Introducing Dovetail 3.0—new products and features to unlock customer centricity org-wide

Dovetail 3.0 makes it possible for everyone to painlessly transform all customer interactions occurring across the organization into powerful insights that can be used to drive product development, improve sales pitches, refine product messaging, and perfect the user experience.

End-to-end automated analysis

When it comes to analyzing data, some roles have more time than others. A full-time researcher might spend a few days or even weeks on a research project, combing over the data and creating insights. But salespeople or product managers don’t have that luxury.

Our new automation features powered by AI allow anyone to quickly get insights from customer conversations, documents, or survey responses without having to think too hard.

First, our new calendar sync feature connects with Outlook and Google Calendar to automatically pull meeting recordings into Dovetail from Zoom, Meet, or Teams. Customers can also pipe data into Dovetail through our API or by connecting a myriad of data-in integrations.

Simply head to Settings to set up your calendar.

From there, Dovetail 3.0 instantly transcribes (in the case of video and audio), summarizes, highlights, and tags key moments, creating highlight reels that you can share with your team in an instant. Soon, Dovetail will also automatically suggest new tags, redact sensitive data, and even draft insights for you to review, refine, and publish to share with your team.

With end-to-end automated analysis, you and your team can spend less time painstakingly analyzing and synthesizing qualitative data—and more time talking to customers, refining your roadmap, or building your product.

While automated analysis is enabled by default within new projects, our human-in-the-loop approach to AI means that you’re always in control.

Our new automation settings allow you to choose between various levels of AI analysis depending on your needs. To access automation settings, click More (···) within a project, then Magic automation. You can switch automated analysis between Off, Suggest, and On.

Automatic survey response analysis

Instead of combing through an endless spreadsheet looking for themes, Dovetail 3.0 allows you to upload survey responses and map questions. Dovetail automatically creates an insight that summarizes all survey responses, visualizing structured responses as a chart.

This is just the beginning of support for survey data in Dovetail. Soon we’ll also release integrations with tools like Qualtrics, SurveyMonkey, and Typeform to continuously stream survey responses into Dovetail.

Dovetail 3.0’s automation features take the hassle out of analyzing qualitative data, so all you need to focus on is what you’re building next based on the insights from your customer feedback.

Channels

Channels is our voice of customer product. With Channels, teams can continuously stream their voice of customer data into Dovetail—support tickets, app reviews, NPS responses, and more. Channels uses AI to automatically classify data into themes, complete with summaries, sentiment, and full traceability into the original data.

Channels integrates with Zendesk, Intercom, Jira Service Management, ServiceNow, Front, Zapier, and also has an API endpoint available.

While Channels automatically classifies data, you’re still in control. You can merge themes with the click of a button, or drill down further into a particular theme by splitting it. Dovetail’s AI will further refine large data sets into more focused themes. Renaming themes and creating new themes also adjust how our AI classifies incoming data.

Channels also has advanced segmentation and filtering so you can slice and dice data to get to the insights that matter most to you. Whether it’s assessing NPS scores based on a certain product line, or understanding customer pain points based on what plan type they are on, Channels gives you the power to shape your data to find the answers to your questions. No more digging through endless spreadsheets or bugging your one coworker who is an Excel wizard. It’s customer insights, at the speed of AI.

Customers on our Professional plan and above can try Channels for free (up to 250 data points / month), and then upgrade to add more data points.

Learn more about channels or read about how we use Channels at Dovetail to centralize feedback and escalate customer problems.

Ask Dovetail

Another big product update we announced earlier this year was our magic search experience. Since its release six months ago, our customers have queried magic search over 230,000 times, unlocking a whole new way for anyone in the org to engage with customer insights.

In case you missed it, magic search is a semantic search engine, enabling you to search by meaning, rather than by keyword. Magic search can find relevant data and insights, and answer questions for you.

But what if you didn’t even need to log into Dovetail to access all of the rich data in your insights hub? That was the inspiration for our second new product, Ask Dovetail. Ask Dovetail brings the power of magic search directly to Slack and Microsoft Teams, giving everyone instant access to customer insights in a conversational way, right where they work.

Imagine I want to understand the top feedback themes coming through support in the last month. Just ask Dovetail, and you’ll get an AI-powered answer from all the data in your insights hub.

But what about users that are only in North America? Ask Dovetail is conversational, so you can dig deeper into data and clarify certain points. Dovetail parses the context in the thread to provide more refined answers. Like magic search, Ask Dovetail always provides citations to the supporting evidence, helping you build trust in the answers.

Ask Dovetail also includes a new way to hear directly from your customers. ‘Audio insights’ literally bring the voice of your customers to life in Slack and Microsoft Teams. Let’s dive in.

Imagine I’m a Product Manager and I want to keep track of what we’re learning in sales calls. In a few clicks I can configure a digest, and Ask Dovetail will post an audio insight every week in a Slack or Teams channel. It’s a bit like a podcast, where the podcast ‘host’ shares an AI-generated summary of the top themes, and welcomes ‘guests’, which is audio taken directly from your team’s customer calls.

I can set it up to automatically post in certain team channels, and just like that everyone is hearing regular customer feedback that drives the alignment I need to build the next big thing for our customers.

Learn more about Ask Dovetail and read about how Ask Dovetail went from a hackathon project to an exciting product launch.

Ask Dovetail is now available for purchase on our Enterprise plan—contact our sales team to add it to your Dovetail workspace.

Recruit

Dovetail Recruit is the easiest way to keep track of participants in our improved contacts database, as well as find new people to talk to for user research, product discovery, market research, and more.

Dovetail customers on any paid plan now have access to contacts—a lightweight CRM that keeps track of all of your past participants. From one view you can see a person’s contact information, previous projects they’ve been part of, an AI summary of their past conversations, and the data and insights they have shared in those conversations. No more over-contacting customers—you have all of the context right in Dovetail.

With Recruit you can search our global database of three million consumers and professionals, set screener questions, and automate scheduling and incentive fulfillment. Recruit even gives you the opportunity to reconnect with contacts already in your database and add them to your project, so you don’t have to manage outreach in two different platforms.

Recruit is currently available in a private beta. If you’d like to try it out, add your name to our waitlist, and someone from our team will be in touch.

Learn more about Recruit and hear from our in-house researcher extraordinaire, Anahita, as she shares her experiences in helping build Recruit, and what she is excited to see next.

Redesigned interface

To build a customer insights hub that works for the entire organization, we had to reimagine our product experience to make it drop-dead easy for anyone to find the data they need in Dovetail, fast.

In Dovetail 3.0, we’re excited to launch a redesigned interface that makes Dovetail more intuitive and easier to navigate.

Dovetail 3.0 takes inspiration from some of our favorite consumer products, like YouTube and Instagram, using interface patterns that should be familiar to you and people on your team.

Our new global sidebar contains everything you need, and you can now favorite folders, projects, and channels to easily get back to them. You can also hit the New (+) button at any time to quickly create a new folder, project, channel, insight, contact, or more.

Within projects, we’ve moved to a horizontal header to simplify the interface, provide more room for your content, and help new users understand the steps from data all the way to insights. While you still have quick access to advanced features like filters and views, these have been tucked away to help you focus on the task at hand.

You can customize each project to fit your needs. Just click New (+) to enable or disable features within a project like the overview page, charts, tags, or insights. To change layouts and save filters, click Refine in the top right. This is where you will also find any saved project views.

Get help navigating our redesigned interface or read about how our design team brought this new experience to life.

Get Dovetail 3.0

Click your profile photo in the top right of your workspace, then Enable for me. This will only enable it on your account and won’t impact other users in your workspace. To switch back to the old interface, open the sidebar, click More (☰), and disable the toggle.

If you’re new to Dovetail or have created a new workspace, you’ll automatically be using the new Dovetail 3.0 experience.

If you’d like to see these new products and features in action, be sure to save your seat in our upcoming product demo webinar where we’ll show how Dovetail 3.0 unlocks customer-centricity across your organization.