Question

Tracking feature tags for voice of customer

  • 16 June 2022
  • 1 reply
  • 192 views
L
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Hi, all!

 

I help run Voice of the Customer at my company and we record all of our Customer Success calls with Gong. We currently track feedback in our product via feature request tags (we have about 700!) that we relate to specific customers in our home grown CRM. Right now, we manually tag customers based on emails, Gong calls, Slack messages, etc. and I am trying to see how we can automate this process.

 

I know the trackers exist, but there aren’t necessarily always phrases or specific words that correlate directly with a feature request tag. I would love to be able to capture more complex feature requests and feedback snippets ideally by flagging them automatically, or alternatively, capturing them manually after the call, using our existing feature tag nomenclature. Then, I’d like to have that pulled into our product (more of a nice to have!). 

 

Any tips? I’ve seen some similar questions, but not something specific to using tags in this way. 

 

1 reply

Andrew O'Driscoll
Userlevel 5
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Lillie, I’ve heard good things about your Notion product as a current customer uses it. 

In summary, you want

  1. A way to tag Gong calls meeting certain feature request criteria using the same tags used in Notion and 
  2. A nice to have is to update Notion with the tagged call. 

 

Taking the “a” part:

Have you looked at Streams (in Library) as a way to identify calls to tag? This has the potential to identify the calls that you would the need to tag manually. What I like about Streams is that it will show exactly in the call where the criteria were met so you can right click on the link to open up the call and apply a tag. 

This example shows the result of a Stream looking for the word “meeting”

 

“using our existing feature tag nomenclature”

You would need to copy/ type your current feature tags in Gong as there is no way to pre-load them as available tags.

 

Automatic tagging sounds wonderful, but the Gong API does not currently support writing comments. 

 

Taking the “b” part:

Assuming the applied tags are Public Comments, you could run a process outside of Gong using the Gong API (/v2/calls/extensive) to find calls with public comments matching your Notion tags, and then write against the Notion API using Gong information. 

 

 

 

 

 

Founder, Growment.

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