The importance of user feedback for customer success teams, with Cotalker

In today's competitive digital landscape, prioritizing user feedback is vital for businesses aiming for successful product discovery. To underscore its significance, we're shedding light on our valued customer, CoTalker, who used Screeb to learn more about their users and improve the global experience.

User Feedback - An Integral Element of CoTalker's Success

CoTalker, an innovative digital communications platform, realized the potential in its customer base to drive its success.

David, Cotalker Head of Customer Success chose Screeb to transform user feedback into actionable insights. With Screeb's assistance, his team could delve into their users' minds, understand their expectations, and align their approach to each user category.

Capturing and Understanding User Feedback

CoTalker started by harnessing user feedback, which yielded some insightful NPS responses. This wealth of user feedback gave CoTalker an in-depth understanding of their customer's satisfaction levels and their users' perception of the product's value.

Navigating through Feedback with Screeb's Help

With Screeb, CoTalker could categorize this feedback based on various user segmentation parameters. Screeb helped them navigate through the sea of user feedback, making it easier for CoTalker to discern patterns, spot issues, and identify areas for improvement.

The Impressive Transformation - Improving the NPS Score by 3O pts

The journey didn't stop at just collecting user feedback; Screeb ensured that the insights derived guided CoTalker's product development efforts. As a result, CoTalker experienced a significant leap, achieving a remarkable Net Promoter Score (NPS) rise of 30pts. The score reflected their customers' high level of satisfaction, attributable to their dedication to listening and acting on user feedback.

Benefits Beyond Numbers

The benefits of employing Screeb weren't confined to numbers alone. CoTalker found a profound understanding of its users' needs, leading to a better ability to answer and anticipate user needs and challenges.

In conclusion, CoTalker's story is a testament to the power of user feedback in product discovery. Through the strategic use of Screeb's features, they turned user feedback into a vehicle for growth and user satisfaction.

Screeb for customer success

If you’re part of a customer success team, you now have a clear understanding of the value of Screeb.

We asked David Ehrenfeld, Head of Customer Success at Cotalker what led him to choose Screeb :

“The best thing about Screeb is how user-friendly it is to configure what you want the user to see. You can preview what a customer will see, and build different paths easily depending on the answers you'll get, to get the most feedback from your users. Also, the dashboards to keep track of the results and how data is displayed to build further analysis are awesome”.

If you’re interested in experiencing a similar experience, Screeb is here to assist. Start your journey today, place user feedback at the forefront of your customer success strategy.

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