How The Browser Company reimagines the internet and closes the loop with Enterpret

Since launching in April 2022, The Browser Company has delighted users by reimagining the internet experience with its modern browser, Arc. Most recently, The Browser Company launched Arc for Windows, the first Windows app built in Swift 🤯, bridging the gap between Apple and Microsoft ecosystems (more on the launch later!).

We had the pleasure of chatting with some folks from The Browser Company to learn how they use feedback to build Arc:

The Membership team ensures member needs are reflected in Arc through user research, issue prevention, and product mastery (help center, tutorials, and member updates).

The Challenge: Overwhelming Feedback Volume Hinders Closing the Loop

Adena explained the importance of closing the loop at The Browser Company: "Our users provide so many valuable insights; people share their hearts with us and want to know we’re considering their feedback. Our team aims to convey we’re looking at their feedback and that it goes somewhere meaningful by closing the loop.”

In early 2023, as The Browser Company rapidly grew its members, the small (but mighty) Membership team faced an overwhelming volume of feedback and support requests that made closing the loop increasingly difficult:

• Difficulties analyzing qualitative feedback quantitatively
• Struggles with surfacing and identifying trends in a sea of feedback
• Hurdles in scaling follow-up with members

The Solution: Enterpret Connects Quantitative and Qualitative Feedback for The Browser Company

Adena didn't think there was one solution to these problems until a friend suggested she look into Enterpret. She shared, “Enterpret’s interface was the best I'd seen for analyzing qualitative feedback in a quantitative way. I thought we'd have to choose one or the other, but Enterpret combines the two seamlessly.“

Today, The Browser Company is using Enterpret to:

Drive Rapid Improvements through Insights

Having easy access to customer insights are critical for providing excellent user experiences. JM creates weekly Member Pulse Reports (here’s her Arc Template for reporting 😀) to ensure every team has easy access to insights. “Enterpret helps integrate insights into feature work by providing automated alerts and reports teams use as a weathervane for ongoing improvements. For example, Jasdev, an engineer on the team, identified a common request for a Password Reset feature shared in the Member Pulse report and quickly implemented the fix.”

Identifying the Unknown Unknowns

"Enterpret anomaly detection helps surface trends people aren’t actively looking for and don’t know to look for. These feedback trends are critical for influencing product decisions." says Adena. For example, this happened recently with Arc members wanting to change emails post-graduation. “No one at our company realized graduation season would impact Arc. Enterpret helped us spot a trend where graduating students want to transition off student emails, which we wouldn’t have known to look for.”

Holistic and Streamlined Research

JM notes, “Enterpret corroborates my findings and offers a holistic picture of our current members' feelings during exploratory research. Enterpret helps me know what to say no to and exposes insights we already have. I can target questions we can't answer with existing information. We've saved time for two teams on redundant research by providing insights on feature health, which revealed that further design iteration was unnecessary.”

Closing the Loop

The team uses Enterpret to see who requested certain features in the past to close the loop with members. Adena describes, “At The Browser Company, closing the loop is critical to providing the ideal member experience. Using Enterpret, I can grab the people who requested a feature or fix and then send a bulk message that their feedback has been implemented.”

The Impact: Closing the Loop and Driving Exceptional Experiences for Members with Enterpret

Integrating Enterpret into The Browser Company’s workflow has been transformative for listening to feedback and closing the loop. Adena shares, “We lean on Enterpret to capture the bulk of problems from the public product. Enterpret is our first stop for understanding trends and taking action on feedback.”

Faster Performance Issue Identification and Resolution

Enterpret is putting a wide lens on member-reported performance issues in Arc. Callan explains, “I can quickly compare the reports of specific issues like high RAM and CPU usage from version to version. This tells me whether or not I need to dive deeper into a potential spike in reports. Enterpret allows me to dive in directly from my dashboard and create queries to identify the reports related to whatever performance issue seems to have spiked. This means I can get engineers looking into bugs faster and ship fixes to members sooner!”

Here’s a visual of the impact Enterpret has on performance and user satisfaction:

Driving Member Retention

Optimizing new member experiences is mission-critical and requires identifying and digging into trends across mobile and desktop. JM describes, "Enterpret helped us identify a critical factor contributing to a drop in day-one retention on our mobile app. This insight was pivotal in addressing the issue and improving our retention rates.”

The Windows Launch: Closing the Loop with Feedback-Driven Product Improvements

Enterpret played a crucial role in the launch of Arc for Windows. “When we launched Arc for Windows, Enterpret was invaluable in ensuring a smoother rollout for Windows users. It helped us monitor app stability and identify unexpected feedback spikes, allowing us to respond quickly and improve the user experience.” Adena recalls

Mark, the Product Support Lead for Arc Windows, shares, “During the Windows beta period, I used Enterpret to see top feature requests from our Windows Members, which helped me make a strong case to the product team for which features we should be prioritized. The biggest win was getting feature requests actioned by the team quickly. I could easily point to a visualization from Enterpret showing which feature requests were the most popular. Without Enterpret, it would have taken me a good chunk of time to gather all the data from separate sources, crunch the numbers, and get a decent visual to help make my case; with Enterpret, all those tools were right at my fingertips.”

Next up for The Browser Company

The Browser Company has big goals, more cutting-edge launches, and exciting projects in the pipeline. The team plans to use Enterpret to get detailed insights in these key areas:

• Optimize new user experiences to make Arc more accessible and valuable to a broader audience
• Deliver on their ongoing commitment to performance and stability to make Arc the most performant browser in the market

Working with Adena, JM, Callan, Mark, and the entire team at The Browser Company has been crucial in developing and shaping Enterpret. We deeply appreciate working with a team dedicated to building a product with its members. As The Browser Company continues to disrupt and push boundaries in the browser industry, we are thrilled to be alongside them, providing support every step of the journey!

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