September 12, 2024
If we listen closely, every customer conversation gives us some takeaway, some words of wisdom for our product. Most often, it’s our Customer Success or Sales teams, to be the first to hear about customer pain points and feature requests during calls with clients and prospects. But let’s be honest, in a fast-paced environment, it’s easy for those key details to get lost, forgotten, or jotted down somewhere that no one can find or decipher later.
For the longest time, we faced this very issue. There was no central place to organize and capture all these requests. Feature requests that could have shaped our product roadmap stayed buried in a notebook. We knew something had to change.
So, we did what we do best: we automated it.
We took notice of the problem and thought, “Can we make this easier for everyone. If yes, how?” The answer was simple & resounding: automation. Our product managers needed to hear these requests directly from the sources and all we needed was to capture this data in a way that was systematic and actionable.
An automation workflow by integrating Sybill’s Deal Summaries, Hubspot and Slack, ensured every product gap or request went directly to the product managers. No more lost details, no more guesswork. Just straight-up, unfiltered feedback.
And guess what? We didn’t just capture feedback; we acted on it. In fact, we recently launched a new feature & improved an existing one directly based on what our customers told us. Here’s how it happened:
Imagine this scenario: during a conversation with a potential client, one of our Sales team members hears, “But we don’t use HubSpot,” or “Slack isn’t part of our communication stack. How are we supposed to receive meeting notes or action items?”
At that moment, we were a little dumbfounded. Our tool was built to sync beautifully with HubSpot and Slack, but not every company uses those tools. Some use different CRMs, others rely on email clients or internal communication tools we hadn’t yet integrated with.
But thanks to the feedback captured by Sybill’s Deal Summaries, we knew exactly what the problem was, and more importantly, what we needed to do about it. The details were logged into our CRM, which then triggered an alert to our Slack channel “Product Feedback.”
Our product team got right on it. The result? We launched Webhook Automation—a feature that allows our customers to integrate Sybill with any tool in their tech stack.
No more “But we don’t use Slack.” Now, they can receive all their meeting notes, action items, and insights directly in the tool of their choice. Problem solved, thanks to automation and the power of listening to our customers.
Another common feedback we heard from our Customer Success Managers? Our clients loved our AI Follow-Up Emails feature. But there were a few shortcomings that kept coming up in conversations:
And we all know: when a sales rep sends a follow-up email, it better sound authentic. It needs to reflect how they communicate, not how a robot would. We learned that while our AI was doing a great job summarizing the conversation, it was throwing paragraphs of text that didn’t quite hit urethe mark for everyone. Our customers wanted crisper emails, a lot more personalization and the ability to customize the tone to match their style.
This feedback, too, came to us through the magic of our automation. Sybill’s Deal Summaries captured them, updated our CRM, and automatically sent the product requests to our dedicated Slack channel.
And because we had all the details—straight from the horse’s mouth—our product managers were able to quickly understand the problem and prioritize improvements.
So, we made it happen. Now, our AI Follow-Up Emails are:
All of these improvements—Webhook Automation and the overhaul of our AI Follow-Up Emails—happened because we didn’t just listen to our customers, we acted on their feedback. By automating the way we capture and process feature requests, we eliminated the chances of missing important feedback or delays in implementing them.
Now, every time a customer or prospect mentions a product gap, we know about it instantly. Our product team knows about it instantly. And we can act on it, improving our offerings and delivering what our customers truly need. That’s the power of automation.
We’ve always believed that the best products are built by listening to your customers. But in a world where information moves fast and teams are stretched thin, relying on manual processes just doesn’t cut it. Automation helps us bridge that gap, making sure no valuable insight goes unnoticed.
Got a feature request? We’re all ears—literally.
If we listen closely, every customer conversation gives us some takeaway, some words of wisdom for our product. Most often, it’s our Customer Success or Sales teams, to be the first to hear about customer pain points and feature requests during calls with clients and prospects. But let’s be honest, in a fast-paced environment, it’s easy for those key details to get lost, forgotten, or jotted down somewhere that no one can find or decipher later.
For the longest time, we faced this very issue. There was no central place to organize and capture all these requests. Feature requests that could have shaped our product roadmap stayed buried in a notebook. We knew something had to change.
So, we did what we do best: we automated it.
We took notice of the problem and thought, “Can we make this easier for everyone. If yes, how?” The answer was simple & resounding: automation. Our product managers needed to hear these requests directly from the sources and all we needed was to capture this data in a way that was systematic and actionable.
An automation workflow by integrating Sybill’s Deal Summaries, Hubspot and Slack, ensured every product gap or request went directly to the product managers. No more lost details, no more guesswork. Just straight-up, unfiltered feedback.
And guess what? We didn’t just capture feedback; we acted on it. In fact, we recently launched a new feature & improved an existing one directly based on what our customers told us. Here’s how it happened:
Imagine this scenario: during a conversation with a potential client, one of our Sales team members hears, “But we don’t use HubSpot,” or “Slack isn’t part of our communication stack. How are we supposed to receive meeting notes or action items?”
At that moment, we were a little dumbfounded. Our tool was built to sync beautifully with HubSpot and Slack, but not every company uses those tools. Some use different CRMs, others rely on email clients or internal communication tools we hadn’t yet integrated with.
But thanks to the feedback captured by Sybill’s Deal Summaries, we knew exactly what the problem was, and more importantly, what we needed to do about it. The details were logged into our CRM, which then triggered an alert to our Slack channel “Product Feedback.”
Our product team got right on it. The result? We launched Webhook Automation—a feature that allows our customers to integrate Sybill with any tool in their tech stack.
No more “But we don’t use Slack.” Now, they can receive all their meeting notes, action items, and insights directly in the tool of their choice. Problem solved, thanks to automation and the power of listening to our customers.
Another common feedback we heard from our Customer Success Managers? Our clients loved our AI Follow-Up Emails feature. But there were a few shortcomings that kept coming up in conversations:
And we all know: when a sales rep sends a follow-up email, it better sound authentic. It needs to reflect how they communicate, not how a robot would. We learned that while our AI was doing a great job summarizing the conversation, it was throwing paragraphs of text that didn’t quite hit urethe mark for everyone. Our customers wanted crisper emails, a lot more personalization and the ability to customize the tone to match their style.
This feedback, too, came to us through the magic of our automation. Sybill’s Deal Summaries captured them, updated our CRM, and automatically sent the product requests to our dedicated Slack channel.
And because we had all the details—straight from the horse’s mouth—our product managers were able to quickly understand the problem and prioritize improvements.
So, we made it happen. Now, our AI Follow-Up Emails are:
All of these improvements—Webhook Automation and the overhaul of our AI Follow-Up Emails—happened because we didn’t just listen to our customers, we acted on their feedback. By automating the way we capture and process feature requests, we eliminated the chances of missing important feedback or delays in implementing them.
Now, every time a customer or prospect mentions a product gap, we know about it instantly. Our product team knows about it instantly. And we can act on it, improving our offerings and delivering what our customers truly need. That’s the power of automation.
We’ve always believed that the best products are built by listening to your customers. But in a world where information moves fast and teams are stretched thin, relying on manual processes just doesn’t cut it. Automation helps us bridge that gap, making sure no valuable insight goes unnoticed.
Got a feature request? We’re all ears—literally.
