How Boll and Branch uses Enterpret to transform feedback into customer loyalty and revenue

Tiffany Go
Head of Product Marketing
April 1, 2024

Boll & Branch is a leading luxury bedding retailer emphasizing high-quality organic materials, sustainability, and fair trade so everyone can sleep better at night.

We sat down with Matt Kuo, Senior Product Analyst, and Anna Esrov, Vice President of Customer Experience & Loyalty, to learn how they use Enterpret to provide an exceptional experience to every customer.

Struggling to build a complete picture of customers across multiple channels

Before Enterpret, Boll & Branch attempted to use another tool to analyze customer feedback. However, Matt found he was still spending too much time manually categorizing and reviewing feedback, the main challenges being this tool:

  • Lacked advanced categorization and analytics capabilities
  • Couldn't ingest qualitative feedback from surveys and focus groups

Building a complete picture of customers by connecting quantitative and qualitative feedback in Enterpret

Matt and the team chose Enterpret to replace the legacy tool with the following goals in mind:

  1. Centralize all customer interactions: Enterpret quantified a gold mine of qualitative feedback that Boll & Branch had previously struggled to analyze. Unifying the quantitative and qualitative gave the team a single source of truth for customer feedback.
  2. Quickly categorized feedback: Enterpret's taxonomy helped Matt and his team quickly unlock a deeper, more nuanced understanding of customers' needs. Feedback in Enterpret was automatically organized so the team could analyze it based on business needs.
  3. Establish company-wide access to insights: Enterpret could help customer insights become more accessible to everyone at Boll & Branch, empowering teams to act on feedback.

Matt shared, “Boll & Branch takes pride in being a data-driven company. Enterpret is helping us unlock a new way to combine quantitative and qualitative data to efficiently and accurately understand our customers. With Enterpret, understanding our customers is just a click away; we get deep insights, valuable context, and a complete view of our customers.

Driving exceptional customer experiences and growth with Enterpret insights

Over the last year, the team has leveraged Enterpret to deliver better customer experiences while maintaining a healthy focus on growing the business.

Achieving 20% growth during the holiday season

Enterpret helped Boll & Branch analyze spending behaviors and results from the 2022 holiday season to prepare for the 2023 holiday season. The team used Enterpret to identify which promotions drove the most confusion and determine which promotions helped incentivize larger orders. Matt shared, "Enterpret helped us achieve 20% growth during our holiday season by identifying spikes in confusion and pinpointing which promotions incentivized purchases."

Supporting frictionless returns to retain 1/5 of return revenue

When the Boll & Branch team started using Loop to manage returns, the team used Enterpret to monitor customer feedback and sentiment as they rolled out the new experience. They were particularly interested in sales returns, so they tested (and verified) a hypothesis using Enterpret that optimized for frictionless returns while still incentivizing orders after returns in a way that didn't hurt their bottom line. “Thanks to Enterpret, our new return experience allowed us to retain  1/5 of return revenue while also providing a better customer experience. “says Matt.

Elevating merchandising and maintaining brand satisfaction

Many people with allergies, sensitivities, and health issues choose Boll & Branch because of the team's commitment to using organic and non-toxic materials. Enterpret helped the merchandising team explore this theme to understand how customers reacted to existing inventory, inform future merchandising strategy, and identify a few anomalous issues with shipping. Enterpret gave the Boll & Branch team the insights they needed to maintain their commitment to organic and non-toxic bedding and ensured they were delivering optimal satisfaction.

Looking forward: Building a bespoke loyalty program for Boll & Branch customers

The Boll & Branch team is gearing up to roll out a new loyalty program led by Anna's team.

Anna shared, “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.”

The team uses Enterpret's Synced Users and Accounts functionality to connect feedback to data points, such as total revenue and feedback volume. Synced Users and Accounts is helping the team identify the most loyal customers based on factors like LTV and get a view of each individual to understand what they care about and want the most. “Synced Users and Accounts presents us with a unique opportunity to personalize interactions with high-value customers. This bespoke program will allow us to build stronger relationships with our most valued customers and give them the attention and recognition they deserve." Matt shared.

This careful attention to customer feedback highlights Boll & Branch's commitment to providing an exceptional customer experience at every touchpoint. We look forward to supporting Boll & Branch's mission as they continue to build exceptional customer experiences.

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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
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
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,
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,