Sharing some key takeaways from the session.

Product and Marketing managers understand the value and the power of the voice of the customer but the challenge they often face is that they don't have the time to be a part of all these customer conversations. Copilot (formerly Wingman) helps you bridge that gap by ensuring you stay on top of conversations that you really are interested in. 

Listing down a few ways in which these teams leverage Copilot (formerly Wingman) in their day to day.

1. Get product feedback in real-time

• Use the transcript contains filters to look for any mentions of “product feedback” or mentions of “in our roadmap”

• Create manual tags that revolve around calls that contain interesting product feedback, mention of user bugs and challenges with the product. Leverage these tags later to easily filter for calls

• Easily identify calls where people had tagged you via comments

• Use the saved filter alerts for all the above workflows and proactively get notified about calls that need your attention via Slack and email

2. Speak your customer’s language

• Leverage custom topics/trackers within Copilot (formerly Wingman) to inform Copilot (formerly Wingman) about the areas you’d like to focus on in your customer conversations. Copilot (formerly Wingman) would tag keywords/phrases that revolve around those custom topics and surface them in the UI. Example: Creating a topic that revolves around mentions like “the challenges that we experience today are….” or “my major pain points today are…”.

• Use the filters in the call library page to further segment the calls based on these topics and then double click on calls that you are interested in to easily review these topics under the topic highlights along with the relevant timestamps

• Every time you find interesting calls/snippets, leverage the Gametapes capability in the product to create a library of calls snippets and then arrange them in the folders of your choice

3. Know your competition 

• Create a  topic around your competitors  by keying in all your competitor names as exact matches. 

• Utilize the Competitor dashboard to learn more about the competitors that are showing up more frequently in your customer conversations

• Leverage the filters to further analyze your competitors and then spend time listening into the voice of your customers. Listen, review and then act up on those learnings.

Hope this is helpful. 

Please feel free to reach out to us if you have any questions.