What if you could automatically create your monthly voice of customer reports and deliver them directly to where your team works?
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 David, a customer support lead at Acme Industrial Manufacturing, the first Monday of every month used to be a day he dreaded more than a visit from the company’s “motivational” mascot, Marty the Mallet.
The task was always the same: compile and report on the previous month’s support performance to the entire company. Sure, he has instant access to high-level metrics from Intercom (such as CSAT scores, resolution rates, and more), but David knows that everyone’s eyes glaze over when presented with more lifeless numbers. This is a key moment for him to build customer empathy with his stakeholders, and to showcase how his team is critical in influencing product strategies. To accomplish this, he needs to bring the voice of the customer to life. And this meant diving into massive, soul-crushing spreadsheets, manually sifting through countless support tickets to identify key themes—a tedious process of trying to summarize qualitative feedback from thousands of customer interactions. He’d sometimes spend hours, even days, painstakingly building a report that felt more like a chore than a valuable contribution. But most of the time he would just give up (because who has the time when you’re drowning in new support tickets?), and share a report that often ended up being a dry presentation of numbers that lacked real, human context.
But things have changed since his team started using Dovetail. Now, the first Monday of the month is a breeze.
Instead of a mountain of spreadsheets, David’s first Monday begins with an AI-generated report, created by a bespoke agent pulling from all the relevant feedback in Acme’s customer intelligence platform and delivering it directly to his team’s Slack channel. He can immediately see the team’s CSAT score, a crucial metric that is visualized right alongside other business metrics on a customized dashboard. He can also see how the score has changed from the previous month, giving him an instant snapshot of his team’s performance. The report highlights the top themes emerging from every support tickets, and he can easily compare these themes to the previous month to spot new trends or persistent issues.
What David loves most is that the report isn’t just a list of numbers; it’s an actual story. Dovetail provides a summary of the data points contributing to each theme and includes real customer quotes to provide context and build empathy. This instant, AI-powered analysis eliminates the need for manual work and allows David’s team to quickly turn customer data into actionable intelligence. He can easily share these insights with stakeholders across the business, creating assets like VoC (Voice of Customer) reports and product requirements. No more trudging through stats to find the insights or listing out bland percentages. All the information David needs is right there, with the metadata fields providing the context to run those critical comparisons.
Now, anyone on the team can add their own commentary and share the report directly to Slack. With Dovetail, the voice of the customer is brought to life and shared across the entire organization, helping everyone from engineering to sales to make better, more impactful decisions. And David can celebrate with his support team knowing that their work is helping influence those outcomes—one customer ticket at a time!
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.
