Unlocking the AI edge for hiring the best talent with SmartRecruiters and Dovetail
Danielle Reid, Senior Design Manager at SmartRecruiters, explains how Dovetail centralizes knowledge, streamlines workflows, and ensures every decision is rooted in customer understanding.
7
tools down to 1
100+
team members sharing the same customer knowledge
100s
of hours of customer data—all in Dovetail
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Intro
SmartRecruiters stands out as a leading AI platform that helps large enterprise customers find and hire the best talent. For their design and product teams, having a deep, continuous customer understanding is critical to their success. When design insights were siloed, it forced other teams to search manually, slowing down decision-making.
SmartRecruiters undertook a comprehensive evaluation of seven tools, but their ultimate goal was to eliminate the cost and complexity of a fragmented stack. By choosing Dovetail, the all-in-one AI solution for customer intelligence, they were able to consolidate their process into a single, scalable system that now drives clarity and momentum company-wide.
Danielle Reid, Senior Design Manager at SmartRecruiters, explains how Dovetail centralizes knowledge, streamlines workflows, and ensures every decision is rooted in customer understanding.
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From seven tools down to one powerful knowledge hub
The SmartRecruiters team knew customer intelligence couldn't just belong to the designers; it needed to be accessible to everyone who impacts the customer experience. Dovetail solved a fundamental problem: moving from fragmented sources to a single, shared repository.
"For us at SmartRecruiters, the big thing about Dovetail has really been about democratizing research," says Danielle. "It used to be hard for people to find customer data, so they couldn't build upon our existing insights."
By establishing Dovetail as a central hub, all feedback—primarily continuous discovery interviews—is automatically ingested and available. This transition allows all 18 designers and a growing audience of R&D, CS, and leadership to share the same, verified customer knowledge.
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AI-Powered insights saving hours
For designers, the manual, time-consuming work of synthesizing transcripts was a major bottleneck. Dovetail’s AI capabilities now automate the heavy lifting, saving hours of manual work and accelerating the path to confidence.
"First and foremost, having the tags generated by AI was a really huge thing," Danielle notes. Automating transcripts and suggesting tags immediately makes the work more discoverable. The team also leverages Dovetail's AI-generated summaries, to solve the problem of running out of time before the most important step: insight generation.
For product leaders and managers, the value lies in instant aggregation. This rapid, AI-powered summary capability ensures that every decision is informed by timely, aggregated customer data.
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Continuous intelligence for the entire team with Dovetail and Salesforce
Dovetail connects R&D, Design, and Customer Success, aligning every team on the true voice of the customer. The Salesforce integration is central to this alignment, allowing for continuous customer intelligence to flow to the Customer Success Managers (CSMs).
The integration allows SmartRecruiters to create individual Dovetail feeds for their CSMs, who can quickly filter to see data specific to their customers. This ensures everyone is working from the same knowledge base.
This self-serve model saves time for both CS and Design. In the future, SmartRecruiters envisions using the Dovetail AI agent to segment and push strategic summaries directly to leadership and CSMs, fulfilling the vision of continuous intelligence: "We want to get all of the insights that we can, but doing it in a way where you don't need to be on every call... but can just take the biggest parts and takeaways is super helpful."
Discover how Dovetail can unify your customer intelligence and accelerate decision-making. Try Dovetail free.
