How Feeld uses Enterpret to actively listen to community feedback during a product launch

Tiffany Go

Head of Product Marketing

February 20, 2024

Feeld is a dating app for the curious; those open to experiencing people and relationships in new ways.

We had the opportunity to sit with two members of Feeld’s team to talk about their experience using Enterpret over the last year and how we helped them manage a 10x spike in feedback during a recent product launch. You’ll hear from Dina Mohammad-Laity, VP of Data based in Dubai, UAE and Louise Sellars, CX Insights and Analytics Manager based in London, UK.

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Moving Beyond Manually Tagging Member Feedback

Dina shares, “There’s always been a desire at Feeld to understand what Members are saying. Being in close touch with our community is at the core of our mission and how we operate as a company.” Before Enterpret the customer team was manually tagging feedback and Dina knew the Customer Success team needed a new approach. “The manual process needed a revisit – it didn’t allow for us to dig deeper into what our Members needed, and we weren’t maximizing resources.”

Dina sought a tool to automate listening to large volumes of feedback, and generate insights for improving the product and Member experience. She chose Enterpret for its ability to consolidate multiple feedback sources, automate the tagging of feedback, and make insights accessible to the entire organization.

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Transforming Member Feedback Analytics at Feeld with Enterpret

With Enterpret, Feeld connects feedback from Zendesk, Reddit, the App Store, the Play Store, and other feedback sources via Enterpret’s CSV importer in one centralized place to:

Prioritize trust and Members’ safety
Identify real-time customer trends and issues
Determine feature requests and improvements
Tap into Member insights
Monitor product launch feedback

Louise recalls, "Before Enterpret, it was challenging to read through all feedback and decide how to categorize it. Our team also works with some sensitive topics, given the nature of our app. Enterpret improves our workflow in many practical ways, and also helps by providing an analytical perspective to the feedback we receive. We can then work with insights in a holistic, inclusive way.”

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Enterpret becomes a central pillar for monitoring product releases

The team unlocked a new Enterpret use case in a recent launch. Following Feeld’s 2023 rebrand and app update, Members experienced a number of unanticipated bugs on the platform, creating an influx of inquiries for the Feeld team to manage. The team experienced an increase in feedback from its Members, providing an opportunity to leverage Enterpret as a platform.

Critical to the triage process was Feeld’s ability to digest the reported issues through Enterpret in order to prioritize and solve for the most urgent fixes first.

The goal was to identify and address feedback points quickly and efficiently while maintaining the day-to-day operations of the app. Louise shares, “Enterpret was pivotal to capture both a wide and deep picture of what our Members’ experience was like. The speed with which Enterpret captured real-time insights from the volume of feedback made it indispensable for prioritization, especially with our smaller team.”

Managing a 10x increase in Member feedback with a small team: “There was a lot of feedback coming in.” Dina shares, “Enterpret was a central pillar for the launch because it gave us additional ammunition to understand and analyze what our Members were sharing, in a way that we haven’t been able to do before.”

When the quantity of tickets increased, Enterpret helped Feeld analyze Members’ issues more quickly to make faster adjustments to the app. "Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention," recalls Louise, pointing to features around stack ranking. “When it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.”

Dina reflected on the launch, “Enterpret was invaluable in helping us understand what to address and prioritize. The real-time insights guided what we needed to improve, whether it was working, and what we should work on next.”

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Looking Forward: Unlocking new Customer Feedback Analytics Use Cases with Enterpret

As more insights in Enterpret are shared, Dina and Louise have noticed a ripple effect across teams within the organization.

The product team continues to find ways to use Enterpret to inform the planning and is looking to connect even more feedback and data sources, gaining a strong understanding of the features and improvements their community is looking for. The product marketing and content teams are using insights in Enterpret to guide their blog content strategy, identifying topics based on Member queries and feedback.

Dina shares, “Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.”

We are laser-focused on giving customers more than they expect through a hospitality-first, individualized approach to drive retention and loyalty. Enterpret has allowed us to stitch together a full picture of the customer, including feedback and reviews from multiple data points. We now can super-serve our loyal customers in a way that we have never been able to before.

Anna Esrov

Vice President of Customer Experience & Loyalty

Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention, when it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.

Louise Sellars

Analyst, Customer Insights

Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.

Dina Mohammad-Laity

VP of Data

The big win-win is our VoC program enabled us to leverage our engineering resources to ship significantly awesome and valuable features while minimizing bug fixes and" keep the lights on" work. Magnifying and focusing on the 20% that causes the impact is like finding the needle in a haystack, especially when you have issues coming from all over the place

Abishek Viswanathan

CPO, Apollo.io

Since launching our Voice of Customer program six months ago, our team has dropped our human inquiry rate by over 40%, improved customer satisfaction, and enabled our team to allocate resources to building features that increase LTV and revenue.

Abishek Viswanathan

CPO, Apollo.io

Enterpret's Gong Integration is a game changer on so many levels. The automated labeling of feedback saves dozens of hours per week. This is essential in creating a customer feedback database for analytics.

Michael Bartimer

Revenue Operations Lead

Enterpret has made it so much easier to understand our customer feedback. Every month I put together a Voice of Customer report on feedback trends. Before Enterpret it would take me two weeks - with Enterpret I can get it done in 3 days.

Maya Bakir

Product Operations, Notion

The Enterpret platform is like the hero team of data analysts you always wanted - the ability to consolidate customer feedback from diverse touch points and identify both ongoing and emerging trends to ensure we focus on and build the right things has been amazing. We love the tools and support to help us train the results to our unique business and users and the Enterpret team is outstanding in every way.

Larisa Sheckler

COO, Samsung Food

Enterpret makes it easy to understand and prioritize the most important feedback themes. Having data organized in one place, make it easy to dig into the associated feedback to deeply understand the voice of customer so we can delight users, solve issues, and deliver on the most important requests.

Lauren Cunningham

Head of Support and Ops

With Enterpret powering Voice of Customer we're democratizing feedback and making it accessible for everyone across product, customer success, marketing, and leadership to provide evidence and add credibility to their strategies and roadmaps.

Michael Nguyen

Head of Research Ops and Insights, Figma

Boll & Branch takes pride in being a data driven company and Enterpret is helping us unlock an entirely new source of data. Enterpret quantifies our qualitative data while still keeping customer voice just a click away, adding valuable context and helping us get a more complete view of our customers.

Matheson Kuo

Senior Product Analyst, Boll & Branch

Enterpret has transformed our ability to use feedback to prioritize customers and drive product innovation. By using Enterpret to centralize our data, it saves us time, eliminates manual tagging, and boosts accuracy. We now gain near real-time insights, measure product success, and easily merge feedback categories. Enterpret's generative AI technology has streamlined our processes, improved decision-making, and elevated customer satisfaction

Nathan Yoon

Business Operations, Apollo.io

Enterpret helps us have a holistic view from our social media coverage, to our support tickets, to every single interaction that we're plugging into it. Beyond just keywords, we can actually understand: what are the broader sentiments? What are our users saying?

Emma Auscher

Global VP of Customer Experience, Notion

The advantage of Enterpret is that we’re not relying entirely on human categorization. Enterpret is like a second brain that is looking out for themes and trends that I might not be thinking about.

Misty Smith

Head of Product Operations, Notion

As a PM, I want to prioritize work that benefits as many of our customers as possible. It can be too easy to prioritize based on the loudest customer or the flavor of the moment. Because Enterpret is able to compress information across all of our qualitative feedback sources, I can make decisions that are more likely to result in positive outcomes for the customer and our business.

Duncan Stewart

Product Manager

We use Enterpret for our VoC & Root Cause Elimination Program - Solving the issues of aggregating disparate sources of feedback (often tens of thousands per month) and distilling it into specific reasons, with trends, so we can see if our product fixes are reducing reasons.