Unlock the Potential of Customer Data
The Portfolio Insights dashboard is designed with Customer Success and account team leaders in mind, and can be used by all team members. This dashboard is your go-to resource for:
1. Identifying Risk Trends: Stay ahead of potential issues before they arise by monitoring risk trends within key customer segments. This feature is particularly useful for preparing reports for executive meetings or board presentations.
2. Gathering Product Feedback: Move beyond anecdotal evidence with concrete data. Track consistent themes in product feedback to inform and guide your product development strategies.
3. Monitoring Overall Customer Sentiment: Keep a finger on the pulse of your customers' perceptions across your team’s portfolio, ensuring you’re always informed and responsive.
Carving out your Segments
The first step in harnessing the power of this insights engine is to set your search criteria. Use the intuitive filters at the top of the screen to tailor your analysis.
Important: For optimal functionality, connect and map your CRM to UpdateAI. While the dashboard functions independently, CRM integration enhances your ability to segment data by critical factors like account lifecycle stage, priority, and renewal dates.
Learn how to connect your CRM here. (Visit the Integrations tab in settings to do so.)
Learn how to map your CRM fields here. (Visit the My Workspace tab in settings to do so.)
Filter Options for Tailored Insights:
Insight Type: Choose from Risks, Product Feedback, or Advocacy moments.
Accounts: Focus on specific accounts.
Industry: Segment data based on industry classifications from your CRM.
Lifecycle Stage: Analyze accounts at different stages.
Priority: Prioritize accounts based on their importance.
My Meetings: View trends exclusively from your meetings.
Team Members: Explore trends related to specific team members.
Renewal Date: Focus on accounts with upcoming renewal dates.
Contract Value: Target based on contract size.
Analyzing Trends
We recommend beginning with a high-level view of your chosen insight type (Risk, Feedback, Advocacy). UpdateAI offers a preset list of common categories within each insight type, developed from extensive research of CS teams.
Timeline View: Track how themes evolve over time.
Cumulative View: Identify predominant themes within a set timeframe.
Toggle between timeline and cumulative views.
UpdateAI automatically generates a summary of insights for your selected segments and filters, ideal for sharing with teams or leadership. Important to remember, altering your filters requires regenerating the AI summary.
Diving into the Details
Beyond summaries, the dashboard allows you to access curated playlists of conversation clips, bringing you closer to the true voice of the customer. Save and share these clips for in-depth analysis or quick reference.
The “Watch what was said” button pulls up a shelf of Smart Clips™️ that relate to the category or subcategory.
Smart Clips™️ from each category or subcategory playlist can be saved and shared.
Deep Dive Analysis
For each insight category, UpdateAI generates a list of subcategories, enabling more granular analysis. All features are available at this subcategory level too.
Users can select any category and will see a dropdown of subcategory trends with a corresponding summary.
Answer Every Question
The Portfolio Insights dashboard also includes UpdateAI’s 'Ask Me Anything' feature (top right of the dashboard). Query any aspect of your team’s customer conversations, and the system will provide insightful responses.
Our AMA features preset prompts to help jumpstart your inquiry.
Are all conversations included on the Portfolio Insights dashboard?
No. Only external meetings are included on the dashboard. Additionally, we only present each user with data from meetings that they have access to. This means that each user within a workspace may experience different versions of similar filter selections.