Updates and improvements to CustomerIQ
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
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.
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
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:
How to use charts
Learn more about working with charts in our help docs: Charts
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?
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
To filter by a topic
To filter out a 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
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:
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
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:
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
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.
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.
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
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."
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.
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.
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