Vero brings the customer to their global team
01
Vero’s mission is to build quality, purpose-driven products that help marketing teams get more out of their data
The globally-dispersed Vero team is small but mighty, with a presence in Australia, the United States, and Europe. They’re committed to building fundamental business software that makes the lives of marketing teams easier. The Vero team uses Dovetail to help streamline their research process and get closer to their customers. Read on to learn how Dovetail fits into their ecosystem and why it’s contributed to next-level product design and “groundbreaking” results for Vero.
The Vero team uses Dovetail to help streamline their research process and get closer to their customers.
We can improve everything; improve our product development, improve the way we do sales, improve the way we do customer success. So it's been a really big help for a small company like us.
Chris Hexton
CEO and Co-Founder
02
Customer closeness for a globally dispersed team
Vero, a provider of innovative marketing software, encourages all their team members to engage with customers and learn from their feedback despite not having a dedicated research function. By introducing Dovetail, Vero has centralized their data management, enabling all teams to access and learn from each other's research findings. This single, centralized repository democratizes research across the business, making it easier to draw themes and gain a deeper understanding of customers, rather than having siloed notes locked away in individual drives.
Search through a centralized insights hub.
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03
Streamlining and immortalizing the research process
Before Dovetail, Vero's research was conducted on an ad-hoc basis, but their customer insights hub has now streamlined and eternalized the process. Vero's team conducts three to eight customer calls weekly, uploads them to Dovetail, transcribes, and assesses the findings. Encouraging all team members to use Dovetail, Vero ensures that data from sales, product design, support, and success is centralized. The platform’s features, such as tagging and highlights, allow for granular theme identification, and research findings are summarized and shared using insights. This capability enables anyone at Vero to quickly find relevant data, providing a deeper understanding and context.
Research findings are summarized and shared using insights.
Obviously, not everyone has time to watch tens of hours of customer footage, so without the highlights it was much trickier to get people to engage with these customer calls.
Chris Hexton
CEO and Co-Founder
04
Using Dovetail for onboarding and teaching
Beyond uploading, analyzing, and sharing customer insights, Vero also uses Dovetail in their onboarding process for customer-facing roles to illustrate best practices for customer interviews. New hires can explore a wide range of research data to learn conversation flow and probing questions. Dovetail's long-term data storage and search capabilities allow all team members to revisit research findings, gain context for product design decisions, and review customer feedback or sales calls, ensuring they provide the best customer experience.
New hires can explore a wide range of research data.
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