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Understanding what customers truly care about can be a challenge, especially when there are tens of thousands of voices to listen to. In this video, Greg Dutson, Voice of the Customer Manager at Procore, shares how his team uses Unwrap to analyze and act on customer insights at scale.
Watch the full video or read the transcript below.
Procore & Unwrap: In Greg's own words
Greg Dutson: What I use Unwrap for is to look at tens of thousands of pieces of feedback from our customers, something that used to take us months to be able to do, even just a thousand, I can look at everything pretty instantly and be able to tell what our customers are saying to drive business results and improve customer experiences.
The biggest way that it [Unwrap] helps us automate is find new insights that we never would've known existed. So really understanding what our customers are talking about at scale.
Just like every other technology company, we're really investing a lot in figuring out how to use AI right now. Unwrap is one of these things that our executives are looking at and saying, "Hey, how can we best optimize this?" So it gets a lot of eyes from our executive organization.
We recently had an issue, well, we thought we had an issue with product quality. When I was digging more into that, Unwrap helped me find out that it was actually issues that we built a product that maybe some people weren't using in the right way or that we needed to make little changes to.
So it was less of about bugs and defects, more about changing the product itself to make it work more as intended for the customer. It helps me not have to focus on doing something for the entire organization all the time and helps people be able to bring value to their products and processes a lot quicker.
