Enterpret Taxonomy — Revolutionizing the way companies use customer feedback

Vivek Kaushal

Product

July 16, 2024

We say it all the time, "Customer feedback is the lifeblood of product innovation." At Enterpret, we don't just talk about customer feedback—we live and breathe it, and heck, we've built our product around it.

The Challenge with Feedback (As We Know It)

Customer feedback comes in emails, Slack messages, support tickets, carrier pigeon, smoke signals- it's coming at you from all directions. It's like trying to drink from a fire hose, right?

And here's the kicker: all this feedback is supposed to help you build better products. So why does it feel more like noise than signal?

Since 2020, we've been on a mission to solve this challenge in a way no one else is attempting. How? By building custom models for each of our customers. We're talking granular, specific understanding of the Voice of Customer.

Enterpret’s Singular Approach: The No Tradeoff Taxonomy

At it's most basic level Enterpret's Taxonomy is comprised of Categories, Reasons and Keywords and it's custom built based on your company's customer feedback.

From a technical perspective Enterpret's Taxonomy is differentiated by what we call Enterpret Hierarchal Clustering the “EHC”. It's our way to create meaningful taxonomy out of natural language AKA “unstructured” feedback.

This is nice and all, but what really matters is why it's powerful is that it's built for"no-tradeoffs"

Bridge the Gap‍

Your team speaks 'product'. Your customers speak 'requests or frustrations'. The way you talk about your product isn't always how your customers talk about it. We’re here to fix that. Our Taxonomy aligning internal language with customer language makes everything more actionable

Scalability‍

From 10,000-foot view to microscopic detail, our taxonomy scales without breaking a sweat. Others make you choose. We say, why not both? It works at every level without compromise.

Empowering ALL Users‍

Enterpret isn't just for the insight producers (analysts, CX or research teams). It’s for your insight consumers too (leadership, product, marketing, sales, etc). Other tools cater to data analysts or SQL experts. At Enterpret, we democratize insights. Everyone from your intern to your CEO can tap into customer wisdom in Enterpret

Opinionated Customizability

Opinionated Customizability might sound like an oxymoron, but it's not. After working with many customers we know that this balance is necessary when it comes to feedback. So, Enterpret's Taxonomy is generated by AI and the predictions are powered by AI, yet it is completely customizable and editable by your team.

Continued Investments in Enterpret's Taxonomy

Over the next few months (and forever) we'll continue to make investments in the Taxonomy has we move out of Phase 1 of development into Phase 2.

Phase 1: Smarter Keywords and Reason Deduplication: We recently released an update where we are enhancing how we handle keywords (Smart Keywords) and deduplicate reasons in feedback. This ensures that every piece of data is relevant and avoids redundancy.
Phase 2: Structured for Teams: Next, we focused on tagging feedback more effectively for Product Areas / Jobs to be done.
Phase 3: Enhanced Hierarchy or Themes: Finally, we’ll expand our hierarchical structure to include another layer — a logical group of Reasons that are valuable to analyze together — AKA Themes.

The Impact: Transforming Work

At Enterpret, we're not just changing how you organize feedback—we're changing how you work. By making customer insights truly accessible and actionable, we're helping you make better decisions faster.

In the end, it's about closing the loop. It's about taking all that valuable customer feedback and turning it into tangible improvements. Isn't that the point of listening to your customers in the first place?

If you are ready to revolutionize how you leverage customer feedback to stand out and join the ranks of Canva, Notion, and other companies that are thriving because they truly understand their customers — get in touch! Let's show you what Enterpret can do.

In the world of customer feedback intelligence, we're not just playing a different game - we're changing the field.

We chose Enterpret for its intuitive UI and seamless data integrations, which enable us to combine data from all sources and generate deep, multi-layered insights. The Enterpret team ensured a smooth onboarding experience, even increasing data ingestion cadence to provide real-time alerts. The insights we've gained are already driving meaningful change across our organization, and their responsive support and collaborative approach have been invaluable.

Nir Ben Ari

Director, Customer Support, Vimeo

Wisdom saves me hours every week. With 'Summarize with Wisdom,' I can condense feedback with a single click, replacing the tedious process of reading through hundreds of tickets. It’s life-changing!

Jil McKinney

Director of Customer Support, Descript

Before Enterpret, organizing research data took an entire day. Now, research synthesis is 83% faster - it takes just 15 minutes to pull the data and another 15 minutes to start synthesizing. Enterpret removes the manual work, allowing me to focus on strategic thinking with a clear mind.

Mike McNasby

User Research Lead, Descript

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. It's helping us solve 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 delivering impact.