How leading organizations use Dovetail for scalable customer intelligence

Working within a large organization with diverse customer needs and pain points, you recognize the critical need to gather, analyze, and act on feedback at scale. Siloed data and disconnected tools hinder a unified understanding of the customer, leading to missed opportunities and inefficiencies. Leading organizations are turning to Dovetail to centralize their customer data and research, foster collaboration, and leverage powerful AI to unlock actionable insights, ultimately driving better products and customer experiences.

Large organizations today face an unprecedented volume and variety of customer data. Managing large-scale research initiatives, coordinating numerous teams, and synthesizing insights from disparate sources present significant challenges. Traditional methods and fragmented toolsets often struggle to keep pace, leading to duplicated efforts, delayed findings, and a lack of a cohesive understanding of customer needs and pain points.

The demand for a centralized, secure, and efficient customer intelligence platform has never been greater. An enterprise customer intelligence platform provides a holistic view of customer knowledge. To be effective, it should have the scalability, collaboration capabilities, and advanced synthesis tools necessary to transform raw data into actionable intelligence across the entire organization.

A common pain point in large enterprises is siloed data. Different teams and departments often conduct their own research or insights discovery in isolation. Insights remain trapped within individual teams, hindering cross-functional alignment and preventing a comprehensive understanding of the customer experience.

Dovetail breaks down these silos, bringing product teams, researchers, designers, marketers, and executives together in a unified environment. This centralized platform for customer intelligence enables seamless access to the voice of your customers. By fostering transparency and communication, Dovetail ensures that everyone has access to the same customer truth, leading to improved cross-functional alignment and more customer-focused decision-making. 

Canva—for example—leverages Dovetail to align teams around a unified set of customer insights, leading to a more cohesive customer experience.

Canva's researchers and product teams use Dovetail as a central platform for their moderated research. Dovetail makes it easy for all Canvanauts to access valuable user insights. Whether re-watching full interview sessions or searching for specific terms, product managers, designers, and content designers can readily understand user perspectives on topics relevant to their task at hand. 

Every moment spent sifting through mountains of data is a missed opportunity to understand your customers deeply, innovate faster, and gain a crucial competitive edge. Dovetail empowers complex organizations to unlock valuable insights with speed and security, ensuring you're always one step ahead.

Dovetail’s AI-powered features are designed to synthesize customer data instantly, enabling teams in large, complex organizations to extract valuable customer knowledge quickly, securely, and at any scale.

• Speed up customer feedback synthesis: Dovetail instantly transcribes customer calls and automatically identifies key themes and important quotes in customer interviews, documents, surveys, and more, speeding up the process of data synthesis. Take the grunt work out of customer feedback analysis and help your teams get to insights faster.

• Understand customer sentiment instantly: Organizations are using Channels to understand real-time trends in continuous customer feedback. Channels transforms mountains of continuous feedback—app store reviews, support tickets, in-product feedback, and more—into clear, concise, actionable understanding that can help your teams quickly prioritize and take action, at any level.

• Democratize access to insights: Forrester principal analyst Mike Gualtieri estimates that as much as 73 percent of all enterprise data goes unanalyzed. With Dovetail, leading organizations are ensuring that every team member gets instant and secure access to valuable customer knowledge. Team members across the entire organization can interact with your customer data conversationally to gain the insights they need—both from within the Dovetail workspace as well as from Microsoft teams and Slack.

• Seamlessly summarize, present, and share customer knowledge: Hours of customer conversations can be instantly transformed into clear, actionable takeaways with Dovetail. Teams can get instant AI-powered summaries of customer interviews, reports, documents, and Channels data from support tickets, app reviews, and more, in a format specifically designed for their needs. Teams can also get structured, actionable insight reports generated instantly, ready to distribute.

For large organizations, data security, privacy, and compliance are non-negotiable.

Dovetail has a robust suite of enterprise-grade security measures that are in place to help keep data secure at scale. Security and compliance form the bedrock of our product, going far beyond a simple checklist. We've built a comprehensive framework to address the needs of large organizations, incorporating measures such as regular data backups and test recovery, penetration testing, encryption of data both at rest and in transit, and rigorous static code analysis. We also perform third-party vulnerability scans, sanitize logs, and secure customer data at the database level. Additionally, we employ a range of advanced cloud security techniques to ensure robust protection.

For a deeper understanding of Dovetail's approach to security, reliability, privacy, and compliance, please visit our Trust Center.

Operating as a large organization often means relying on a complex ecosystem of tools to manage various aspects of your business. Seamless integration between existing platforms is crucial for maximizing efficiency and ensuring a smooth flow of information. Dovetail recognizes this and offers robust integrations with tools such as Jira, Zoom, Slack, Google Drive, Intercom, Zendesk, and many more. Additionally, our developer API gives you the flexibility to build your own custom workflows. Improve efficiency, reduce manual data transfer, and ultimately drive more agile decision-making across the organization.

As your organization grows, changes, or expands globally, customer knowledge requirements become increasingly complex. Dovetail is designed to scale with these demands, offering a range of enterprise features designed to support large, distributed teams. 

• Unlock customer intelligence across different geographies—Dovetail lets you empower every team to make better decisions, backed by customer data. Global teams can seamlessly collaborate and synthesize findings from user research conducted in over 75 languages. And with Ask Dovetail, team members can have a conversation with your customer intelligence platform directly in Microsoft Teams and Slack, without even needing to sign up for Dovetail. Set up regular audio digests to automatically share valuable customer knowledge with different teams’ channels. Keep everyone up-to-date on how sales calls are going, share the latest customer sentiment around certain products, and more.

• Protect your customers’ data as you scale—Ensure that the right people have access to the right data, regardless of their location or team. Set role-based permissions and stay in control of your workspace and data as your team changes or grows. With custom data retention, you can streamline the way your organization protects customer data. Set up default retention periods so that some or all of your interview videos are automatically deleted in your chosen timeframe. Then, easily adjust it based on the needs of your project. You can also protect your research participants’ and customers’ PII by blurring and muting video and audio content, as well as redacting text content within your transcripts.

Dovetail equips your organization with the tools to not only understand your customers deeply but to do so with enterprise-level governance and collaboration at scale. 

The ultimate measure of any enterprise solution is its return on investment. Organizations using Dovetail have reported significant improvements in product decision-making, shorter development cycles, and increased customer satisfaction. By providing a centralized and efficient platform for understanding customer needs and pain points organization-wide, Dovetail is designed to help businesses build better products and deliver superior experiences. A survey conducted by Dovetail found that centralizing customer insights helped 89 percent of respondents avoid building the wrong products, reducing wasted investment, while 94 percent say their customer insight tool improves UX, boosting retention and loyalty. See our whitepaper ROI of AI-powered insights: Save time, reduce risk, build better to learn more.

Leading organizations choose Dovetail because it offers more than just a software solution—it provides a strategic advantage in understanding their customers at scale. 

Dovetail helps organizations with large amounts of complex customer data go from insights to action faster, at any level. Seamlessly extract customer knowledge to shape product roadmap strategies, your sales approach, and everyday decisions across every team and department. Dovetail makes valuable customer knowledge available to everyone.

To explore how Dovetail can transform your enterprise’s approach to customer intelligence, request a demo today. Not ready to chat? Explore our resources to understand the broader strategic value of a customer intelligence platform.

Leading organizations trust Dovetail because it has a robust suite of enterprise-grade security measures that are in place to help keep data secure at scale.

Dovetail offers robust integrations with tools such as Jira, Zoom, Slack, Google Drive, Intercom, Zendesk, and many more.