What is a customer intelligence platform?
Understanding your customers is a critical part of good product design and development. But as organizations scale, the people who work there become disconnected from the people they serve. Data overload, silos, and rigid practices mean staying close to your customer is harder than it should be. Dovetail is the AI-first customer intelligence platform that helps teams automate data aggregation, discover insights, and drive customer-centric decisions, in a single place. It is a central source of truth that organizations can rely on to ensure they understand their customers at scale. With Dovetail, any team member can access the latest findings to guide their decisions across even the largest of organizations. This includes:- UX researchers who analyze user behavior and preferences.
- Product designers who gather evidence to create user-centric designs.
- Product managers who prioritize opportunities and oversee the development process.
- Product leaders who guide strategic decision-making.
Becoming familiar with Dovetail
With Dovetail, everyone can discover insights to avoid wasting time duplicating customer insights that already exist. In the workspace, there are three key areas of Dovetail where you can find customer data – Home, Search, and Browse.Home
Home is a shared team space where you can view recent projects and discover new insights created across the workspace. Enterprise workspaces commonly customize home to include important notices, ways of working in Dovetail, and curate live feeds so anyone can explore the latest feedback and quotes from customers.Search
The key to a successful intelligence platform is being able to seamlessly search and retrieve insights across teams. Keyword search is the most common form of search engine that you may have used in tools like Google Drive or OneDrive. You can use search to surface specific interviews, research reports, and other documentation in the workspace.
Chat (beta)
Alongside the traditional keyword search, Dovetail’s chat feature allows anyone to query data in a conversational interface, powered by the latest version of Claude. With chat, anyone is empowered to access important customer knowledge. Here are just a few ways you can use it.
Browse
Browse is where you will find your organization’s Projects and Channels. These are where data is organized for teams analyzing data in Dovetail. What are projects?- Where everyday users of Dovetail conduct in-depth analysis of qualitative data like customer interviews, usability tests, surveys, and sales calls.
- Typically, managers and contributors will use projects to organize related data, and break down important moments or quotes into highlights.
- For casual Dovetail users, it’s unlikely that you’ll need to dive deep into the workings of the process of projects, however, most of what you’ll see in search will come originally from projects.
- Where anyone can continuously track themes in always-on, high volume data sets. They are typically set up by managers and contributors to automatically make sense of support tickets, product reviews, NPS, or churn responses.
- As a viewer, you may want to view channels to keep on a finger of the pulse of customer feedback through a birds-eye view. You will also be able to subscribe to notifications and surface relevant themes from Channels through search.
