What if you could get proactive alerts about changes in customer sentiment?
In our latest series, we're bringing our customer intelligence platform to life through true-to-life short stories across product management, design, customer experience, and operations. While the content of these stories may be fictionalized, the platform that makes them possible becomes a reality on October 8, 2025. Join the waitlist to be the first in the know.
For Chloe, the Customer Success Lead for the APAC region at Cloudforce, a leading enterprise software company, a key part of her role is to keep a pulse on the health of her enterprise customers. But with thousands of customers in her book, manually monitoring their satisfaction is impossible. She used to be a reactive firefighter, constantly hearing about customer problems only after they had become major issues. Her boss would be on her case, asking why users were complaining about a specific bug or feature. Valuable customer feedback was buried in dozens of different tools and channels across teams and departments, and so she was often left sifting through mountains of spreadsheets and unreliable dashboards trying to understand the heart of these problems, and then packaging everything up to share with the product team to push them to prioritize crucial fixes.
Her solution? Dovetail, the always-on customer intelligence platform. It automatically centralizes every customer interaction and transforms it into actionable, real-time insights.
Chloe sets up an automatic weekly Channels digest for her team to stay updated on customer sentiment. She sees there has been a huge drop in the Net Promoter Score. Luckily, this proactive notification helps her react before it's too late. She immediately opens her customizable dashboards to visualize the real-time insights and sees that the NPS drop is concentrated in the APAC region.
Clicking into the data, she is linked to a channel with feedback from tens of thousands of support tickets. The top theme is crystal clear: “Hard to export data”. To dig deeper, she uses Dovetail's Chat feature.
“What are people saying about export issues?” she asks. “When did this start?” “Who's saying it?”
Chat confirms that the issue is primarily affecting enterprise users in the healthcare industry and provides specific quotes from Intercom tickets. She can see a few miffed customers are even threatening to churn over the difficulty of exporting their data.
Chat then presents an option to “Create Doc from this conversation”. Once she clicks it, Dovetail's AI Docs feature instantly creates a rich, evidence-backed report, complete with linked themes and direct links to the relevant customer quotes. Chloe attaches the document to a Linear ticket and alerts the product team to the significant revenue risk if they don't prioritize fixing the export flows.
Thanks to Dovetail, Chloe has transformed from a reactive firefighter to a proactive guardian of her company's most valuable customer relationships. She no longer has to rely on intuition or risk making a costly mistake. Instead, she has high-quality, accurate, and real-time customer intelligence that's accessible to everyone.
On October 8, 2025, we’ll be unveiling a host of new revolutionary capabilities designed to drive customer-led innovation at scale with Dovetail’s first-of-its-kind customer intelligence platform. Don't miss the moment. Join the waitlist to be the first in the know and get exclusive access.
