Zapier’s 1,000+ team members have tens of hours back weekly thanks to Dovetail’s customer insights hub

Zapier is on a mission to make automation work for everyone. Founded in 2011, they saw an opportunity to connect the software we use every day to streamline workflows more effectively. With Zapier, apps like Salesforce, Intuit, Google, and Dropbox can integrate to move data between them automatically, freeing up time for users to focus on impactful work.

Head of UX Research Roy Olende shares how Zapier’s internationally scattered teams approach research, as well as why Dovetail has been a game-changer in centralizing customer data, connecting their customer-obsessed teams, and maximizing efficiency through insights that anyone can access—from new starters to leadership.

Zapier, a fully remote organization with teammates in 40 countries, values connecting and integrating software, and their culture reflects this. They rely on intuitive tools like Dovetail, a centralized insights hub, to make well-informed product decisions based on customer data. Dovetail fosters collaboration across continents, empowering everyone at Zapier, from product managers to executives, to make informed decisions. By democratizing research, it allows teams to get closer to their customers, whether through senior leaders watching highlight reels or new starters hearing product feedback for the first time. Dovetail seamlessly brings research to all Zapier team members, wherever they are.

As a fully remote company, Zapier team members often struggle with processing and retaining information shared through numerous documents and platforms. Dovetail combats this mental overload by consolidating and organizing data into simplified insights, reducing stress for Roy and his team.

By centralizing insights in one accessible platform, Zapier saves tens of hours weekly, allowing teams to focus on what truly matters instead of searching for customer data or duplicating research. This streamlined access to data accelerates learning and product development, ultimately leading to decisions that delight their customers.