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ProductOS

Voice of Customer

Teresa notes for motive

Dec 16 for go/demos

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Dec 13th recording

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Talking points

Demo

Intro

Voice of customer module in productOS ensures that you can make more informed decisions around planning instead of a black hole of information to store customer feedback.

This module connects various stakeholders involved in product feedback, to build trust between your GTM & PDE teams and ultimately your customers. “VOC should be the main driver of product innovation, not a black hole to store customer feedback and never look at it again.” “A VOC process that will make your customers sit up in their chairs and say, “I can’t believe they listened and remembered me.”

Let’s take a look at each stakeholder & how this module will work for them.

Sales engineers flow

Let’s start from the perspective of sales engineering / customer team

They want to submit feedback as easily as possible

Have visibility on feedback to report back to customer

Customer teams live in Salesforce so we want to make sure they can submit feedback from where they are working out of every day.

There are 2 ways we’ve seen teams customize this to fit their process.

Option 1: Create a new salesforce object to capture feedback. This will capture the submitter, account info & also have the conditional logic.

Option 2: Have a Coda embed with a feedback form in Coda

Wherever the feedback is coming from, Coda can combine all the information in 1 table so you can still report off 1 table.

Now what’s great about the form, is doesn’t require the sales team to do extra steps to help with processing since we have Coda AI in the background, tagging the feedback with the product area, or the related feature request (automatically creating an upvote).

Now second part customers team care about, is staying up to date on their feedback.

As soon as a feedback item changes status, they will get an automated email.

Second, there’s tons of reporting you can do off of this information & the customer team can have their own custom dashboard.

Navigate to salesforce opportunity / account

Submit feedback via widget →

show that you can select a dropdown and the form changes BUT all feedback lands in the same form

Get notification via email that the feedback has been changed to on roadmap

Go to dashboard to see:

all requests I submitted

status of all my requests

all my customers + requests

Now for the product operations team managing all the feedback.

It’s important to you all to make sure customers team can submit feedback easily

Need a smooth and easy triage process:

filtered to their product area

AI will have already filled in the related feature request

Have reporting to track:

Track top requests including customer impact

how successful the feedback process including SLAs,

Now finally, let’s see from perspective of product team & how this influences planning

More informed decision making by aggregating feedback by product area, customer, & ARR impact.

When a PM goes into planning they are now equip with a lot more information to make more informed decisions on what to prioritize.

Lastly, and maybe most important your customers! To ensure customers feel heard it’s super important to close the loop.

Show the close the loop flow

So that’s a quick overview of the voice of the customer module.

There are no rows in this table

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Feedback

table includes statuses

has internal notifications

Feature requests

table has statuses

has external notification via customer close the loop

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