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How to analyze survey data - part 2

As much as you’d like to read every survey response, the reality is that you likely don’t have the time. Let’s say you actually have time to read every customer survey response. Do you have time to tag each one by topic, do sentiment analysis, and segment them across customer traits in a neatly organized spreadsheet? Probably not. This is out of reach for most people. Especially when hundreds or …

Viable Team

Viable Team

Staff

How to analyze survey data - part 1

Feedback loops—what your customers think, feel, or do as they interact with your product—are critical to product development and business growth. Analyzing data from customer surveys requires getting organized. With a few tips, you can make survey analysis smooth to save time so you can build …

Viable Team

Viable Team

Staff

How companies analyze customer feedback

A sample of ~800 questions asked in Viable by more than 60 companies told us what companies most want to know from their customers. Based on the types of questions asked, companies are most interested in knowing how to improve their products. They also value prioritized lists and summaries of what …

Viable Team

Viable Team

Staff

Jeff Erickson, Chief product officer and co-founder of Viable

Introduce yourself I’m Jeff Erickson. I’m the chief product officer at Viable and also the co-founder. Where are you based? I’m based in Napa, California. How are you and Dan (the CEO of Viable) related? We’re actually identical twins. Interesting story about this: we didn’t know we were identical …

Viable Team

Viable Team

Staff

Shorten feedback loops with immediate insights from customer feedback

Customer-centric companies want to shorten feedback loops as product release cycles get shorter and shorter. How can businesses get insights from qualitative customer feedback to inform product development cycles?  As software-as-a-service and direct-to-consumer business models have emerged …

Viable Team

Viable Team

Staff

Five ways to build a voice of the customer mentality

Your customers are talking to you. How do you get your entire organization to listen? To adopt a voice of the customer approach, you’ll need to create a company culture in which everyone sees themselves as customer champions.  A customer-first culture is the foundation that brings functional …

Viable Team

Viable Team

Staff

Dan Erickson, CEO and co-founder of Viable

Introduce yourself I’m Dan, CEO and co-founder of Viable, an analytics tool for getting immediate insights out of customer feedback. Where did you grow up and where do you live now? I grew up in Portland, Oregon and now live in Oakland, California. I’ve been in the Bay Area for the last 10 years. …

Viable Team

Viable Team

Staff

Your waitlist, onboarding, and free trial are perfect for doing user research

Sales and marketing teams are great at doing user research with future customers. Sales teams use online forms to see if there's a good fit while marketers use demographics and feedback to create better messaging.  What about startups without sales or marketing teams? As a startup, aim to take …

Viable Team

Viable Team

Staff

How Viable works: productizing GPT-3 and in-house systems for automated text analysis

Viable is designed to address the problem of too much qualitative feedback and not enough time to read through it all. To this end, we built a system that aggregates and organizes text based customer feedback to answer human questions with human-like responses generated by GPT-3. Below we explain …

Viable Team

Viable Team

Staff

How support requests and product feedback work together

Your customers share their feedback with you via surveys, support requests, chatbot interactions, social media engagement, and product reviews. You want to find insights hidden in these rich datasets so you can improve your product. You'll be more effective at applying the right user or customer …

Viable Team

Viable Team

Staff

Why we built Viable

My cofounder and I have been building products for the better part of 15 years now. From starting a consulting agency at the age of 18, to helping early stage startups build and launch their first products, to jumping aboard fast-growing rocket ships and taking them to an exit, we've seen our fair …

Daniel Erickson

Daniel Erickson

CEO

4 ways product managers can use qualitative data in customer feedback

As a product manager, you aim to be data driven in your product decisions and you want customer insights to inform your strategy. When converted to data, it turns out qualitative customer feedback can help you excel at your job—by providing valuable insight for product discovery, product strategy, …

Viable Team

Viable Team

Staff

A starter guide for customer insights analysis

What do customers love—and hate—about your products? Where are they most likely to give up during the ordering process? How does the product they receive compare with the one they imagine when they order from you?  No matter what business you’re in, you likely ask these questions every day. …

Viable Team

Viable Team

Staff

3-part framework for tackling customer complaints

The quality of your customer experience can make or break your company. Today nearly three-quarters of U.S. consumers say they consider customer experience when deciding what to purchase—and more than half of them will walk away entirely from companies that disappoint them several times in a row, …

Viable Team

Viable Team

Staff

How advanced language models will help us be more customer-centric

Qualitative data adds rich context to any decision-making process, in ways that quantitative data cannot. But first it has to be structured for analysis—a time-consuming task that keeps businesses from being more customer-centric. The good news is that powerful new language models are emerging that …

Viable Team

Viable Team

Staff

How sales and customer success teams use Viable

Closing deals is much easier when you know what current customers value most. Your current customers’ positive experiences are strong proof points that help prospects better understand your value proposition.  But getting applicable examples for every pitch takes a lot of time and manual …

Viable Team

Viable Team

Staff

How Product managers and marketers use Viable

Product managers and marketers do their best work when they understand customers well. Customer research studies are great for learning about customers but can take time to set up and get outdated quickly. There’s a lot to be learned from customer feedback, which is real-time and abundant. But such …

Viable Team

Viable Team

Staff

How customer support teams use Viable

Customer support teams are frequently asked by their colleagues to answer all kinds of questions about customers. The questions can get very specific and require digging into support ticket data, sometimes hundreds or thousands of tickets across multiple support channels. It’s inefficient and slow. …

Viable Team

Viable Team

Staff

Introducing Viable

You've got a lot of customer feedback living in your support tickets from apps like Zendesk and Intercom. Someone at your company spends hours making sense of that data and reporting those insights to management, product , marketing , sales , and operations teams. We spent the last year at Viable …

Daniel Erickson

Daniel Erickson

CEO