Connect customer feedback to revenue with Synced Users and Accounts

Tiffany Go

Head of Product Marketing

December 5, 2023

If you work in product or collaborate with a product team, you’ve been in meetings debating what features to build next or what bugs to fix. The inevitable question pops up, “What is the revenue impact?” or “How many customers will be impacted?” You’ll try to cobble data from your financial systems, Salesforce, or a spreadsheet to answer these questions. It’s never easy, and oftentimes, it feels like you’re not getting the full picture.

Today, Enterpret is rolling out Synced Users and Accounts to help all teams connect their customer feedback to revenue by users and accounts. Synced Users and Accounts unlock a unique and powerful new way to analyze customer feedback by user and account data so your organization can make data-driven decisions that drive revenue and growth. Answer the toughest questions such as:

What is the revenue impact of feature requests and feedback?
What is the impact of feedback on your customers?

Synced Users and Accounts work with Census and our native Webhook integrations for this release. Read on to learn more about the power of Synced Users and Accounts and what’s coming next!

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Measure and quantify feedback with user and account data

Connecting feedback across all sources to an account or user allows you to analyze and visualize your data to prioritize and make smarter decisions.

Stack rank opportunities by revenue impact

With Synced Users and Accounts you are able to:

Quantify feedback by the total amount of revenue associated with those accounts.
Dig into the associated feedback across multiple feedback sources
Surface the top insights using Generate Summaries

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Prioritize with confidence and stop over-indexing for volume of feedback

Too often, feedback can only be looked at in aggregate - the full picture can still be hidden like a needle in a haystack.

A piece of feedback might be mentioned 1000s of times but could be coming from 5 accounts, whereas another piece of feedback might be mentioned only 250 times and could be coming from 30 accounts.

Let’s look at this gif as an example:

The Ability to Customize Virtual Background is the top-mentioned Improvement.
When we dig deeper and Quantify the number of companies to understand the top Reasons for Improvements, we see a different picture:
The two reasons impacting the most companies are
Suggest to Address Sound Issues in Zoom
Ability to have Meetings longer than 40 Minutes
Had we only looked at the volume of feedback and not at impact we might have missed the top impacting reasons because they were the 2nd and 5th when just looking at volume.

Looking ahead: The Synced Users and Accounts roadmap

We’re planning on additional ways to connect with more user and account data into Enterpret:

Snowflake Integration
Expanded coverage for Amplitude and Mixpanel Cohorts
Salesforce Integration

In addition to more user and account data integrations, we have more Synced User and Account functionality as fast follows:

User and Account Pages: Get holistic views into specific accounts and users
User and Account Percentage Analysis: More ways to analyze and calculate in Enterpret
Co-Pilot with User and Account data: ChatGPT experience of your feedback

Get started with Synced Users and Accounts

Already an Enterpret customer? Reach out to your CSM to get set-up with Synced Users and Accounts.

Not yet an Enterpret customer? Get in touch with our team here to change the way you do customer feedback analytics.

We are laser-focused on giving customers more than they expect through a hospitality-first, individualized approach to drive retention and loyalty. Enterpret has allowed us to stitch together a full picture of the customer, including feedback and reviews from multiple data points. We now can super-serve our loyal customers in a way that we have never been able to before.

Anna Esrov

Vice President of Customer Experience & Loyalty

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.