While all product teams understand the value of customer feedback, many teams - especially lean teams - are not able to solicit and then analyze feedback in a scalable way.
That’s why Sprig’s in-product Surveys and AI Analysis were so powerful for Novo.
Their product team was able to increase customer feedback by 40% while decreasing the time spent collecting data by running targeted Surveys in their platform and using Sprig AI to summarize the insights.
Keep reading to see how Novo used Sprig along with Novo's Warehouse Native CDP, RudderStack, to transform their product development.
Background:
Novo is a platform for small businesses that couples a checking account with an ecosystem of financial and business applications.
Focused on empowering small businesses, it was paramount that Novo’s product teams build an intuitive platform that’s easy for their busy customers to use and, in turn, spend less time managing finances.
“Some of our customers are mom and pop shops that can’t spend hours on a banking platform,” said Roger Liu, Director of Product with Novo.
“It’s really important that our platform is exceptionally easy to use - and Sprig enables us to build just that by helping us get feedback from customers on what works and what doesn’t.”
The Challenges:
Novo’s product team wanted to get customer feedback in a scalable manner. The small, but mighty team of product managers and designers handled everything from product development to customer support to user research.
This lean team needed a resource-efficient way to effectively engage in the process of customer outreach, which includes segmenting customers, sending emails, and conducting time-intensive interviews.
On top of all that, they needed a better way to summarize all of the customer feedback and then implement the feedback as product recommendations.
How Novo Increased Customer Feedback by 40%
Using Sprig, Novo ran surveys directly in their platform to get customer feedback and answer key questions about their platform including: Do you use Novo as your main business account?
The product team also used surveys triggered by RudderStack events to target their key audience and set up customer interviews to get feedback on the ease of use of the platform and what features would improve it.
“Being able to automate our customer outreach was a game changer. It saved us so much time spent finding customers and coordinating interview schedules,” said Liu.
Through Sprig, Novo increased customer feedback by 40%, all while decreasing time spent coordinating interviews and saving 20 hours a month.
With Sprig AI Analysis, the Novo product team was able to quickly turn thousands of responses into product recommendations and insights. The team was able to quickly see exactly what customers wanted, without manually reviewing open-text survey responses to uncover actionable learnings.
Ready to get started with Sprig? Launch your first survey in just minutes and get product recommendations with Sprig AI. Learn more about how to use Sprig and RudderStack together to unlock the "why" behind user actions here.
