Changelog

CustomerIQ users can now generate and share content from meetings to align teams and move deals forward. Here's how:

Let's say you're in a meeting with a prospect, or even a customer, to demo a feature, and they ask, "Can you send me a video of this?"

The reality is there's almost always someone who's not present in that meeting that needs to be made aware of your solution. The faster you can get that person up to speed, the faster your pipeline moves.

Now you can easily share any meeting recording from CustomerIQ, with anyone on the web.

What's more? You'll be notified every time there's a new viewer.

This has many benefits:

1. You can quickly get helpful information into the hands of your prospects, customers, and internal team members
2. You multiply your effort by creating content from meetings that moves deals forward
3. You can use this content to map out who is critical to your accounts. For example, if you see that your prospect has shared your video with a colleague, you know to include that colleague in your process.

How to get started

1. Log in to your CustomerIQ workspace
2. Go to any folder where you've stored a video meeting
3. In the top right corner, click the more actions button, then "Copy link to share"
4. Send the link to anyone

You can always preview what a video looks like by opening the link in a new tab.

More fixes and improvements

• Fixed issue with opening some folder submissions
• Fixed issue where users configuring many CRM fields could not see all elements on page
• Updated meetings on home page to reflect changes to auto-join settings in real time
• Removed task-creation from logged emails
• Improved meeting summary emails to link directly to submissions
• Included stored video in video meeting submissions

Now you can see upcoming meetings, the status of your AI assistant, and a summary of account highlights, all from your home page.

As more sales and customer success teams have adopted CustomerIQ we've seen more requests to clarify the scheduled behavior of the AI assistant.

This makes sense considering CustomerIQ is one of the only AI workspaces built for teams - Many of our customers join calls with multiple team members and wonder whose assistant will join to take notes or if an assistant is scheduled to join at all.

Now, your home page will reflect exactly what will happen in your next meeting. 

To get started:

1. Log in to your CustomerIQ workspace
2. Go to your home page
3. If you haven't already, connect your calendar to activate your AI Meeting Assistant
4. Configure your auto-join settings

Now you'll see which meetings the assistant is set to join.

More fixes and improvements

• Users can manually add the meeting assistant to any meeting by adding a link on the home page
• Updated and improved user onboarding flow
• Fixed issue with new inbox message appearing at bottom of page
• Updated the AI task model for more accurate predictions
• Updated the CRM property suggestion model for more accurate predictions
• Included time in the AI Assistant to better assist with time-based requests like, "Catch me up on our last meeting"
• Fixed issues with call summaries syncing with Hubspot

We've designed CustomerIQ to work where you work - in Slack.

Now, with our Slack integration teams can manage task suggestions, get notifications about which CRM fields were updated, get call summaries, and even push feedback to CustomerIQ for analysis.

How to get setup with the Slack integration

1. Go to settings > My apps > Slack
2. Find Slack and click configure
3. Follow the authentication process 

Then configure Slack notifications

1. Go to Settings > Notifications
2. Select any notification you'd like to receive in Slack

Learn more about connecting CustomerIQ and Slack here.

Now you can automate the data entry of any Hubspot CRM property (soon Salesforce). After each call or email where CustomerIQ identifies a new property value for contacts or accounts, you will be notified and the field will be updated. All automatically.

How it works:

1. Connect you Meeting Assistant
2. Connect Hubspot
3. Configure Properties

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For example, let's say you have a dropdown field for contact persona. Maybe certain persona values trigger a nurturing workflow setup by your marketing team.

Add this persona field as a property to CustomerIQ and the AI Assistant will automatically update it after a relevant call or email, automatically enrolling contacts in the right workflow.

From now on, your CRM will enrich with perfect data without anyone lifting a finger.

Now every user on CustomerIQ has access to our AI Meeting Assistant to record, transcribe, and summarize meetings across:

• Zoom
• Google Meet
• Microsoft Teams

How to setup the Meeting Assistant

1. Go to Settings > My Apps
2. Configure meeting assistant
3. Connect your calendar (Google or Outlook)
4. Set your auto-join settings

Learn more about the Meeting Assistant here.

Today we are launching our new suite of AI tools for sales teams, bringing us one step closer to our vision of providing customer insights to anyone in the company, at any time.

In an average work day, your account executive (or customer success manager) might:

1. Prepare for a demo
2. Give the demo on Zoom
3. Provide the prospect with relevant materials after the meeting
4. Fill out fields in the CRM
5. Track follow up tasks
6. Send feedback to product, marketing, or support about what prospects are saying
7. Prepare for the next meeting

In fact, sales teams spend up to 70% of their time on activities on non-selling activities. It's our goal to help teams expand their capacity so they can focus more on prospects and customers and less on administrative tasks.

Today, we're making all of this 10X more efficient, starting with:

1. AI Meeting Assistant
2. CRM Automation
3. Deal Assistant
4. AI Insights
5. Slack Integration

Want a quick tour? Book a demo today.

We have been using this update internally the last few days, and we're biased, but it's a game-changer.

Now, when you click "Start discovering" in a view you'll find the AI generated tags to be faster, more intuitive, and more accurate.

This is amazing for understanding things like:

• What are the top feature requests among all sales calls in the last 30 days?
• What are the biggest themes in our support tickets?
• What are the most popular questions asked by customers?

If you're curious, here's how it works:

1. Cluster highlights: We've spent a lot of R&D hours developing hyper scalable clustering models to help teams big and small understand their prospects and customers. These models scale from 10s of records to 10s of thousands.
2. Test optimal clusters: What's especially unique about our approach compared to competing products is our algorithm finds the optimal number of clusters in a data set automatically. So depending on your data set you may have 3 themes or 30. CustomerIQ finds the perfect match automatically. 
3. Name clusters: After finding the optimal clusters, CustomerIQ leverages cutting edge LLMs like GPT-4o to name each cluster. What's unique about our approach is we also feed the LLM context gathered about your company, so the cluster names are pertinent and helpful.

Of course, this is all just educations. All of this happens in seconds automatically after you click "Start discovering" from your views.

Get started with CustomerIQ

To get started discovering themes in your product feedback, support tickets, or sales calls:

1. If you haven't already, sign up for a free CustomerIQ workspace here.
2. Connect an integration via native integrations or Zapier. If you connect via Zapier, you will see trends after 1 day of data is created. Native integration will pull the past 30 days.
3. Build a view and click "Start discovering"

Want a quick tour? Book a demo today.

We are excited to announce the release of Trends, a powerful new feature in CustomerIQ that allows you to visualize themes in your highlight views and track how these themes are evolving over time.

With Trends, you can easily identify emerging patterns and shifts in customer feedback, helping you stay ahead of the curve and make informed decisions.

A few ways you can use Trends

1. Sales: Identify trends in popular feature requests and pain points from calls associated with closed/won deals vs closed/lost deals and using those insights to close more deals.
2. Product: Identify changes in support ticket themes to understand how our engineering efforts impact reports.
3. CX: Identify changes in CSAT response themes to track efficacy of new policies.

How to get started with Trends

To access Trends, simply navigate to any Highlight View in your CustomerIQ workspace and switch your chart to "Trend."

1. If you haven't already, sign up for a free CustomerIQ workspace here.
2. Connect an integration via native integrations or Zapier. If you connect via Zapier, you will see trends after 1 day of data is created. Native integration will pull the past 30 days.
3. Build a view and set the chart to "Trend"

Want a quick tour? Book a demo today.

Today is an exciting step toward our mission to turn unstructured data into customer intelligence. Now sales and customer success teams can leverage CustomerIQ to quickly get answers to anything about an account, automate note taking, and dramatically improve the handoff between sales and customer success.

Introducing: Account Intelligence

Imagine this scenario: You have a meeting with a key account in 30 minutes. You need to quickly catch up on the latest notes, feedback, and pain points related to this account to ensure you walk into the meeting fully prepared and ready to deliver your solution.

Before Account Intelligence, this would mean sifting through countless emails, meeting notes, and CRM entries to piece together the necessary information. Now, with CustomerIQ, you can get all the insights you need in an instant. It's as easy as asking the question.

How Account Intelligence Works:

1. Aggregated Insights: CustomerIQ integrates with your CRM and consolidates all the relevant highlights and context from various sources like calls, surveys, tickets, and transcripts related to the account.
2. Instant Access: With a simple search, Account Intelligence provides you with a comprehensive overview of the account, highlighting recent interactions, key feedback, and important updates. You can chat back and forth with the assistant just as you would with a colleague.
3. Build plans in docs: As you uncover insights with the assistant you can quickly add them to docs, crafting proposals, plans, or internal docs to help you win and maintain accounts.

Dramatically improve every handoff between sales and customer success

Let's say you are a sales representative who has just closed a deal with a significant new account. Now, it's time to hand off the account to the customer success (CS) team to ensure a seamless onboarding and implementation. However, ensuring that all critical information about the account is effectively communicated can be challenging and time-consuming.

Before Account Intelligence, this would involve multiple meetings, lengthy email threads, and the risk of important details falling through the cracks (what if you didn't take comprehensive notes?!). Now, with CustomerIQ's Account Intelligence, the handoff process is seamless and efficient.

How Account Intelligence Works:

1. Aggregated Insights: CustomerIQ consolidates all the relevant highlights and context from various sources like calls, surveys, tickets, and transcripts related to the account.
2. Instant Document Creation: With one click, Account Intelligence provides the CS team with a comprehensive overview of the account, including all recent interactions, key feedback, and important objectives the account wants to hit.
3. Enhanced Context: The feature goes beyond just data aggregation by offering contextual insights that help the CS team understand the sentiment and priorities of the account, enabling them to tailor their support effectively.

How to get started with CustomerIQ Account Intelligence

1. If you haven't already, sign up for a free CustomerIQ workspace here: https://app.getcustomeriq.com/auth/signup
2. Book an onboarding call with someone from our team
3. Get key data sources setup
4. Go to any account and click, "Ask AI" to get information on that account
5. Create a new doc associated with the account and add helpful information to it.

Want a quick tour? Book a demo today.

More fixes and improvements

• Added insight and statistics to grouped highlights in views
• Onboarding improvements
• Fixed an error when adding new folders
• Folder auto-selected in add data modal
• Improved UX around changing group/tag names
• Updated formatting for highlight rows to show complete highlight text

"My inbox has basically become the team's deposit box for feature requests and ideas. It's a mess."

We heard this in a recent discovery call with a product leader of a 60-person product organization. So we're making it easier than ever for your team to collect feedback and add it to your workspace.

In today's environment, capturing precise customer feedback directly from the source is a vital yet time-consuming process. Often there's no where for feedback to live, so it gets sent from sales or customer success to various members of the product team.

Whether it's sifting through emails, navigating community discussion pages, or exploring product review sites, collecting valuable insights is critical for improvement and growth. Recognizing this challenge, we are excited to introduce: The CustomerIQ Chrome Extension.

Our Chrome extension is designed to simplify feedback collection from anywhere on the web. Now you can quickly capture highlights from email, reviews, or entire web pages directly into your CustomerIQ workspace. Suited for a wide range of sources including emails, Reddit, Facebook, product pages, and customer review websites, our Chrome extension streamlines the feedback collection process, ensuring that no critical insight goes unnoticed.

How to Get Started

1. Download the Extension: First, download the extension from the Chrome Web Store
2. Create Your Workspace: If you haven't already, sign up for CustomerIQ and set up your workspace. This will be where all your captured insights are stored and organized for review.
3. Capture Feedback: Navigate to any webpage where you wish to capture feedback, such as an email, a community forum, a product page, or a review site. Use your mouse to highlight the text (or select the entire page with Ctrl+A) that you want to capture, then press Ctrl+C (Cmd+C for Mac users) to copy the text.
4. Paste and Submit: Click on the CustomerIQ Chrome Extension icon in your browser toolbar, paste the copied text into the extension window, and submit.

Our powerful AI takes over from here, automatically extracting relevant highlights from your submission for immediate review in your workspace.

By simplifying the process of collecting and organizing web-based feedback, our Chrome Extension empowers businesses to stay closely aligned with customer insights, fostering better decision-making and strategic planning.

We are so excited to unveil our biggest product update yet.

CustomerIQ’s assistant is the most advanced AI copilot for product and marketing teams. It uses state-of-the-art AI models to generate fact-based content from your customer feedback, complete with citations and sources.

Now teams can go from initiative > detailed PRD, help documentation, GTM plan, blog post, and positioning statements in minutes.

When CustomerIQ drafts a PRD it’s complete with specific requirements from real customer feedback. By connecting CustomerIQ to channels like support tickets, CRM notes, call transcripts, or survey responses you’re able to capture specific pain points and requirements to help the assistant draft comprehensive ways to drive revenue and retention and know exactly who to close the loop with.

Here’s more of what the assistant can do:

1. Draft a development-ready PRD
2. Turn feedback into user stories
3. Write help documentation for a new feature
4. Draft a case study for any account
5. Draft a GTM strategy for a new feature
6. Position your solution against a competitor
7. Deliver a win/loss analysis
8. Create a sales one-pager for a customer segment
9. Outline a sales deck
10. Write blog posts based on pain points

All complete with customer citations.

How to get started with the assistant

1. If you haven't already, create a CustomerIQ workspace for free
2. Add feedback for analysis
3. Create a view
4. Select any number of highlights and select the AI button in the action menu
5. Select which content you'd like to produce
6. Add the content to a doc

If you have any questions or want to get 1:1 training, schedule time with our team here.

Fixes and improvements

• Now views run each night to continuously categorize new feedback
• Improved open-ended search and content creation with the assistant
• Added padding to docs
• Updated docs editor
• Links in docs now link to external sources

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

1. If you don't already have a CustomerIQ workspace, sign up free here.
2. Click Add Data: In the global "Add data" action you'll now find a free-form text field. Simply copy/paste your notes here, map to a folder and contact, and submit.

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. 

Bulk actions 

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

• Updated Zendesk integration to include conversation threading
• Updated navigation to highlights
• Fixed bug with filtering by account tag
• Added an onboarding guide to home page
• Improved layout of highlight modal

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:

1. Group: Now views can group by view tag, contact, account, and category. This means you can not only explore themes and categorize insights, but organize all insights created by contacts or accounts.
2. Quantify: Easily toggle between summarizing groups by highlights, submissions, contacts, and accounts. Then decide if you'd like to summarize by Sum or % of View
3. Visualize: We currently support two chart types, horizontal bar and tree map. Both instantly visualize the value aggregated in view and can be filtered to display all groups or, in the case of large views, the top 10 groups.

How to use charts

1. If you don't already have a CustomerIQ workspace, sign up free here.
2. Go to any view
3. Set a view to "Group by" view tags, contacts, accounts, or category
4. Toggle views by value, summarize by sum or %
5. Explore different chart types

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?

• ‍Narrow down on a specific topic. Released a big feature? Now you can monitor mentions of it across support channels. Interested in tracking a topic over time? Now you can monitor mentions of it across all channels.‍
• Remove topics from discovery. Let's say you're tracking feature requests across sales discovery calls or customer success calls. Sometimes requests are already satisfied and the rep just needs to explain a concept to the customer. Now you can filter out topics that are already covered in your roadmap. So if you have a view that's discovering new feature requests, you can make sure they're new.

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

1. If you don't already have a CustomerIQ workspace, sign up free here.
2. Go to any view
3. Select filters > Topic

To filter by a topic

• Set the topic filter to "Topic IS [type your topic]"

To filter out a topic

• Set the topic filter to "Topic IS NOT [type your 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

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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:

1. Product teams can prioritize work based on data in notes and tickets. Is there tech debt we need to prioritize resolving? Feature updates blocking sales? Are there common issues we can solve with UX or optimization? What can we do to reduce tickets in certain categories? All of these questions are now answered in real-time.
2. Sales teams can understand why you win or lose deals. By analyzing win/loss reasons you can have a constant pulse on why you're losing deals, who you're losing to, and what you can improve to increase revenue.
3. Tie feedback to value. When you integrate Hubspot we also sync opportunity values with associated accounts. This means you can associate themes in your feedback with value, making impact scoring in prioritization incredibly simple.

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

1. If you don't already have a CustomerIQ workspace, sign up free here.
2. Go to apps & integration
3. Select Hubspot and authorize
4. Folders will be automatically created for tickets, closed/won reasons, closed/lost reasons, and notes
5. Go to Folders, you should see your data begin to process
6. Go to Views, filter by any Hubspot folder and discover or classify categories of highlights.

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:

1. Product teams can prioritize work based on data you're seeing in support tickets. Is there tech debt we need to prioritize resolving? Are there common issues we can solve with UX or optimization? What can we do to reduce tickets in certain categories?
2. Support teams can categorize issues for crystal clear reporting. You can use Discover (in a view) to automatically categorize tickets or use classification to sort tickets into pre-defined categories. In both cases it's as simple as clicking a button.

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

1. If you don't already have a CustomerIQ workspace, sign up free here.
2. Go to apps & integration
3. Select Zendesk and authorize
4. Go to Folders, you should see your tickets imported and analyzing
5. Go to Views, filter by Zendesk and discover or classify categories.

Gong integration

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.

G2 integration

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

• Fixed bug with Zapier submissions on empty fields
• Added Zapier embed experience
• Added G2 integration
• Groups now default to minimized
• Added a connect data step to onboarding
• Upgraded LLM to GPT4 Turbo
• Add additional help text to upload modal
• Added select+all behavior to folder submission tables

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."

Embedded Zaps

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.

Zapier integration

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.

Review integrations

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

• Fixed bug in AI summaries
• Improved clustering behavior and load state
• Added new onboarding objects
• Fixed table checkbox behavior and padding
• Improved load speeds on folder and view index pages