How customer success teams drive real outcomes with Dovetail

Valuable customer feedback is buried in dozens of different tools—from support tickets to calls—making it impossible to see the bigger picture. A lack of unified intelligence means you only hear about problems after they’ve become major issues.

With Dovetail, this changes.

We just launched Dovetail’s first-of-its-kind AI-native customer intelligence platform that brings together every piece of customer feedback: sales calls, surveys, reports, interviews, support tickets, renewal calls, usability tests, and app reviews, and turns all of it into real-time intelligence that drives action. With a host of new capabilities designed to help every customer success team monitor customer health, reduce churn, secure renewals, and build trust with customers, Dovetail can help your team shift from putting out fires to building strategic partnerships.

How can Dovetail help your customer success team?

Our always-on customer intelligence platform gives you a real-time view of customer sentiment, based on every conversation your organization has had with customers. You can configure notifications that alert you when negative sentiment spikes for a key account or when multiple customers start mentioning the same bug. This allows you to get ahead of the problem, proactively communicate with customers, and turn a potential churn event into a trust-building moment.

How can you set up your customer intelligence platform for success?

Unify your customer voice in one place

Create a single source of truth for all customer feedback in Dovetail.

• Import your calls: Automatically upload and transcribe customer calls from Gong, Google Meet, Zoom, and more, making every conversation searchable and analyzable.

• Bring in your account data: Get a 360-degree view of your customers by syncing critical commercial metadata from Salesforce directly into Dovetail.

• Connect your feedback channels: Link support tickets, survey responses, app reviews, and any other feedback channels to get a comprehensive, real-time view of what customers are saying.

Automate analysis

Our purpose-built AI does the heavy lifting, drastically reducing the time it takes to get from raw data to valuable insights.

• Use Chat: Ask simple questions like, “What are the top three pain points for my book of business this quarter?” or “Summarize feedback related to our new ‘reporting suite’ feature from enterprise accounts.” Chat provides clear, evidence-backed answers instantly.

• Automate VoC reporting: Use AI Docs to automatically generate your weekly or monthly Voice of the Customer report, complete with key themes, highlights from calls, and sentiment trends.

Drive organizational action and deliver better customer outcomes

Make your insights visible and actionable for the entire organization by creating centralized dashboards and automated communication channels. Unlock insights to help build better relationships with your customers.

• Drive better conversations: Get a real-time pulse on customer health for each of your customer groups and help shape your next customer call. Create dashboards that visualize sentiment trends broken down by customer segment, top feature requests by ARR, and pain points by product area.

• Solve issues before they become a real problem: Get a unified view of what customers are saying with Channels. Trigger notifications alerting you when there is a change in customer sentiment, when an upcoming renewal expresses negative feedback, or when a competitor is mentioned in a call or feedback channel.

Reshape your customer relationships

By putting a continuous stream of customer intelligence at your fingertips, you can stop putting out fires and start shaping the future of your product and your customer relationships. With Dovetail, you have the real-time intelligence you need to not just survive market shifts, but to lead through them.

We’ve just released a host of new revolutionary capabilities designed to drive customer-led innovation at scale. Want to see what we’ve launched? Check out our Fall launch blog or watch the Fall Launch keynote for the full deep dive into how the customer intelligence platform works.

Ready to empower your team with the customer intelligence they need to win? Schedule a personalized demo today and see how Dovetail can revolutionize your Customer Success strategy or dive in and get started for free.