Overview
Dovetail is the AI-native customer intelligence platform that helps organizations automate data aggregation, discover insights, and drive customer-centric decisions in one place. With Dovetail, organizations can assemble customer data in one place, analyze qualitative data at scale, and act on important findings with stakeholders.Why use Dovetail?
Most organizations now have many tools for talking to customers. The harder part is listening to what customers say and making sense of it. Customer feedback is typically fragmented across diverse teams and systems, making rapid, meaningful analysis difficult. This often results in internal misalignment, redundant work, and decisions driven by gut feelings. Dovetail addresses these challenges. Our AI-native customer intelligence platform centralizes and analyzes customer feedback with the speed your business requires, then puts Agents to work turning that intelligence into automated reporting and action. This enables your teams to quickly uncover insights, effectively prioritize roadmaps, ensure compliance, and confidently make customer-driven decisions every day.What can I use Dovetail for?
With Dovetail, you have the power to:- Centralize customer feedback from research projects, support tickets, sales calls, surveys, and 30+ integrations in one place.
- Uncover patterns in data with advanced analysis features in both Projects and Channels.
- Ask questions and get cited answers across your whole workspace with Chat, instead of digging through dashboards.
- Automate recurring work — monitoring, reporting, and alerting — with Agents, and pressure-test ideas against a Digital Twin built from real customer data.
- Run a single voice-of-customer program that gives every team, from product to CX, the same picture of what customers are saying.
- Ensure compliant data storage and processing.
How do other organizations use Dovetail?
Organizations like Canva, Okta, Breville, Atlassian, and Harvard Business Publishing leverage Dovetail to solve common challenges.Where does Projects fit in my workflow?
Projects are designed to fit into a researcher, designer, or product manager’s existing workflow after conducting a round of customer calls, usability tests, or a survey.Centralizing raw customer data
- High-density data like customer interviews, usability tests, industry reports, and sales calls can all be brought into a project and contribute to richer research output.
- Dovetail integrates with tools like Google Drive, OneDrive, Zoom, and Zapier, so you can bring customer data into projects from the tools you already use.
- Automatically import video recordings using calendar sync integrations with Google Calendar or Outlook Calendar to remove manual burden.
Making sense of themes in your data
- Raw video or audio files are automatically transcribed and summarized by AI to break down long customer interviews or calls into actionable takeaways instantly.
- For deep data analysis, key moments can be analyzed and broken down into single quotes in a project.
- Single quotes highlighted in transcripts create short video or audio clips, removing time-consuming editing software and processes.
Synthesizing and summarizing findings
- You can create a summary of your findings from your synthesis or have AI take the first pass, which can be created directly into a report within Dovetail.
- This report can contain a video or audio reel of short clips as a compelling way to bring your customer’s voice to the forefront of your findings, connect recommendations to evidence, and gain trust and buy-in from your stakeholders.
- For deeper analysis, data can be regrouped into themes on a canvas view, powered by AI. This is a whiteboard where you can collaborate with your team to map your single points, similar to Miro, or using Post-it notes.
Sharing and presenting your findings
- Outputs of customer research can be created, shared and presented to stakeholders directly from Dovetail to balance data ethics and responsible management of PII.
- If your organization uses tools like Slack, Teams, Notion, or Productboard, you can use our integrations to share assets in tools that your stakeholders already work within.
- Enable stakeholders to query, chat with, and self-serve customer knowledge with chat in Dovetail and Slack and Teams with our enhanced integrations.
Where does Channels fit in my workflow?
Channels are designed to fit into a designer’s or product manager’s existing workflow when looking to gather insights from high-volume feedback quickly and efficiently to build their product roadmap.Centralizing raw customer data
- High-volume, low density feedback data like support tickets, NPS scores, in-app reviews, and app store reviews can all be synced into a purpose-built channel for that data type.
- Workspace admins connect tools like Zendesk, Intercom, and Zapier to Dovetail as sources, and you add data from those sources to each channel. See Integrations for every tool you can connect this way. For data from any other app, you can upload a CSV to a channel.
Identifying ideas in your data
- Channels 2.0 groups the data points in a channel into ranked ideas, each backed by the evidence behind it. Ideas are ranked by how often something comes up, how many accounts are affected, and how much ARR sits behind it.
- To focus a channel on a product, initiative, or area of accountability, set its channel context: focus areas and linked workspace docs that guide how Dovetail’s AI analyzes the channel’s feedback.
- Channels created before 2.0 group data into themes and topics instead.
Driving action from findings
- See which ideas rank highest, open one to read its evidence, and add it to a doc so your team works from the same findings.
- Enable stakeholders to query, chat with, and self-serve customer knowledge with chat in Dovetail and Slack and Teams with our enhanced integrations.
Where do Agents and Digital Twins fit in my workflow?
Once your customer data is centralized in Projects and Channels, Agents turn that intelligence into automated action instead of one-off analysis.Automating recurring work
- Configure an Agent to watch a folder, project, or channel and act on a schedule, a webhook, or an event inside Dovetail — no manual check-ins required.
- Agents can generate and send reports, flag emerging issues, and escalate customer risk directly to Slack, Microsoft Teams, or email.
- Every output stays traceable back to the source data, so automated reports are as trustworthy as a manually written one.
Talking to your customers on demand
- A Digital Twin is an AI built only from what a specific customer, segment, or persona has actually said across your interviews, calls, tickets, and surveys.
- Pull one into a meeting to pressure-test a new feature idea, rehearse an objection, or sanity-check messaging — every answer is traceable back to the real conversation it came from.
How do I get started with Dovetail?
- Create a new workspace at dovetail.com/signup
- Join our Dovetail community to share your knowledge, ask questions, and learn how people use Dovetail to improve their customer intelligence at organizations worldwide.
- Explore our customer stories to learn how other organizations are getting value from Dovetail.