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Data-driven insights are essential to making smarter, faster decisions. That’s why we sat down with Abbie Kouzmanoff, Product Lead, and George Dilthey, Head of Support at Clay, to explore how their team uses Unwrap’s customer intelligence platform to guide both product and support strategies.
Together, they share how customer understanding has become the bridge between innovative development and exceptional user experiences. Their conversation offers a look at how customer intelligence can align teams, sharpen focus, and transform feedback into meaningful action.
Watch the full video or read the transcript below.
Clay & Unwrap: In their own words
Abbie Kouzmanoff: We actually open up Unwrap for the product that we're meeting on a weekly basis and look at the issues together. And I think that's just a nice ritual to get people thinking about the customer and kind of bringing that into the decisions that we're making.
Clay has been growing really quickly, and I think in the last several months we sort of reached this point where you couldn't read every single piece of feedback that was coming in about the product.
George Dilthey: We now have 20 or so people on the team, and it might be the case that one person sees something and someone else sees the same thing, but being able to sort of tell that story together became very difficult.
Kouzmanoff: With Unwrap we were able to actually now feel like we're reading every single piece of feedback because we're getting those insights aggregated to us and synthesized.
Dilthey: We have a lot of tickets that are being deflected with AI and those just we weren't seeing at all. And so I think having this one place where all of that feedback is coming through at the same time in one place was just extremely helpful.
Kouzmanoff: Even our engineering team is on it [Unwrap] now, and so that's giving them a lot more insight into understanding what customers are seeing and hearing from them directly.
Dilthey: Before Unwrap, we weren't really doing that in a way that was as helpful as it could be. We were sort of throwing stuff into Slack channels and it was a little bit scattered and we didn't really have good data across how many people were asking about this.
Kouzmanoff: If an engineer was asking me, Hey, should we work on this feature on the search product? Now I can actually go into Unwrap, and ask Unwrap basically, how big of a problem is this? Whereas before it took a lot of the asking different people on the support team for their perspective, which just took a lot more time out of a pretty lean product team schedule. That's been a huge help for us.
