Changelog

Updates and improvements to CustomerIQ

March 1, 2024

Free text import and unreads

Free text import and unreads

Free-form text modal

Most product, CX, marketing, and sales teams meet regularly to discuss recent hot-button items that have come up in customer conversations. Customer facing teams are left to sort through their pile of notes across Google docs, Notion, CRM, and other sources.

Now, with our free-form text modal, CSMs and other customer facing teams can quickly drop notes in CustomerIQ and have them organized automatically by contact, account, and topic in any view. All with AI.

How to add notes to your workspace

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Click Add Data: In the global "Add data" action you'll now find a free-form text field. Simply copy/paste your notes here, map to a folder and contact, and submit.

Then CustomerIQ's AI will analyze the notes, extract highlights, and organize them into your highlight views.

Read/unread status on highlights

Now you can easily see which highlights are new and unread vs highlights you have already reviewed.

As new highlights are extracted from submissions and added to views, you'll find an unread indicator on the highlights tab and a count of unread highlights in each view.

Navigate to the view to see exactly which groups contain unread highlights. 

Bulk actions 

You can mark all highlights read/unread by bulk selecting highlights in any table or group and using the bulk action "Mark read."

Tip: To mark all highlights in a view as "read" you can temporarily remove the "Group by" setting to bulk select all highlights.

Fixes and improvements

  • Updated Zendesk integration to include conversation threading
  • Updated navigation to highlights
  • Fixed bug with filtering by account tag
  • Added an onboarding guide to home page
  • Improved layout of highlight modal
February 9, 2024

Charts

Charts

We're excited to announce the addition of charts to all Views in all workspaces.

Now you can group, quantify, and visualize data to get unlock instant, actionable insights from your customer feedback. 

Here's what charts can do for you:

  1. Group: Now views can group by view tag, contact, account, and category. This means you can not only explore themes and categorize insights, but organize all insights created by contacts or accounts.
  2. Quantify: Easily toggle between summarizing groups by highlights, submissions, contacts, and accounts. Then decide if you'd like to summarize by Sum or % of View
  3. Visualize: We currently support two chart types, horizontal bar and tree map. Both instantly visualize the value aggregated in view and can be filtered to display all groups or, in the case of large views, the top 10 groups.

How to use charts

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Go to any view
  3. Set a view to "Group by" view tags, contacts, accounts, or category
  4. Toggle views by value, summarize by sum or %
  5. Explore different chart types

Learn more about working with charts in our help docs: Charts

February 2, 2024

Topic Filters

Topic Filters

Filters are the bread and butter of our platform and we're continuing to expand on them with advanced topic filters.

Now you can filter for or filter out any topic from a view. What does this mean?

  • Narrow down on a specific topic. Released a big feature? Now you can monitor mentions of it across support channels. Interested in tracking a topic over time? Now you can monitor mentions of it across all channels.
  • Remove topics from discovery. Let's say you're tracking feature requests across sales discovery calls or customer success calls. Sometimes requests are already satisfied and the rep just needs to explain a concept to the customer. Now you can filter out topics that are already covered in your roadmap. So if you have a view that's discovering new feature requests, you can make sure they're new.

You might be thinking "This is cool, tracking keywords is helpful."

Alas, you forget, this is CustomerIQ - we're pioneering AI in the enterprise. Our topic search doesn't just filter keywords, it filters for highlights semantically similar to phrases you're filtering for. This means that even if your customers use different words to describe the same thing, you'll pick it up in filters.

How to use topic filters

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Go to any view
  3. Select filters > Topic

To filter by a topic

  • Set the topic filter to "Topic IS [type your topic]"

To filter out a topic

  • Set the topic filter to "Topic IS NOT [type your topic]"

Remember: you can be descriptive in your topic filters, they aren't limited to tracking keywords but rather meaning. Experiment with descriptive topics, stack filters, and arrive at your ideal view.

Learn more about tracking topics in our help center: Tracking topics

January 31, 2024

Hubspot Integration

Hubspot Integration

Hubspot has become the sales and operations hub for most businesses (including ours). Sales keeps a record of feedback in notes and won/loss reasons, support teams manage service tickets, and everyone tracks deal values across opportunities.

Now you can connect Hubspot to CustomerIQ and leverage the power of AI to make sense of all of this data. This has massive benefits for organizations using both CustomerIQ and Hubspot:

  1. Product teams can prioritize work based on data in notes and tickets. Is there tech debt we need to prioritize resolving? Feature updates blocking sales? Are there common issues we can solve with UX or optimization? What can we do to reduce tickets in certain categories? All of these questions are now answered in real-time.
  2. Sales teams can understand why you win or lose deals. By analyzing win/loss reasons you can have a constant pulse on why you're losing deals, who you're losing to, and what you can improve to increase revenue.
  3. Tie feedback to value. When you integrate Hubspot we also sync opportunity values with associated accounts. This means you can associate themes in your feedback with value, making impact scoring in prioritization incredibly simple.

Immediately after connecting Hubspot you can build views to understand top feature requests, pain points, billing issues, questions, and more hidden in your Hubspot data.

How to connect Hubspot

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Go to apps & integration
  3. Select Hubspot and authorize
  4. Folders will be automatically created for tickets, closed/won reasons, closed/lost reasons, and notes
  5. Go to Folders, you should see your data begin to process
  6. Go to Views, filter by any Hubspot folder and discover or classify categories of highlights.
January 30, 2024

Zendesk Integration

Zendesk Integration

Customer support tickets are a source of truth for customer issues. Traditionally, product teams manage issues from support reactively. We triage issues as bugs/requests when they get sent from support or CS. It's a manual process, where trends and broader issues are recognized on a hunch rather than data.

Today that changes.

Now you can connect Zendesk to CustomerIQ and gain visibility into trends across all your support tickets in real-time. This has massive benefits for product and service teams:

  1. Product teams can prioritize work based on data you're seeing in support tickets. Is there tech debt we need to prioritize resolving? Are there common issues we can solve with UX or optimization? What can we do to reduce tickets in certain categories?
  2. Support teams can categorize issues for crystal clear reporting. You can use Discover (in a view) to automatically categorize tickets or use classification to sort tickets into pre-defined categories. In both cases it's as simple as clicking a button.

Immediately after connecting Zendesk you can build views to understand top feature requests, pain points, billing issues, questions, and more hidden in your tickets.

How to connect Zendesk

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Go to apps & integration
  3. Select Zendesk and authorize
  4. Go to Folders, you should see your tickets imported and analyzing
  5. Go to Views, filter by Zendesk and discover or classify categories.
December 20, 2023

Gong Integration

Gong Integration

Gong integration

Enterprise product teams are faced with a unique challenge: they serve a specific group of users and buyers. It can be difficult to get ahold of these users and buyers for discovery interviews for many reasons, but one major reason is: these relationships are protected by sales and customer success. And this is fair! Sales/CS are measured by these relationships and don't want to risk product ruffling feathers.

But here's an insight we've learned firsthand: good sales and good CS overlaps with good product discovery. The conversations sales and customer success have are rich with product insights. In the past, these insights are shared in regular meetings between sales, customer success, and product. But this process is flawed for two reasons:

1. The product feedback is victim to a "game of telephone" where the customer's real feedback can be translated into a biased data point, or worse and

2.The nature of scheduled meetings means valuable insights are not delivered to product in a timely manner.

Our Gong integration solves this.

Now, product teams have an AI co-pilot constantly mining call recordings for product and marketing insights. Teams can continuously track themes among pains, feature requests, bug reports, praises, and more. And not just that, at any point you can search for mentions of specific topics and see exactly who said what, when.

This is great for revenue operations too! Where Gong helps analyze and coach on a call-by-call basis, sales leaders now have an aggregate view of performance. They're able to analyze win/loss themes over time and gain a better understanding of exactly why we're winning or losing deals, which competitors are mentioned the most, and where we have gaps in our positioning.

Get started with the new Gong integration today.

December 7, 2023

Updated Models and G2 Integration

Updated Models and G2 Integration

Updated insights model

We've updated our insights model to help filter out noise in your data and capture complete highlights instead of fragments. This means you can upload more data without adding junk to your views.

To see this in action, upload any data to a folder and notice the quality of the insights pulled out by the AI.

Updating clustering (discovery) model

We updated our clustering algorithm to be *much* faster and more thorough. On average grouping 1k insights only takes 5-10 seconds.

To see this in action go to any view and click "Discover." Watch as all your insights automatically move into thematic groups.

G2 integration

You can now add pull G2 reviews into any folder automatically with the G2 integration. Just go to Settings > Apps & Integrations > G2 and add a connection.

Connections are added by getting the G2 ID of any page. Learn more here

Fixes and Improvements

  • Fixed bug with Zapier submissions on empty fields
  • Added Zapier embed experience
  • Added G2 integration
  • Groups now default to minimized
  • Added a connect data step to onboarding
  • Upgraded LLM to GPT4 Turbo
  • Add additional help text to upload modal
  • Added select+all behavior to folder submission tables
November 14, 2023

AI Assistant

AI Assistant

You can now work side-by-side with an AI Assistant trained on the customer feedback and synthesis in your views.

After the AI identifies themes in your feedback, you're left to decide what to do next. Enter the AI Assistant. Now you can get summaries of the view, search specific mentions, and brainstorm with this information to do things like outline projects, craft new messaging, write user stories, and more.

To start using the AI Assistant go to any View and click "assistant."

Embedded Zaps

Now you can setup and access your zaps without leaving CustomerIQ. This makes it much easier to leverage zapier to get your feedback streaming directly to folders.

To access your Zaps go to Settings > Apps and Integrations.

October 6, 2023

Apps and Integrations

Apps and Integrations

Zapier integration

You can now import data from over 5,000 applications via Zapier. CustomerIQ will soon be available as a public action to pair with any Zapier trigger. This means as data is generated in your existing apps it's automatically added to a CustomerIQ Folder of your choice.

Review integrations

We've also added integrations to a number of review sites including: App store, Google play, Capterra, G2, Indeed, and more.

Filter by sentiment

We've added sentiment as a View filter so you can easily discover different themes between negative and positive insights. This makes it much easier to identify areas of improvement (negative sentiment) vs popular benefits (positive sentiment). We'll continue to add new ways to filter data in view so stay tuned.

Fixes and improvements

  • Fixed bug in AI summaries
  • Improved clustering behavior and load state
  • Added new onboarding objects
  • Fixed table checkbox behavior and padding
  • Improved load speeds on folder and view index pages