As companies grow in size, it can be increasingly difficult to maintain a focus on the customer. Product teams often need to meet the needs of competing stakeholders over the needs of the users.
Sprig changes all of that.
With Sprig’s in-product surveys, product teams can stay completely focused on delivering the features that users want by getting continuous feedback directly from the user.
Ramp, a modern finance platform, combined the power of in-product surveys and Sprig AI to build a customer-centric product operations program.
“We all know that AI and customer feedback are incredible, but combining Sprig AI and customer feedback created real magic for Ramp,” said Read Ward, Product Operations Lead at Ramp.
Keep reading to learn how Ramp created customer magic with Sprig.
Background:
Ramp is the ultimate platform for modern finance teams, designed to automate finance operations and build healthier businesses.
Read Ward, Product Operations Lead at Ramp, is responsible for building a product operations program that delivers on three aspects: enabling launches, optimizing for scale and uplifting the voice of the customer.
Enabling launches means that the right processes, roles and documentation exist to support launches, while optimizing for scale means that bottlenecks and blockers are eliminated.
The last area - uplifting the voice of the customer - was particularly important to Ramp. As the company grew in size, they wanted to make sure that the product team was continuously hearing from the user and prioritizing their needs.
“At Ramp, it’s essential for the customer to be an active part of the product development process,” said Ward.
Ramp Increased Feedback to 10k Responses
Ramp used Sprig in-product surveys to pair the right questions with the right users at the right time.
Their product teams used Sprig’s platform to customize the best survey for their audience and then used the Segment integration to trigger the survey at the right event to the right users.
Ramp also used Sprig’s global filter to mitigate survey fatigue. Using a global filter of 30 days, they ensured that no user received more than one survey in 30 days - no matter how many surveys were running at the time.
Through these efforts, Ramp improved their NPS program and received approximately 10k+responses when powered by Sprig.
Ramp Identified Product Trends Through Sprig AI
Sprig AI filtered through all of the feedback and identified the key insights from Ramp users.
“Sprig AI saved our team hours of work trying to understand which types of users are giving what feedback and what are the themes,” said Read.
“The themes are always abundantly clear with Sprig AI, making it easy for product teams to see how feedback applies directly to new features, upcoming features, features that are not on the roadmap yet.”
The Magic of Surveys and Sprig AI:
Ramp pulls in-product surveys and Sprig AI together to build a customer-centric program in five step process:
- Ramp sends in-app product surveys with Sprig
- Sprig AI Analysis synthesizes the responses
- Product Operations shares these insights on a regular basis
- Product managers talk weekly with customers who provide constructive feedback
- Improvements prioritized in product roadmapping
“This cycle is where the magic happens. Through Sprig we build a customer-centric program that continuously uplifts the voice of the user.”
