Enterpret
Product Updates

Create Reasons for better organization of feedback in Enterpret

Reasons in Enterpret are used to quickly understand the underlying motivations or issues that prompted customers to give feedback. Enterpret’s Custom Taxonomy automatically tags all feedback with Reasons so teams can avoid wasting time manually tagging that feedback.

While having a LLM powered Taxonomy that automatically tags feedback saves time, it does not always address the challenges of:

• Customers talk about feedback in different ways than your internal teams
• Predicting the level of granularity your business wants to understand specific and important pieces of feedback
• Customers talk about the same problem in multiple different ways

In listening to our own customer feedback, we realized that our users wanted the ability to define Reasons on top of the existing Taxonomy.

Enter, Create Reasons. Creating Reasons gives our users more agency and control to quantify and track areas of customer feedback in Enterpret:

• Represent feedback the way your team wants to talk about your product
• Strike the balance between too granular or too high-level Reasons
• Prioritize more effectively with more actionable Reasons

Different Ways to Create Reasons

• Create a Reason from a specific record, either based on a suggestion from Enterpret or using your own definition
• Create a Reason from scratch by providing a free text definition, then let Enterpret find matching records
• Create a new Reason by splitting a definition out of an existing Reason

New in Enterpret! Get instant insights with Search Summaries.

Enterpret’s new Search Summaries provide instant and rich customer feedback summaries to help product teams answer their most important questions and take action on feedback, fast!

New Search Experience

Now when you generate a Search you’ll experience:

• High-level summary of large volumes of customer feedback in seconds
• Insights are grounded in customer feedback with annotations. No hallucinations here!
• Dig in deeper with a few clicks

Explore Search Summaries

Start by executing a Search; this can be done by creating a query or by using a recommended Tracked Keyword or Feedback Reason.

Once the Search is run you’ll get a Summary of your feedback with insights. Every insight is annotated with citations so you can dive deep into the underlying feedbacl immediately.

Let's see it in action with this example in Zoom’s demo instance where we investigate the feedback around Improvements:

Want to dig into the insights?

Once the Summary is generated you can click on Open Top Reasons in Quantify . This will bring you to the Quantify Page where you can dig in deeper and visualize trends and anomalies.

‍

Have feedback about the new experience?

Use the 👍 or 👎 what you love or want us to improve!

‍

Bug Fixes and Improvements

• Updated Message Alignment and Icons: Enhanced the alignment of user/agent messages in feedback records. Also introduced new icons to easily distinguish between user messages and agent messages.
• Streamlined Feedback Sharing: Introduced a more convenient method to export and share feedback. Users can now simply click on the 3-dot menu in any list for quick access.
• Optimized Reason Merging: Now, when merging Reasons, helpful suggestions for the new Reason’s name are displayed. Users can choose from a list that includes the names of the Reasons being merged, along with an AI-generated name based on the selected Reasons.
• Improved User Invites: Updated the user invite feature to display a dropdown of valid domains. This activates while typing a colleague's email address, facilitating easier invites to Enterpret.

Under-processing labels now show-up in query results

‍After modifying a tracked keyword or a Reason, the label now shows up in results on Quantify, Search and Dashboards while we continue to find relevant predictions, based on the modifications.PS: there are two more updates coming soon on this front:

• show under-processing labels on the Taxonomy page
• make Reason merges an order of magnitude faster, so that they don’t stay under-processing for long

‍

Export feedback in original language

‍Users can now choose to export feedback in the original language in which the feedback was shared. Previously, it was only possible to export the English translation.

‍

See a full month’s data at a daily aggregation

‍Users can now see a full month’s data at a daily aggregation! Previously, it was only possible to see a full month’s data at a monthly / weekly aggregation.

Gather and quantify the qualitative feedback your customers share on Facebook

We've released a new integration with Facebook.

Together, Facebook 🤝 Enterpret makes staying in tune with your customers and understanding their thoughts and opinions that much easier. Connect Enterpret with Facebook Pages for a scalable way to gather and quantify the qualitative feedback your customers share on Facebook

Analyze and discover actionable insights: Once your Facebook Page is connected to Enterpret, your team can analyze Facebook feedback alongside feedback from other channels.

Align the team around a single source of truth: Visualize community feedback, discover trends and patterns, and make data-driven decisions to fine-tune your product or offers. These insights can be quickly pulled into charts and dashboards to be shared with your wider team.

Close the loop: Identify the right person to message, which customers to include in a beta program, and more.

‍

Learn how to get your Facebook <> Enterpret Integration set up in our Help Center.

‍CSV Upload UX Improvements

‍We’ve shipped a few fast follows and improvements to the Enterpret CSV Importer.

1. While adding a dynamic field name using templated questions, we now resolve the value of the templated metadata field, to make it easier for users to add correct field names
2. We’ve added a notification after files are uploaded to set clear expectations for when the uploaded file will be available for analysis

Performance Blitz!

‍We continue to make significant improvements in performance on Dashboards and Quantify. Users will notice that performance across the product in querying aggregates is zippy and lightening fast as they have come to expect!

Synced Users and Accounts are here to help all teams connect their customer feedback to revenue using users and accounts data.

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.

The feature currently works with Census and our native Webhook integrations for this release. We'll have Snowflake and Salesforce up next as a fast follow!

Read more on the blog to learn more about the power of Synced Users and Accounts and what’s next on the roadmap!