and strategy should always be top of mind.

βœ… Do think about customer feedback as a "moat," AKA your competitive advantage.

Enabling your team to learn from customer pain is critical to building a long-term competitive advantage and a successful product. AI can make feedback your competitive advantage a lot faster. Here's advice from our CEO on how you can treat Customer Feedback as a Moat.

πŸ›‘ Stop looking at feedback in one dimension

If you're analyzing feedback just by volume of requests- it’s not enough and you're ignoring the fact that feedback should be measured and understood based on impact.

βœ… Do understand feedback based on impact to ensure you’re making the highest leverage investments

Feedback should be understood based on the revenue impact of product investments. By mapping your customer feedback across all sources to the system of record for user/account/revenue data, you'll be able to to answer questions that matter like:

  1. How many unique accounts have requested a given improvement across all feedback sources (Sales calls, support tickets, in-app feedback)?
  2. How can I sort customer complaints about Feature X by the sum of revenue impact based on unique users/accounts?

Learn how Apollo.io connects feedback to revenue to drive product prioritization in this clip featuring Apollo.io's CPO.

If you want help with any of these resolutions in 2024, Enterpret can help! Join companies like Notion, Canva, Loom, Apollo.io who prioritize customer feedback to drive product decision and roadmap. Get in touch we love to chat about how Enterpret can help you reach and surpass your 2024 goals.

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Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention, when it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.
Louise Sellars
Analyst, Customer Insights
Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.
Dina Mohammad-Laity
VP of Data
The big win-win is our VoC program enabled us to leverage our engineering resources to ship significantly awesome and valuable features while minimizing bug fixes and" keep the lights on" work. Magnifying and focusing on the 20% that causes the impact is like finding the needle in a haystack, especially when you have issues coming from all over the place
Abishek Viswanathan
CPO, Apollo.io
Since launching our Voice of Customer program six months ago, our team has dropped our human inquiry rate by over 40%, improved customer satisfaction, and enabled our team to allocate resources to building features that increase LTV and revenue.
Abishek Viswanathan
CPO, Apollo.io
Enterpret's Gong Integration is a game changer on so many levels. The automated labeling of feedback saves dozens of hours per week. This is essential in creating a customer feedback database for analytics.
Michael Bartimer
Revenue Operations Lead
Enterpret has made it so much easier to understand our customer feedback. Every month I put together a Voice of Customer report on feedback trends. Before Enterpret it would take me two weeks - with Enterpret I can get it done in 3 days.
Maya Bakir
Product Operations, Notion
The Enterpret platform is like the hero team of data analysts you always wanted - the ability to consolidate customer feedback from diverse touch points and identify both ongoing and emerging trends to ensure we focus on and build the right things has been amazing. We love the tools and support to help us train the results to our unique business and users and the Enterpret team is outstanding in every way.
Larisa Sheckler
COO, Samsung Food
Enterpret makes it easy to understand and prioritize the most important feedback themes. Having data organized in one place, make it easy to dig into the associated feedback to deeply understand the voice of customer so we can delight users, solve issues, and deliver on the most important requests.
Lauren Cunningham
Head of Support and Ops
With Enterpret powering Voice of Customer we're democratizing feedback and making it accessible for everyone across product, customer success, marketing, and leadership to provide evidence and add credibility to their strategies and roadmaps.
Michael Nguyen
Head of Research Ops and Insights, Figma
Boll & Branch takes pride in being a data driven company and Enterpret is helping us unlock an entirely new source of data. Enterpret quantifies our qualitative data while still keeping customer voice just a click away, adding valuable context and helping us get a more complete view of our customers.
Matheson Kuo
Senior Product Analyst, Boll & Branch
Enterpret has transformed our ability to use feedback to prioritize customers and drive product innovation. By using Enterpret to centralize our data, it saves us time, eliminates manual tagging, and boosts accuracy. We now gain near real-time insights, measure product success, and easily merge feedback categories. Enterpret's generative AI technology has streamlined our processes, improved decision-making, and elevated customer satisfaction
Nathan Yoon
Business Operations, Apollo.io
Enterpret helps us have a holistic view from our social media coverage, to our support tickets, to every single interaction that we're plugging into it. Beyond just keywords, we can actually understand: what are the broader sentiments? What are our users saying?
Emma Auscher
Global VP of Customer Experience, Notion
The advantage of Enterpret is that we’re not relying entirely on human categorization. Enterpret is like a second brain that is looking out for themes and trends that I might not be thinking about.”
Misty Smith
Head of Product Operations, Notion
As a PM, I want to prioritize work that benefits as many of our customers as possible. It can be too easy to prioritize based on the loudest customer or the flavor of the moment. Because Enterpret is able to compress information across all of our qualitative feedback sources, I can make decisions that are more likely to result in positive outcomes for the customer and our business.
Duncan Stewart
Product Manager
We use Enterpret for our VoC & Root Cause Elimination Program - Solving the issues of aggregating disparate sources of feedback (often tens of thousands per month) and distilling it into specific reasons, with trends, so we can see if our product fixes are reducing reasons.
Nathan Yoon
Business Operations, Apollo.io

This list of resolutions should be followed by all product teams in 2024 to be more customer-centric.

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