What questions should you ask in Viable?

Questions that lead to customer insights


What questions should you ask in Viable?


Customer experience: Questions that surface urgent customer issues 


Customer experience: Questions that reveal what’s working well for customers


Product roadmap: Questions that help validate your product ideas


Operations: Questions that surface distribution, logistics, or fulfillment insights

Questions that lead to customer insights

Viable lets you ask questions about how your customers experience your product. Our AI will quickly sort through all the customer feedback we’ve ingested and categorized for you, and instantly write an answer in human language based on the data.

Simply type in a question and start seeing answers.


What questions should you ask in Viable?

There’s a lot of great insight waiting to be discovered in the qualitative data from your customers. 

There are different types of datasets:

Surveys – detailed feedback around what customers like and dislike; feature requests

Reviews – user experience with your product about what’s delightful or frustrating

Helpdesk tickets – often short requests related to user accounts and usage issues

Social media (e.g. tweets) – depending on how your company uses these channels, the type of feedback varies. For instance, it could be similar to helpdesk tickets if used for customer support.

The quality of answers will depend on the type of data ingested. If you’ve got a lot of free-text survey responses (from NPS or CSAT surveys, for example), you will be able to ask certain types of questions such as, “what features should we build next?” and get strong answers. 

If the primary data set is support tickets, questions like “what issues are customers having with their accounts?” will be more appropriate. Customers are more likely to submit requests for immediate help with their accounts and less likely to provide product or feature suggestions via helpdesk apps.

Keeping this in mind, below are some sample questions to ask in Viable.

See additional tips on how to iterate your questions to get higher quality answers.


Customer experience: Questions that surface urgent customer issues 

What do our customers find frustrating about our product?
What do our customers find frustrating about [feature x]?
Why do customers cancel their subscription?
What issues are users having activating codes/coupons/gifts/promotions/etc?
What’s frustrating to users about billing?
Why do customers think our marketing is misleading/problematic?
How can we improve [feature x]?
Why are users upset with [feature/functionality x]?
What are the most common disputes? (E.g. for credit card or marketplace products)


Customer experience: Questions that reveal what’s working well for customers

What do customers like about our product?
What do customers like about [feature x]?
What makes our customers happy?
What’s our customers’ favorite gift/promotion/reward[action]?
What content is most helpful for our customers? 
What are the top 5 reasons customers use us?


Product roadmap: Questions that help validate your product ideas

How do we convert new users into long term users?
How can we improve [x feature]?
What feature should we build next?
What kind of user would get the most benefit from our product?
What would make customers use [product x] more?
What do users like about our product?
What attracted users to [product x]?
Why don’t customers purchase [product y]?
What integrations do users want next?


Operations: Questions that surface distribution, logistics, or fulfillment insights

What do customers like about our Salesforce/CRM integration?
What do customers like about our order fulfillment?
What do customers think about our delivery options?
How do users feel about the check-in experience?
What causes drivers/delivery persons to be delayed?
What makes the best driver/delivery person/customer support agent/etc?
Why are drivers/delivery persons/brand ambassadors/etc performing poorly?
What do our drivers/delivery persons/brand ambassadors/etc love most?
How can we improve our app for drivers/delivery persons/brand ambassadors/etc?
Why do customers cancel orders?
What’s confusing about payout?
What do customers think about our cleanliness?


Got interesting questions you'd like to ask of your customer experience data? Let us know! Twitter, LinkedIn or support@viable.fit.


Viable Team

Viable Team

Staff

Last Updated: 02/20/21

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