A look into Voice of Customer @ Coda!

Hi, I’m Alison Schreuder, Head of Support at Coda! My team and I are responsible for ensuring that our customer’s questions are answered promptly and requests are reflected in our product.

This is a template Alice Ly (an incredible Customer Champion) and I put together to highlight how our team shares our monthly Voice of Customer report. The goal is to give a look into our queue so our entire company can hear a clear voice of the customer through insights powered by Enterpret and Coda. Coda is the all-in-one digital workspace that blends the flexibility of docs, the structure of spreadsheets, the power of applications, and the intelligence of AI—built for the Enterprise. Coda starts with a blinking cursor on a blank page and can grow as big as your team's ambition. And it comes with a set of building blocksーlike pages for infinite depth, tables that talk to each other, and buttons that take action inside or outside your docーso anyone can make a doc as powerful as an app. People have made Coda docs that do everything from launch products to scale businesses. What will you Coda?

At Coda, our Voice of Customer (VoC) program is dedicated to sharing insights from customer support interactions with our teams. Our mission is to inspire actionable change across all functions, ensuring that every piece of feedback helps shape a better product experience.

We believe that the product is more than just its features—it's also about the experience our customers have when they interact with us. From the first click to the final support chat, every touchpoint is a part of the Coda experience. To bring those insights to the company we like to separate them by what different teams care about - product v.s customers.

Using Enterpret to Unlock the Voice of the Customer

Using Enterpret, we’re able to take customer insights from a feature based product report, then flip the same information into a report on how our most influential customers are navigating the product. This allows us to create a tailored report for both segments (the product and the customer facing teams) at our company.

1. Cross-Functional Collaboration:
   We work as partners across all functions, integrating feedback into every part of our process to ensure a holistic approach to customer experience.
2. Integrated Feedback Loop:
   - Feedback isn’t just something we collect—it’s an essential part of our product and sales development cycle. We actively feed insights back to our teams to drive innovation and improvement.
3. User and Decision-Maker Connection:
   We bridge the gap between our users and the decision-makers at Coda, ensuring that every voice is heard, and every concern is addressed.

1. Support Stats
2. Product Feedback
3. Customer Feedback

Our support interactions are a rich source of feedback, offering a clear view of what’s working and where we need to improve as a support team.

• Total Conversations Replied:
  Discover the volume of conversations we handle and how we’re staying connected with our users.
• Developer Escalations, Bugs, and Feature Requests:
  See how often issues are escalated to our development team and the number of bugs and feature requests we’re processing.
• Trending Issues This Month:
  Stay updated on the most talked-about issues, helping us focus on what matters most to our customers.

Our product teams rely on VoC insights to deepen their understanding of user needs and preferences.

• Top Conversation Tags:
  Find out which topics are trending in customer conversations, giving us a direct line to what users care about most.
• User Quotes and Resolutions:
  Hear directly from our customers with real quotes and see how we’ve resolved their concerns to improve their experience.
• Top Feature Requests:
  Explore the most requested features by our customers, driving our roadmap and future updates.

We take feedback from our customer conversations and reframe it to provide valuable insights for our customer-facing teams.

• Job Titles We Interact With:
  Understand who we’re talking to—from end users to decision-makers—and how their feedback influences our approach.
• Top Accounts Engaging with Us:
  Learn which enterprise accounts are most active in providing feedback and how their insights help us tailor our services.
• Enterprise Feature Requests:
  Discover what our VIP customers are asking for, ensuring that our product evolves to meet the needs of our most important users.

By integrating these insights into our daily operations, Coda's Voice of Customer program ensures that every piece of feedback counts, driving continuous improvement and a better experience for all.

Use our Coda template for an easy to use guide and more tips on how to run an effective VoC program at your company!