Summary
There are loads of bridges built between organizations and their customers, pathways that help them connect. For some reason, the bridge that’s always open but oft-forgotten is the bridge that support has built. Dovetail’s User Experience Researcher, Anna Nguyen, and Inbound Customer Specialist, Emily Brogan are here to tell you how support and research can join forces to holistically represent the voice of the customer. Join us to learn about: The powerful relationship between support and user research Dovetail’s definition of the voice of the customer The process of gathering high volume feedback to generate succinct insights The impact of the voice of the customer at Dovetail How different teams can use the voice of the customer
Key Insights
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Collaboration between customer support and UX research is vital for understanding customer feedback.
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Establishing a unified definition of the voice of the customer enhances the context for all teams involved.
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Using company tools for collecting and reporting feedback can increase engagement and streamline processes.
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Visual storytelling in feedback reports can make insights more relatable and easier to digest.
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Regularly engage with teams to ensure the voice of the customer keeps evolving and remains relevant to business goals.
Notable Quotes
"We think it's really important that we work together."
"At first, it was actually a really manual process."
"We realized we need to capture this feedback."
"We wanted to create a holistic voice of the customer."
"One of our ultimate goals is to ensure the team finds our stories useful."
"Engagement from our customers really drives our innovations."
"The voice of the customer is a collaborative process."
"We would love everyone to be involved."
"Our process needs to be flexible and adaptable to everything that's occurring around us."
"It is going to take a village to make our voice of the customer impactful."
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