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The Insights Repository

The insights repository is where all customer insights are collected and available to use to understand and prioritize what to build.

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Insight Sources

Customer insights can come from one of two places:

  • Customer Interviews: Customer conversations designed to answer questions and uncovery opportunities. They are conducted by Product Teams to discover the best ways to deliver thier outcomes.
  • Customer Feedback: Feedback is shared with Product Teams and comes directly from customers or passed along from GTM Teams – like sales, support, and customer success.

You can navigate to the Insights repository page by selecting the Insights link in the top navbar.

Once on the interviews page, you can see a list of recent and historical customer interviews and feedback.

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Attaching Insights

While Vistaly supports attaching insights to any Card Type, most of the time they will be associated with Opportunity Cards.

Here are the differences between insights and opportunities:

  • Opportunities: the “synthesized” version of a customer pain points, needs, or desires.
  • Insights: the individual instances of customers expressing pain points, needs, or desires. The underlying evidence supporting opportunities.

Opportunities can contain multiple insights, while insights standalone

To create and attach insights, highlight the portiion of your interview or feedback and select “Add Insight”.

After insights are added, there are two ways to assoicate them with opportunities in the tree.

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Search to Add

Once created, you can search for Opportunities or select “Find In Tree” to navigate the tree.

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Find in Tree

Find in tree is great when you’re unsure where the insight fits or if you need to add a new opportunity before attaching the insight.

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Customer Interviews

Interviewing current, potential, and former customers is an effective way for product teams to gain deep qualitative insight into customer aspirations, needs, and pain points.

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Conducting interviews

When you create an Interview, there are a handful of fields to be aware of:

  • (A) Interviewers: the people on your team conducting the Interview. To participate in interviews, colleagues will need to have Editor Access to your Vistaly account.
  • (B) Participants: the people you are interviewing and the company they belong to.
  • (C) Interview date: interviews are sorted by date by default on the “Interviews Page”.
  • (D) Link to recording: it’s common practice to use recording tools like Gong or Fathom. The Interview has a spot to link to the external recording so people can access it for further context.
  • (E) Room to take notes: paste transcripts or generated summaries and write your notes in the body of the Interview document.

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Multiple Interviewers

If you have more than one interviewer on a call, the interview document has a built-in multiplayer experience for taking shared notes during the same Interview with your colleagues.

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Customer Feedback

GTM Teams are constanly talking to customers. And customers are constantly engaging with your product. Having a way to funnel proactively shared feedback to Product Teams is a great way to keep your finger on the customers pulse and identify customers to reach out to for interviews.

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Feedback Inbox

When someone from a GTM Team adds Feedback, it lands in the Inbox.

While only Editors can interact with customer interview workflows, anyone with Vistaly viewer seat can submit feedback. Once feedback is shared, only editors can attach it to cards in the workspace view.

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Getting to “Inbox 0”

When you create an Insight from Feedback and attach it to a card, the Feedback is automatically marked processed.

If you get a piece of Feedback submitted that isn’t particularly relevant, you can remove it by marking it as processed.

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Importing Feedback

If you have existing customer Feedback, you can use the CSV importer to migrate Feedback into Vistaly.

To import via CSV, head to the Inbox and click the 3-dots menu.

Download the sample CSV file to see the format needed to properly import your data. Here’s everything you need to know about the uploader fields:

  • feedback_body: the actual thing that was said that you would like to capture
  • feedback_captured_date: the date that the Feedback was given
  • feedback_url: if the Feedback originated from a customer support tool, include the link here
  • feedback_sharer_email: the email address of the person who gave the Feedback
  • feedback_sharer_first_name: the first name of the person who shared the Feedback
  • feedback_sharer_last_name: the last name of the person who shared the Feedback
  • feedback_sharer_organization_name: the name of the company the Feedback sharer works for
  • feedback_sharer_organization_website: if you add a website to Feedback organizations, we’ll auto-group future Feedback givers with a matching email domain to that organization

If you have any existing Persons and Organizations records in Vistaly, we’ll try to automatically associate imported Feedback with them.

Not all fields are required!

If you don’t have all of the data supported by the uploader, that’s fine. Upload what you have, and the uploader will walk you through any errors it encounters with your data.

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Integrate with Exsiting Workflows

Getting GTM Teams to log into Vistaly each time they want to pass along Feedback can be challenging.

Vistaly has a few helpful integrations with third-party tools that make this easier.

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Add From Slack

Once you’ve added the Slack Integration to your Slack instance, there are two ways to add Feedback from Slack.

Add Feedback using the slash command (/vistaly)

To add Feedback using the slack command, type /vistaly feedback and send the message. This will open the form for adding a new Feedback.

Add Feedback using the Slack message menu

Select the three-dot menu next to the message you’d like to convert into a Feedback. Creating a Feedback using this method will automatically populate the Feedback with the body of the Slack message.

Both methods of creating Feedback will open the Feedback form.

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Feedback Browser Extension

After installing the Browser Extension, select the Vistaly extension icon to add Feedback.

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Persons and Organizations

Feedback without context is a missed opportunity and less helpful when prioritizing in your workspace. To get more out of your interviews and feedback, create a clear snapshot by capturing:

  • Who the subject of the Interview or Feedback is (In a B2B context, you can include the company they belong to)
  • The internal team member who interviewed or passed along the Feedback
  • The date the interview was conducted or the feedback was collected
  • Where readers of the Insight can go to learn more about the interview or customer (call recording or CRM record)

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What if we are a B2C Company?

If you’re a B2C company and it doesn’t make sense to group people by their company, you can turn Organizations off in Advanced Settings.

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Viewing Insights

When insights are attached to cards in the workspace, the insights count displays on each card. Selecting the insights icon will open the insights tab and display all attached insights from customer interviews and feedback.

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Insights Rollups

It can be extreamly usefull to have a roll up view of insights, so you can get a broder picture of exactly what you’re hearing from customers within any branch of your workspace.

Select any card, and view the insights tab. Directly attached insights will show at the top, and “Nested” insights will show below, along with the cards those insights are attached to.