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Ep. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar]
Join the support insights community here
In today's episode of the Support Insights Podcast we talk to Nick Moreton, Director of Support at Hotjar, about how his team are working in unison with the Product team to create strategies that are centred around the voice of the customer.
We'll talk about the challenges most businesses face in capturing unbiased customer feedback and implementing it in wider strategy decisions.
Nick will also talk us through how his support team has been restructured to work closely with product, as well as how Hotjar are now using AI to analyse their customer support conversations and unlock in-depth customer sentiment insights they can act on.
Hotjar's motivation is to not only be good at representing their customer voice, but to be incredible at it and have the best possible product feedback loop.
Listen to the episode to understand some of the things you can do in your business to represent VOC in your wider business strategies, or head to our website to read the highlights.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
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By SentiSumJoin the support insights community here
In today's episode of the Support Insights Podcast we talk to Nick Moreton, Director of Support at Hotjar, about how his team are working in unison with the Product team to create strategies that are centred around the voice of the customer.
We'll talk about the challenges most businesses face in capturing unbiased customer feedback and implementing it in wider strategy decisions.
Nick will also talk us through how his support team has been restructured to work closely with product, as well as how Hotjar are now using AI to analyse their customer support conversations and unlock in-depth customer sentiment insights they can act on.
Hotjar's motivation is to not only be good at representing their customer voice, but to be incredible at it and have the best possible product feedback loop.
Listen to the episode to understand some of the things you can do in your business to represent VOC in your wider business strategies, or head to our website to read the highlights.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
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