Enterpret - Feedback Analytics Platform
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The best way to go from customer support to product strategy
What do you like best about the product?
Customer support is very important to us at InVideo. We reply to all chats within a minute. Enterpret automatically buckets these chats into relevant feature requests, bugs/perf issues, etc. It helps us to take logical prioritization decisions on what to solve. In product management, prioritization is really the key.
What do you dislike about the product?
I sometimes dislike a bit of the interface, it takes some time to get a hang of it. However, the customer success team is great and is super helpful
What problems is the product solving and how is that benefiting you?
Largely helping us take measured decisions on product from customer support
Manager, Support Operations
What do you like best about the product?
Enterpret provided us insight into our support data we didn't have previously. It allowed us to aggregate customer feedback and identify trends, coming from multiple sources/channels (slack, zendesk, NPS etc.) and make it accessible to the wider team to self-serve. These insights are often gated behind zendesk/intercom, making it hard for Product or Engineering teams to access. Enterpret help to break down these silos so the product builders can dig into feedback on their own.
What do you dislike about the product?
The product's UI is still evolving so there can be a slight learning curve but the team behind the product are wonderful and super receptive to feedback.
What problems is the product solving and how is that benefiting you?
- Democratizing access to customer insights
- Streamlining feedback from multiple channels into one place
- Streamlining feedback from multiple channels into one place
Automates CS feedback
What do you like best about the product?
An evergreen problem we have is understanding what problems our customers face on a daily basis. Most of this knowledge is in CS but they typically don't have the time to aggregate their learnings to share with the product team. When they do, it's often not granular enough as their tags are high elvel. Enterpret breaks down this wall. We're able to see what issues our customers have and dive into them in as much detail as we want. In particular, we're able to see when issues spike or find trends that feed our product development.
What do you dislike about the product?
Our customer service gets a lot of spam - probably more than the average company. Enterpret catches some of it but not all of it so sometimes we find junk as we're going through customer issues.
What problems is the product solving and how is that benefiting you?
Entrerpret helps us understand our customers better, leading to changes in our product that make it easier to use. We can also catch bugs quicker, understand their impact, and resolve them faster.
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