Updates and improvements to CustomerIQ
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:
Now you'll see which meetings the assistant is set to join.
More fixes and improvements
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
Then configure Slack notifications
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:
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:
How to setup the Meeting Assistant
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:
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:
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:
If you're curious, here's how it works:
Of course, this is all just educations. All of this happens in seconds automatically after you click "Start discovering" from your views.
To get started discovering themes in your product feedback, support tickets, or sales calls:
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.
To access Trends, simply navigate to any Highlight View in your CustomerIQ workspace and switch your 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.
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.
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.
Want a quick tour? Book a demo today.
"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
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:
All complete with customer citations.
How to get started with the assistant
If you have any questions or want to get 1:1 training, schedule time with our team here.
Fixes and improvements
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
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
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:
How to use charts
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?
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
To filter by a topic
To filter out a 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
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:
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
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:
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
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
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."
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