How to analyze customer calls in Dovetail

Imagine you've just finished a series of customer calls. You’ve captured gold. Hours of rich customer feedback that your team can now use to help drive better decision-making across the entire organization. But how do you transform these conversations into meaningful insights that can truly inform more customer-centric decisions? When it comes to analysis, the devil is in the details.

Customer analysis is like panning for gold—the valuable nuggets are there, but they're mixed with a torrent of sand and silt. You need a way to sift through the flow, isolating those precious pieces that will truly provide value. You can meticulously scour the river bed—one swirl of the pan at a time. When time is limited though, this can be a challenge.

We built Dovetail specifically to help teams overcome this challenge—to go from overwhelming feedback to insights, fast. Dovetail trawls through your rivers of customer feedback looking for nuggets of gold—insights. It highlights them for you, helping you to quickly get the key moments you need, share them effortlessly with your team and unify everyone around a clear understanding of customer needs. 

Whether you're seeking to enhance product usability, discover actionable insights, or drive stakeholder alignment, Dovetail can help you go from overwhelming feedback to sharp focus in no time. Here’s our guide for analyzing customer calls in Dovetail.

Set your level of automation

One of the unique aspects of using Dovetail for analyzing customer calls is its flexibility in setting the level of AI involvement. Here at Dovetail, we're big believers in human-in-the-loop. That’s why we’ve built the capability for you to have total control over how much automation is applied to your workflow. Through the magic automation dialogue box, you can customize the AI features to suit your preferences and needs. For instance, in suggest mode and on mode, you have the freedom to accept or reject AI suggestions, ensuring the process aligns with your own analysis style.

Sync your calendar

With Dovetail’s calendar integration, you can have all of your calls uploaded automatically into Dovetail. Avoid the manual effort of uploading videos after each call. Instead, focus immediately on extracting and analyzing insights. 

Transcribe and summarize

Once you upload a call, Dovetail automatically transcribes the audio and generates a summary of the entire interview. This feature is incredibly beneficial for quickly capturing the essence of discussions, enabling you to focus on the key moments. But the real magic happens when Dovetail pinpoints significant insights, saving you from sifting through the entire transcription.

Highlight key moments

Highlights allow you to elevate key moments in your data. You can use magic highlight to have highlights suggested automatically or you can manually apply them yourself. When on mode or suggest mode is on, Dovetail lets you accept, reject, or tag highlights to further categorize the insights. Although tagging isn't mandatory, it serves as an effective organizational tool, helping in the categorization and retrieval of data. Tags also work as prompts in Dovetail, so if you define the themes that you're looking for as your tags, that's going to help magic highlight suggest better themes for you and what you're looking for.

Streamline team collaboration and drive alignment

Once you're satisfied with the highlights, Dovetail enables you to view highlight-only versions of calls, distilling lengthy interviews into concentrated insights. This feature simplifies the process for team members, as they can consume critical elements without reviewing full-length videos or digging through notes. You can share individual highlights or highlights only versions of your customer calls. Sharing these condensed versions with your team can significantly aid in driving alignment and validating your decisions with real customer input.

By leveraging Dovetail to analyze your customer calls and extract insights, you facilitate a culture of customer-centricity in your organization. Stakeholders can directly view the key moments that inform decisions, promoting a shared understanding of customer needs and priorities.

Through the use of Dovetail, you can ensure that your customer calls are not just recordings stored away, but rich sources of actionable insights, driving your product strategy forward. Get Dovetail today.