Insights

Embed the voice of the customer directly in your Opportunity Solution Tree

Vistaly helps product teams understand their customers’ biggest problems and pain points by aggregating learnings across discovery interviews, sales calls, customer success touchpoints, and user submitted feedback.

Insights enter Vistaly from two primary sources:

• Interviews: Long-form conversations with customers/users/prospects to understand their problems and uncover Opportunities.
• Product Feedback: Smaller problems, pain-points, and feature requests pushed from sales/support/customer success teams, or directly from customers.

Insights are the evidence that support Opportunities

If you’ve used something like Miro or Figjam to create opportunity solution trees, you’re probably felt the pain of having the first-party evidence for your opportunities live in a different tool.

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.

Insights Rollups

It can be extremely usefull to have a roll up view of insights, so you can get a broader 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.

Navigating to the Insights Repository

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.

Interviews

Interviews are for capturing learnings from discovery interviews, sales calls, customer success touchpoints, and usability testing sessions.

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

• Interviewers: the people on your team conducting the Interview. To participate in interviews, colleagues will need to have Editor Access to your Vistaly account.
• Participants: the people you are interviewing and the company they belong to.
• Interview date: interviews are sorted by date by default on the “Interviews Page”.
• Video recording: upload a recording of your call, and the AI Discovery Copilot (more below) will help you capture the learnings from the call.
• Notepad: a collaborative text editor for taking notes during the call

The AI Discovery Copilot

Upload a recording of your call, and the AI Discovery Copilot will:

• Write a quick summary of what was discussed during the call
• Identify problems, pain-points, and unmet needs (a.k.a. opportunities) raised by the customer
• Find cards in your opportunity solution tree that are related to the opportunities raised by the customer

Using the Notepad with Multiple Interviewers

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

It’s a great practice to take your own notes during the call, and discussing what opportunities you heard with the other interviewers. Don’t just rely on AI to capture everything.

Creating Insights

With the AI Discovery Copilot Insights

When you upload a recording of your call, the AI Discovery Copilot will automatically create insights for the opportunities raised by the customer.

Manually Add Insights from the Transcript

If you’d like to manually create an insight from the call transcript, you can do so by clicking the + button next to part of the transcript that you’d like to create an insight for.

Manually Add Insights from the Notepad

To create insights from the notepad, highlight the portion of your notes and select “Add Insight”.

Attaching Interview Insights to Cards

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 are single instances of customers expressing pain points, needs, or desires.

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

AI Suggested Matches

If you approve a suggested insight found by the AI Discovery Copilot, it will look through your workspaces for cards that are related to the insight.

Search to Add

If the Suggested Matches don’t look right, or you’re manually adding an insight, you can search for the card you’re looking for. Search supports filtering by card type and workspace.

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.

Customer Feedback

Sales, support, and customer success teams are constantly talking to customers. And customers are constantly engaging with your product. Having a way to proactively funnel that 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.

Feedback Inbox

When someone from a the sales/support/customer success team adds Feedback, it lands in the Inbox.

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

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.

Import Feedback Via CSV

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.

We have a ProductBoard notes importer that can be used to migrate your existing ProductBoard notes into Vistaly. If you’re using another tool, please reach out to us and we can help you migrate your data.

Make It Easy For GTM Teams To Share Product Feedback

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.

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.

Feedback Browser Extension

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

Forward Feedback From Other Tools To Vistaly

If your team is currently using something like Google Forms, Airtable, Typeform, etc. to collect feedback and you’re not quite ready to move away from that, Vistaly has a Zapier integration that allows you to forward Feedback from other tools to Vistaly.

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)

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.