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 Customer research studies are great for learning about customers but can take time to set up and get outdated quickly.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 data is often out of reach for marketers or product managers. Even with customer support’s help, it can take time and effort to get insights from disparate, unstructured customer feedback.
Viable solves specifically for this challenge. Customer support shouldn’t be the bottleneck to accessing customer feedback data. (They’d like to have their time back too!)
Viable easily plugs into common customer feedback tools to ingest and structure the data for analysis. Other tools do something similar but Viable’s user interface is easy for anyone to use: ask questions and get answers pulled from existing customer feedback data, all in one screen. GPT-3 powers Viable specifically to allow questions and answers in natural language that anyone can understand, with high accuracy.
There’s no intermediary or technical analyst report to interpret. You can ask as many questions as you want in Viable.
Let’s say you want to know what the most frequent feature request is among customers. You’ll use this knowledge to inform your product roadmap and marketing campaigns.
In Viable, you’d type in the question: “What is the most frequent feature request?” It may turn out that you already offer this feature. You’d then want to find out why customers aren’t aware of it.
You could segment the data to find out which customer segments are making this request. You can do this directly in Viable. No need to export data into a separate system for additional tagging or segmenting.
Let’s say you segment the responses by industry and 90% of the requests for this feature come from healthcare clients. You realize this feature is available but not prominently displayed in the healthcare version of your product. And you’ve never actively promoted it.
As a product manager, you can use this finding to highlight the feature more prominently in the product. As a marketer, you’ll know what to promote in your next healthcare marketing campaign.
Figuring out what messaging works in marketing communications can be a crapshoot. That’s why A/B testing is such a popular tactic.
One way to speed up the process is to use Viable to find the messaging that resonates with your most satisfied customers. Just ask “what messaging resonates best with customers?” To get more specific, you can tailor the question by segment, e.g. “what messaging resonates most with frequent shoppers?” or “what messaging resonates most with occasional shoppers?” and so on.
When you don’t have the budget or time to conduct a focus group, Viable is a great alternative to help you develop messaging.
Last Updated: 01/13/21
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. …
3-part framework for tackling customer complaints
Not all customers are alike. Some of them buy frequently and repeatedly. Others consistently choose your highest-margin products. There are also occasional, low-volume purchasers. Some haven’t bought anything yet, but you hope they will. You can maximize the benefits of your customer service …
Now hiring engineers!
Below are job descriptions for two senior engineering roles at Viable. Viable helps make customer feedback actionable. By automating the process of structuring and labeling customer feedback, companies can ask any question in Viable and immediately get useful answers in human language. We started …