No, I think it's good. Martin's Martin's boyfriend is good as well. So you're Abby.
Hey, Martin. How's it going?
Good? Thank you. How are you
really good? I mean, I think, like, off the bat, not to, like, dive into things too quick, but I think everyone's been really excited with these reports you guys have been generating.
That's great. I spent like, two hours with Ben yesterday, which was great. Yeah, he said the feedback was good. Can I just say also your background is so Florida, like, it looks amazing.
It, you know, I cannot complain, although, like, strangely, you mentioned, like, having really bad Wi Fi in Midtown yesterday. Maybe it was Monday they shut off because there was, like, some sort of Tropical Storm. They shut off all our power and all our Wi Fi. And I was like, I'm sorry, guys, like on hot spot, so I feel free.
Whereabouts in Florida? Are you?
I'm in Miami.
Oh, nice. Okay, I was there this time last year. Yeah, it's awesome. Okay,
very nice. Yeah, hopefully New York's treating you well.
It's good. I'm like, running around, as we say in Ireland, I'm running around like a blue arsed fly. I don't know if that phrase translates. It's like, I'm just, like, jumping in and out of some ways and trying to meet everybody and stuff. So it's good, it's good. But actually, the weather's been crap, which is annoying, but has it been like, raining? Yeah, it's been raining and overcast and just like a little cold, so, but it's fine. So
sorry. I promised last week. It was like, quite lovely. I
know I saw, I saw, so you live in Hell's Kitchen, right? So you're probably, you're not that far from where I am. I
know it's like, you know, it was a choice when I made that decision,
yeah, but
I'm like, close to the water, so it's much better. I mean, Times Square is my subway stop, which is unfortunate, but
yeah, yeah, that kind of sucks. Yeah. Mine is Brian. Brian park down by the by the library. Cool. So thank you so much for coming on. I just realized I put this in for an hour. Sorry. I don't expect to take up that much of your time. Really. Just wanted to get your feedback, get your ideas what we can do to make this better. We've been pushing a bunch of updates on the back end to just make this all much more automated. Like, like, basically with the reports. What we're realizing as we work through this is like, they all they need to be more automated and more insightful, and so like, that's just constantly going to be on our roadmap to do that. What we've realized from working with you guys and some other folks is that this reports feature product is really going to be our first product, I think that we launch into the market, kind of like I said it and forget it like no work required on behalf of the company. What we've learned from the Q A interaction, which we've all but retired, is like, people don't want another tool to go in and, like, onboard and figure it out. They just want to, like, honestly, they just want to get the important shit sent to their email or sent to their slack account. So I saw that Ben had made an announcement in general, and a bunch of people joined. So we'll have more eyes on the report on Friday. Martin, maybe you want to pull up the last report just to give us a little bit of context. Yeah, sure, just to kind of go through and see, like, what's helpful, what's not? Like, is it uncovering stuff you didn't already know? Like, how could it be better? Like, don't hold back, rip it up, rip it to pieces. Like,
I think, like, a couple things off the bat, because I was thinking about this was, like, I think your statement on the Q, amp a not being the biggest, like value add compared to like the report completely tracks with what the way that I've used centric so far, like, I'm sure you can see my logins are very low in terms of, like, asking those questions to that like interface. I like, I don't see myself doing that, but I actually have reviewed the reports quite often. I think I've reviewed every single one and read like every piece. And I think they're like, they're actually really, really helpful. And I think they're like, a few things that are like on my wish list, like, I love the idea of having like over time tracker, right? So some visuals there that also like, show us how things change week to week, and like, how they stack up over the last, like, month, for example. And then I think there's like, one little piece that I think would be really interesting to add that I don't know how it would work for you all. Maybe you'd have to, like, integrate with, like, our stripe, or maybe we just need to do a better job of maintaining hygiene and Salesforce or something. But it would be super cool if we could differentiate between the feedback from people who are, like prospects checking equals out, and then like actual clients, because I think in some cases, we will have like, some feedback that's like equals is really hard to use, and then it's like equals is really easy to use, and so it feels contradictory, but it's because of like, who we're having the conversation with, if that makes sense,
makes total sense, so we actually did a small step in direction of that one. This works, yeah, at least to get a sense of like, who is an actual user that is saying this, or who is just a prospect that just jumped on a call the first time and then gave some feedback, which, which is, requires us to have some sense of, like, what type of person it is, but, and then the next step would be to connect those persons with your CRM so we have a sense is that a paying customer? Has it been a paying customer for two years or one month? Yeah? Yeah, definitely. So, yeah, just pulling it up here. I'm just trying to make some some notes here. So the other thing you said was, sorry,
Martin, I just said, I just started a linear ticket. So let me send the link to you. Oh, awesome.
I was just about to do that goes directly into the backlog there. Abbey. When you say something,
I love it.
Okay, there you go, Martin. So, so, yeah, so let's deal with that, first one of customers versus prospects, and then tracking items over time. Ben had the same thing, actually, which is interesting. So, so customers versus prospects, so we can pull anything, I guess. Do you guys have one source of truth for that, because my scent, my instinct, is actually, it's split across stripe, intercom and Salesforce.
Yeah, I I want to say that we keep intercom up to date. I mean, like, I know stripe definitely has that information. I'm notoriously I recently started helping out the sales team with like, little, small things like outbounding. And I'm like, terrible at keeping Salesforce up to date, so I wouldn't trust that, to be honest. Yeah,
I would just share your stripe so we can have a look and just see, like, what, what it looks like.
Yeah. Do you mean just like the stripe like interface here?
Yeah, can you go to like, a customer list or like, because your prospects are going to be in stripe, right? That's what I'm thinking. So, so we may actually let me see if I can. Could be a case where we
yeah, let me share my screen really quick, so it should look just like this.
So these are companies,
yeah, so these are, like, all of our customers right now. Some of these will have like customers that are no longer customers. So if I were to click in here, it'll say, like, they don't have like an active subscription anymore. And maybe there's, like, an easier way for us to provide this information. Like, I'm I'm fairly sure, certain that this is something that we tag in intercom.
And does it come through attributes?
Yeah, I feel like there has to be. I like, normally we just rely on like users.
So, yeah, I never had so when we set up the the intercom integration, we focused mostly in pulling, well, the conversations and also just an idea of who the person is. And I do know that there is like custom unspecified fields based on what CRM they're connected to. So it could be that we could actually pull it from that day, or at least ask for it.
Let me as like an action item on my end, let me find out where we're tagging that and what, like our most reliable way of figuring out who those people are, so that I can get that back to you guys.
Yeah, that'd be awesome. Yeah, so they know exactly what I need to go and look for
who on your team is responsible for intercom management and Stripe management is that? Chris?
Yeah, I think I'm probably running the intercom management. So I should know this. Chris would definitely be our stripe
person, yeah, because, and maybe we could just go back and distract for a second, because I'm just thinking we might be able to just send you a list, because you'll have those two connected already, right? So it'll just be a case of populating some custom attributes in intercom, which they've made pretty straightforward. So I'm guessing it's like active subscription, true or false. Like, time since sign up intercom can set in days if, well, if I remember correctly,
yeah, I feel like the only out to stripe is, like, for people who are billing outside of stripe. So like, bill.com There's always like, those nuances. I don't know if they'd be captured in stripe, but let me get back to you, because we should definitely have some kind of place where we're tagging this, yeah,
or else it'll be an equals, right? Because you guys do, obviously, you do your ARR reporting in equals, and I'm sure you can dice that down per customer and like time of customer, so you may have a dashboard or something there that we could periodically pull from how, how are your APIs on equals for sending that information out of equals? Because obviously, you guys focus mainly on pulling it in, right? Yeah,
I don't think we Expo and, well, I know we don't really currently expose our APIs to anyone at this moment. I don't know if that's something that, like, we could make an exception for, or if there's, like, a specific reason why that would be very difficult, but I am looking here to see if I have, like, paid as a filter in intercom. I'm like, almost 90% sure that this is going to be something we can find in intercom.
Okay, okay, yeah, I think intercom would be the easiest source, but it's just if it's correct or like, yeah, you know, like that example, they were close because we'd seen a bunch of stuff, a stuff from Nick and actually, having read through all of the transcripts and comments, I didn't pick up that he had actually canceled his subscription. So that's interesting, yeah,
yeah, I know why, but like that, that's other commentary. Okay,
so, but it's like, that's the that's the stuff systematically we need to try pick up, right? It was interesting for the first two reports. When we did the first two installments, it ended up being 12 pages of reports. And just for fun, we pulled the original records of everything, and it was 808 pages of content that that distilled down. And there was a few topics that came up that I just want to see if they resonate with you. So so we've got this word preview right now where we actually have read every single conversation and call transcript that you guys have had. And so it's a little manual on our side, but, but a few of the things that came up were, I guess, like two points, or Yeah, two points. The things that are coming up in our in, like, a lot of conversations, is trial periods. Second is a desire for more customer testimonials and proof. And then there's a whole bunch of commentary around functions, right, particularly lookup functions. So as we go through all of the interactions like we see these as being like the most talked about things. Does that resonate with you? Are we? Are we missing some
No. I mean, I think that, like, really applies to folks that are, like, prospects, right? Like people that are coming to eat, yeah, okay,
interesting. So, so it's probably a different set for customers, yeah? And obviously we can't tell who's who right
I think so. I think so, because like, customer testimonials are like, current customers would never like I have for that. I think to the lookup functions, there could be, well, I think that people coming to equals aren't necessarily asking about, like, do you have index match? That's part of our like script that we kind of go through when we're giving a demo, we're like, oh, look, we do index match if you look up. So, like, maybe that's where we're getting some hits on all of these, like functions. I do think that would fall in the bucket of, like, existing customers sometimes run into hurdles there because our formulas can't take, like, a raise in functions. Or they're like, structured like Excel, and they're used to Google Sheets or whatever. So I would say, like, yes, that that one resonates for, like, active customers, not so much.
Yeah, that was my sense of sorry, because, like, a prospect isn't actually going to have the context to understand about lookup functions until they get in. We saw a really interesting case where they were having a challenge with the lookup function, they said, but they pushed it out to excel and pushed it out to Google Sheets, and it worked there. And so then they were able to surmise that it didn't work. So that was an interesting thing. So yeah, pulling that, pulling that information, and then Martin, I guess on our side, we would then on our person and Company Profiles, we would need to be able to put push in some attributes, whether customer prospect time, time since sign up and stuff like that. Yeah,
I just have actually a couple of kind of follow on questions there, because it makes perfect sense that, when we pull out, that this person exists and is a part of this company, ideally we would have that structured person name, email company, paying customer, etc, etc. And we started, we're starting down that road, and we'll really have some of it. My big question is, what do you want us to sort of do with that? So in the end, we are still going to have a lot of, like, interesting insights or quotes, but should it be then structured based on that? Should it be added that, hey, just like a small load, this is a paying customer, or how do we imagine kind of putting that information into action? Yeah,
I kind of think that. Like, I really so I guess I'll take a step back and then answer your question. I really like how you're pulling like, it's clear that your system is pulling out the right threads. Like, I'm never reading something, and I'm like, this isn't feedback, if that makes sense. So I feel like it definitely is picking up the right stuff. I think what would be interesting is organizing it such that, like, there is a section that is dedicated to like prospects, like, what makes us win, and then why do we lose, right? And then you could even go, like, the next step down, which would be like, trialing prospects, right? Because some of these conversations are like, initial impressions of equals. They've never actually, like, tried the product. Then they like, go one step further right, and they're in this like build phase where they've actually seen a model, they've used it for a week, and they get to like, then decide whether or not they're going to buy and then the final like section would be those people that are actually paying.
Yeah, that's super, super interesting to map it to your journey. Because, yeah, I I'd forgotten that that's what you do, right? People sign up. You commit to building them out one model, and you come back in a week and they have it, and then they decide if they want to buy, right? Yeah. So you got prospects, trialing prospects, and customers are those, your are those, your stages, any others? Yeah,
I think that's, like, the best way of breaking this down. I also think that's like, really interesting, because that's the kind of like, slice and dice I would like to apply to, like, the feedback I'm tracking right now that I just have not gotten around to, and again, like, now I'm starting to see sort of like upstream, right? Because I'm helping out with some of these sales calls. So now I'm, like, actually sitting in but before that was like, totally unknown,
yeah, okay, so in that division, obviously you don't have a field somewhere that's called this is a trialing prospect. How would you infer that from we get in a gun conversation. We basically just know it's onboarding call with Eric. Um, yeah.
How do you how do
we reliably infer that this is actually the follow up call after you've built the model, and we should put it in the bucket of trialing prospect, yeah, if that is what we call it,
yeah. Okay. That's where Salesforce is actually going to help. I mean, like, I'm not perfect at updating Salesforce, but I would say that, like, we definitely, Chris has like, a super eagle eye on that, and he makes sure that by Wednesday every week, that thing is in perfect shape. So any opportunity, so any contact that's associated with an opportunity that has gone beyond the like meeting scheduled stage would fall into that bucket. I would say, okay,
so we can identify well.
So, so why is Chris reporting that, pulling that from Salesforce into equals to report on it? Is that what? Okay, so, so you must have a stage in Salesforce. That's trialing prospect, yes. Okay, all right, so there's a field somewhere, Martin, that's and
I'll follow up with you both in our Slack channel, saying, like, this is where you can find all of these characteristics for everyone,
right? Yeah, that would be awesome. And then we can figure out how we do that, pulling from Salesforce is going to be really hard for us, because they're just such a nightmare to integrate with, and it'll take, it'll be months before they approve us, you know, you know the game there.
It might be easy for us to push into intercom.
I think that, yeah, I was going to say, like, like, everything going into intercom as a source of truth will be the best way, because we're already approved, we can just update the fields. We may need them to reapprove us, but they're really quick at doing it, and we have some context inside that can help expedite it. So I think that would be good. We won't get it. It's not going to happen by Friday, but, but we can definitely work on that. Okay, so that was customers versus prospects. If there's nothing else there, I would like to go to tracking items over time. And then you mentioned, like organizing sections dedicated to prospects in terms of how the report is actually formatted. So we would come to that after that, but tracking issues over time. So you share, you showed us before graph that you generate from your equals sheet, and I think you presented in a team meeting. Does that track over time? Or can you? Can you show us that example again? So, yeah, see
maybe I can walk you through my process a little bit here. Let me find this thing sometimes. Arc, okay, give me one second.
You're an arc user.
I'm an arc user,
interesting.
Are you anti arc
pro art? No, we, we so when we were doing our non compete and lock up periods from our last sale, we myself and Martin, spent time just building like, six different products together for fun and, like, in areas we were excited about, and we we, like, started to build an arc competitor, but it was, like, unbelievably complicated. Yeah, we know that world
that's cool, that's really cool. Yeah, I've, I feel like there was an adoption curve, but now I'm very bought in.
Okay, interesting. Yeah, it's a it's a lot to get used to,
yeah, but it was so trendy, I saw it everywhere, and now I'm used to it. So, yeah, cool. So I'll walk you through my process super quickly. You guys can tell me if any of this is helpful, or have me fast forward if it's not. Basically anytime I'm on a conversation with a paid customer, so I'm not generally tracking prospects, and if it is a prospect who has valuable info, I will, like tag it as such. So I'll like put that before the company name, so that when we like, double click on anything, I know that they're a prospect and they haven't necessarily bought I tag it in the categories that we've, like, arbitrarily decided are relevant. And then, you know, obviously I'm dating all of this, I have, like, subcategories. So sometimes there are things that come up often, but they're kind of like, it's sort Yeah, again, it is a subcategory. So like, dashboards one would be like, we've already released dashboards, and had a ton of feedback there. So this would be dashboards. One, right? Folks aren't asking for a net, like, the idea, or the concept of a dashboard, but they're saying, like, hey, we actually, like, want, you know, sell references in the dashboard, little things, right? Okay, so I kind of do all of that. You
said someone in the company, oh, this is different differentiation. Okay, so, so your category here is, is, is a combination of product functionality and go to market, like, success, right? Like, it's kind of like you've got integrations and then you've got differentiation. So it's kind of, it's two kind of buckets. Yeah,
this is like, this like Category field is a little broad, and I think it was, like, maybe a little more pointed before we actually had dashboards, and we were really selling ourselves as like a spreadsheet, versus now, where we're a reporting tool, right? But like, a lot of like fundamentals are like, anything that's fundamental to a spreadsheet that you would find in any spreadsheet, differentiation is anything that is like, not traditional to a spreadsheet. So I guess it could even be like BI tool esque versus spreadsheet. And then, you know, their integrations that are sort of their own thing. Usually it's like either something nuanced like this or like a net new integration we don't offer, and then performance would be like, speed feedback.
Okay, okay, so Martin, just on that. Do you think we should pull these in as tags?
I was actually just, well, we did this like, kind of comparing and trying to check if the ones that you have for charts, because we have the tag charts in there. So it was just wanted to see if there's an overlap, if we caught the same things. But what we probably need is is a better definition of when we should use charge or not. But yeah, we definitely should replicate that. But most of these, I remember we looked at it earlier, there is a good overlap of the text that we currently have to your subcategories, and
I think your tags are probably better because my subcategories are a little bit of a way, they're probably too wordy in some, some sense.
So if you said to somebody dashboards, one would anyone else in equals understands what that is? That's a great
question. So typically what we do, like, on a weekly basis is we'll review like whatever the feedback was for the week. So I make this look a lot better, don't worry. But we basically go through and we're like, Okay, awesome. William at intercom wants line breaks in a cell, right? And they can see that the tag is fundamentals and, like, if we were to do dashboards, we always give like details. So we're like, actually, they want date filters on the dashboard. So I think folks would know what dashboards one is, but it's sort of like a bucket item for a bunch of things, okay?
Because one of the examples we looked at before was query experience two, yeah, right. So is that how you guys do it? You have like, so dashboards is just like your first launch of dashboards, and I think you've literally just launched dashboards two, right? Is that
right? Yeah, so dashboards one is actually feedback on dashboards to launch. I know, I know it's confusing, but I promise there's, there's a method here. And like, what folks can do is anyone can come in and filter on this, so then in details, you'd see everything that is a part of like, dashboards. One
got it. Okay, all right, cool. And
then, like, what I like to do is I can, I have this like, kind of janky setup here because of different ways that equals works, but I have a pivot table where I can expand the range of data so I can actually toggle what dates are included here, and it's just doing, like, a simple count of, like, all of our subcategories, right? And then what I do is to figure out, like, what the top subcategories were for the last 12 weeks. I'm taking the most common right subcategory. So this is actually like looking straight at that pivot table, pulling the top sort of feedback there and then aggregating over the last 12 weeks. How much of these come up? Does that make sense?
Yeah, it's like a heat map, yeah. So my it makes perfect sense. My biggest struggle there is kind of aligning on the buckets, like the definition of when does something go into this bucket or another bucket? And also your buckets kind of go through an evolution almost on a month by month basis, right? Because at some point there's going to be dashboard too, I imagine, or I Yes. So I'm wondering what the the best way, really, there's only kind of two high level ways of tackling this. There's either predefined categories, like somewhere where you set it up and then you maybe add a new one dashboard to give it a definition and be tack that and apply it, or there is a kind of another approach, which is like you try to or to generate the buckets based on what is really similar. We just know from experience and looking at other people doing this that actually doesn't really do it the way that you want, because there's too many nuances, like things that look like they're different, but they're actually not, and vice versa. You just intuitively know, I guess at this point when it goes into dashboard one, because, you know, so that's just to try and help me get a better understanding of that so we can solve it later. Your process for that, and now I'm just speculating here. So correct me if I'm wrong, but it's because you have a deep knowledge of the product, everything that you're working on. You see, basically someone is speaking about this feature, and you map it in your head back to not only what part of the product it is like, it is the filter part of the page. You could even screenshot that, but also knowing what happens in there, but with the team. So, yeah, we just pushed that a month ago. So there's like, two pieces of crucial information in order for you to categorize it correctly. It's like, what are we working on, and where on the page or in the product? This is, is that? Yeah,
I think that's spot on. And like, if that was something that, like, we needed to keep up to date, like, a little like, Library of like, what the relevant tags are and like, what fits under those tags. That would be awesome. Because, like, I think, to your point, the reason why, like, like, for example, the way that dashboards one came about, if that makes sense, is we had a ton of feedback, and it was all categorized under Reports. And this was like, when we were just a spreadsheet, we had no dashboard functionality. Reports was, like our number one thing. We built dashboards. And so then we started getting a ton of feedback around dashboards. So that's was sort of like the new frame, right? And then we launched dashboards too, right? Which is just like edits two dashboards, addressing dashboards. Now we have dashboards one, right? Makes sense? Yeah,
it does.
So
is there any, do you have any internal documentation and notion page, or something else that kind of has the same categories that you keep updated? Is there anywhere where I as a person, or even better, as an LLM, could go and look and get a sense of, hey, it looks like there are these categories with these subcategories.
So there isn't, but I'm happy to pull that together.
Okay, yeah, well,
it could be a lot of work. Do these correspond to anything in linear,
not like, not super perfectly, to be honest. Like, I think, I honestly think it wouldn't be too hard for me to pull together a little doc to give you guys, like mappings on what these sort of mean.
Yeah, because I'm thinking linked to what we discussed that like you don't expose APIs. So there may be a thing where, when Chris pulls his report on a Wednesday, which is like, hey, here are definitive stages of prospects, trying prospects and customers. There may be just a file you guys send us once a week that it's like, Hey, here's our customer Snapchat as of Wednesday, and here are the tags that that we're actively using, right? It could just be a simple equals worksheet that we have access to, and then we could just pull that in order to generate the report on Friday.
I'm a little bit hesitant on that. Hugh also, just because, in the sense of trying to keep this as set it and forget it, this goes down like a lot of dependencies, and someone fucks up or is on vacation, like the report becomes worse. Just to give a peek into kind of our thinking that we were discussing earlier, it's, it's the idea of building a kind of a context engine inside centric and what it would do is it would, it would basically just build an understanding of all of the components that are in your system based on your documentation, both internal and external, like on the web page. And whenever something updates, we just pull that in a kind of a big, kind of database, indexed and everything intact. And we would use that as context whenever we see some new data. This is kind of future line, but that's why I was asking, like, where should we go if I was a new employee and I was to kind of do this work, like, Where would I go to get a sense of how, how I should categorize this? Do you I am? Yeah, I'm just thinking a lot here. If you have any plans of, like, some sort of like user documentation page in the future as well. On your side, it's like, Hey, this is all of the functions that we have, and all the pages and you and like user guides, well, they have that.
Sorry, you guys have
that documentation right in your help docs, right? It's all there,
somewhat. So, like, I guess, like, there a couple things come to mind, and I'm just gonna like voice them, in case any of this is helpful, I think, like, in terms of some of the categories in linear that could be helpful, because, right, we have all of our like, new feature builds in linear tagged, and then we also have like bug tickets tagged, and we do distinguish like for each bug, like, whether it's a charts, whether it's a pivot table, whether it's a so I think that sort of gets to some of these categories and maybe is helpful, or like an interesting overlay on what you guys report on. I think like, in terms of like, these specific definitions, I can definitely make a doc in notion that like keeps that up to date and just kind of, like, defines what all of these mean. I really don't think it would take, like, way too long, but we don't have that as of today. Like, if there were a new person to come in and, like, work for us, I would have to, like, manually, just like, tell them what all of this
is, yeah, which is what's going to happen right for a good while. So that's why it's the way that it is, yeah. So I think it's probably worth, worth definitely taking a peek at the notion page, if you could do that, and then we can see the, you know, does that make sense to keep up to updating that going forward? Or is that a pain in the butt for your for your workflow?
So maybe, yeah, as a suggestion, also, because we're kind of high flying. So if you make it super concrete, if you come with the page of saying, Hey, these are the categories that I'm using, this is what defines them, just short text. What we can then use just, let's just apply it, and then, and then, basically what we will then have is, like all of this data cross sectioned in a sense, like we have all of these insights. They come from different data sources, ideally from different types of people and in these different categories. And then we just try and build some charts like we can even export as a CSV, and we can play around with it in in equals, and just sort of like iterate on a way to this, this view that you're you're looking for there, and
Martin, it'll mean that when we generate the report underneath the insight or the quote on the report, we should actually notate the tag that was used. Yeah, yeah, we could easily
do that. The thing is to report right now. It's kind of like two worlds, because the report is the most interesting part that we're pulling out, whereas this is a look at all of the data and see its trends. So it's sort of two different reports. So I guess we would have to put some time in here to figure out, like, how do we want to report on the more of the trending side of it, where we have all data and not just the most, most exciting stuff or interesting stuff?
Yeah, okay, that makes sense. Okay, so let's start with the notion page. We'll pull that in. What we'll then do is we'll reprocess all of your interactions macked to those, and that should give us a good view, and we can show you what the output of that looks like. Okay, so tracking over time was one thing. Sorry, we kind of got derailed from that. So, so how do you share? How do you show that? You say, Okay, there were number of things in dashboards one last month, and now there are this number. Is it just simply a count?
I think, like, what's nice about my setup is I can toggle time, like, if I wanted to see like, all time. What is the most requested thing I can just, like, select all of those dates. And the way that I'm like, doing it is I manually sort of unselect the things that we've already built so, like, irrelevant feedback is gone, and we can see, like, an all time view. Or if I wanted to share, like, you know, just this week, I could slice and dice that way. I also have, I guess, I can share these visuals really quickly as well. I also have things broken out by, like, subcategories, so I can, you know, this isn't that helpful, but like, if I wanted to see, you know, differentiation integrations, performance fundamentals, you'll see that we had a spike in differentiation requests, probably when we released dashboards. So folks had that top of mind and had some feedback there. You'll see fundamentals sort of constantly, you know, something people talk about, we used to have performance as, like, our number one thing, and now that's like, really died down, which is really awesome to see. This is like, a very silly view that does not make sense to look at. But I created once when I was, like, interested in seeing all time over time. But again, like, performance used to be the biggest problem that we had. So we had like, all of these subcategories under performance listed out to see, like, how this was trending over time. We did the same thing with fundamentals. That wasn't as like interesting to see for us. Same thing with differentiation. It was like so dispersed, which is why we started aggregating things into like dashboards, one and then, like integrations, has sort of not been our highest priority, or like the biggest piece of feedback for us.
So in terms of those, those charts, it gives it, gives it over you. Does it have? Do you use it for anything else? So, yeah, kind of like, what do you use to charge for? I guess is my question. Yeah,
these, like deep dive ones we almost never touch. Like, the biggest charts that we look at are the ones that are like the subcategories, because I think that like gives us directionally, like, what we're looking for,
and so it feeds into sort of roadmap, in a sense, like, Hey, what should we look at for next month? And it's like people are complaining a lot about this, is it on that level?
Yeah, I think so. So like, I think like, in general, because we're reporting on this weekly, we can see sort of how things stack up over time. And like, we'll see, you know, right now, dashboard still has a lot of feedback around it, but it's more of like the and because we like talk through it, because we have enough information to actually go through it, we can say like, these are more like unlocks magic moments. So I guess I can also show a little notion, like view. Let me, let me just share this screen really quick. This is like a silly one, because we don't have like, a ton of feedback for this week, but let me just show you how I like package this up in the team meeting, you'll see that I have, like, paper cut issues, and then these, like unlocks magic moments. This is just like a second layer that I put in, I also have like impedes onboarding, or like impedes setup, is another way to think of it, right? So we like talk through all of this, and then we share the like aggregation of like, what is coming up the most. And I think that directionally feeds into the roadmap, in terms of like, when Ben sits down to make the plan for the next, you know, six weeks he'll take, like, whatever the top is, and he'll say, Abby, send me everything about this
interesting. So how often does that happen? Every when he's doing a six week roadmap?
Yeah, it's usually, like a couple weeks before the six week roadmap, or like the week before, depending on how you know when he starts planning this. I also think that the second time that Ben, like, usually comes to me and is like, hey, we need more clarity. Is like, we released the Query Builder v2 for example. I like, I just know that I'm getting a ton of feedback around this, so I create my own category called query builder v2 like, it's almost like, just, like response to that and, and, like, in this particular case, a lot of existing customers had a really hard time, like, getting up to speed with this new new setup, and had a lot of, like, usually we get a ton of feedback that's, like, really excited about, you know, the new thing. Like, in dashboards, one all these people, like, love what we did and want more. In this case, people maybe, like, didn't super love what we did and kind of wanted to go back. So that's like another case where once we see, like, a large volume of that come up in these, like weekly debriefs, we immediately sort of address that on the product roadmap.
Okay, cool. So, so maybe for the next couple of months, as you get those requests from Ben, if you could forward them to us, we'll also just generate a report of everything and get it back to you as quickly as we can. And like, maybe it's helpful, maybe it's not, but let's just see if that, if that helps, because that might just take a little bit of the workload off you. Okay, so, right.
And I think, like, even in an ideal world, I feel like your system probably will do better categories than the type of categories that I'd come up with. I think, like, for me, it works just because, like, that's, like, the mental like, I know what we're building. I'm sitting in our meetings every time. But, yeah,
yeah, it's your intuition, which, which is really interesting. Okay, cool. So we're gonna get a notion page of tags and short description. We'll figure out intercom customer attributes on Prospect trialing prospect and customer when you get those requests from Ben or anybody else for the six weekly roadmap, you share them with us, we'll generate a report like, kind of like a customer report, just for that. Let's go to Martin if you share your screen on the latest report formatting. So what happens in the background is we set up all the filters. We run the report it comes into our platform. Now the platform probably is pretty unrecognizable to what you would have seen before. So it actually generates a report inside our platform. It has all the citations. We can actually see the original records. We go through those, and we check those. We're doing a lot of kind of manual work through that right now, just to check that the stuff is right. And then we export it in HTML, and we PDF it, and we send it into the channel, and the slack bot does that. Obviously, this is just like a HTML doc. It's not it's not very pretty. We'll do a better job at designing it up and stuff like that. But that's kind of just esthetics. Are there any kind of like, straight up formatting things here that you wish we could do outside of notating prospect feedback, trying prospect feedback and customers or stuff. Is there anything that's come come to mind as you be looking at it?
I i First of all, like, I've said this before, but I love that you guys have quotes and that you have links to the actual source. That's awesome. I think, like, some of these are are interesting too, because I feel like there's if I just think of like, how do I make this actionable? Right? I think it's interesting to split the feedback by like prospects, just checking us out, prospects trialing, obviously actual customers, and then seeing what like actual customers care about the most stacked up and then like separate charts, right for the like prospects and prospects trialing. I also feel like maybe there's something that goes at like, the very top that's like action items that may and maybe you don't want to, like, go into this realm, but it's almost like action items for sales people. So it's like, you should reach out to lupio. They're my previous company, and they need this tool go outbound to them. Like, I just want to, like, grab that and be like, Eric, run with it, figure out who this person is. And like, yeah, you know, so I don't know that's like, slightly different, but
so yeah, it could be like, action items. Like, the other thing that I saw for for Matt Hodges was, like, people, people. And I think you guys have a lot of these, but it's like, hey, people just want more case studies. And, like, a ton of prospects are asking for case study examples. Some people are asking to do reference goals, but like, a ton of people are asking for case study examples in the process. And either you have them and they can't find them, or, or, like, you don't, you don't have them, but, but either way for Product Marketing, like, that's, that's great to know, right? Yeah.
Or, like, what I would say is, like, where we so, like, I guess, to that, like, I feel like we don't get so many requests for case studies, maybe we do, and I'm just, like, not seeing them, but like, in general, that's like, our follow up email after the first call is like, Hey, by the way, you love you know you're looking for ARR reporting. Check this out. Ibrahim at descript did this with us. Here's his case study that we can throw that in extra. I don't know if people are actually going in there. I think what people are asking for from the product marketing team, and maybe this comes across more in like, actual outbounding, like conversations that are written out, not on a call, is like, how do you stack up against XYZ? Give me a one pager that feels like something that, like, we get asked all the time, and then, like, the other thing that I would say is, like, if we had that action item for sales, right where it's like, Go outbound to this person, I feel like the marketing action item would be like, straight up, love Carl. Loves the like, obviously, in this case, they're like a prospect, but like someone who had just finished their trialing phase and decides to buy, who's already worked with us for, like, it's almost like a month, because they we build it for a week, and then they use it for a week, and then they decide to buy and that usually takes a week. Like, those are the people that I'm like immediately, let's go ask them to write a review on g2 or let's get a customer quote approved.
Got it interesting, interesting. So it's, it's kind of like intercepting, because positive feedback is often not that helpful, right? It just kind of feels nice to read and, and, and we actually waited that there's much more negative feedback, just because that's actually the concrete stuff that you can action. Yeah. Interesting. So, Martin, it would be like running or running a view on the report, and being like suggested actions as a result of the content. So like, you know, negative feedback, like people talking about integrations, like, that's an action item for engineers is like, build this integration. They can decide not to do it, or whether it fits or not, but, but it actually makes it much more concrete. Yeah, I really like that. Yeah,
I would love to try it out. I'm I'm super afraid, because it may suggest something that's just not right. So what I it's kind of this balance that I see is like, right now, what we're doing is that we're surfacing information that we are reasonably certain is interesting, like, it's relevant for your business, and you may decide to act on it or not. The action items is kind of us going one step further. It's like, Hey, you should, you should do this. You know more about the business, but you should do this. So that's why I'm a little bit hesitant. Like, I may be like, a good action item, you'd be like, great, but a wrong action item, and you'd be like, What? What are you talking about? That's my fear. We
I think it's just framing right, like we can say that it's action items to consider. Yeah, if it's wrong, people will just disregard it.
And like, in another, like, in an iteration, that's And again, all of my feedback can be taken with a grain of salt. Like, you guys definitely know what you're doing. Like, this is super awesome already. But like, I think what would be super cool is, like, as we grow, right, we'll have more and more g2 reviews. Like, it'll be awesome if you guys could, like, scrape it and be like, Oh, they haven't written one yet. Maybe ask them, right? I don't know. Those are just, like, small things that, like, I think would be really, really cool, because I feel like that would get more people in the company actively reviewing these.
Would g2 if we included GT reviews as a source? Would that be helpful? Yeah,
I think so. I think we're like, trying to more actively prioritize g2 a little. And I think like, positive feedback, like you said, isn't super helpful, but it's great at motivating. Like, engineers, if there's feedback immediately after something they built, I think that's something that, like, I'm always asked for, and sometimes I don't have an answer for, because either not enough people have, like, tried it immediately after we've launched it, or and then that'll, like, be resolved with like, more people, right? Or like, sometimes people don't say anything unless there's something broken, right? Yeah. Or like, they don't like it, right? So what? And like, we're lucky that we do get a lot of positive feedback, which is really encouraging. But I feel like those, if I think of like, all of the requests that I get from people about our customers. From engineering, it's like, what did people think about this feature? From marketing, it's like, who loves us and will they be willing to tell the world about us? And from sales is like, Who do we need to ask for more friends from, right, or whatever you want to call it, right? And then, yeah. And product is like, over time, how does this back up? Where do we hear the most of feedback from?
Okay, for sales, what was the sales example you used? Oh,
like, like, Who do we need to, like, talk to, to, like, expand internally, right? Like, like, who, who's sort of like an evangelist. Are they? Like, clearly recommending. Like, hey, go talk to XYZ person. Like, that's gold. What we should do immediately after is like, can you intro us?
Yeah, yeah, for sure.
But like, I really do love this report, and I like to be honest, when I saw the command center of, like, ask, question, answer, I was a little bit like, I don't know if I'll act I'd like have to train myself to use that this, I feel like I will review,
okay, that's awesome. Thank you so much.
No thank you. This is helping me.
That'll be our top top quote in our internal report this Friday. Okay, so that's really helpful to think of the perspectives of each team. Martin, yeah,
I was, I was writing that down word for word there she said it, yeah, because, like, as you know, one of the big kind of goals is to be able to deliver this report individually to each person. So like, engineering, they're always asking for positive feedback, like on new features, like it resonates a lot with me as an engineer as well, but this is exactly what I would like to build, right, like, just a report for the guy that's been working the last three weeks or four weeks and this new feature, and it's like, what are people saying about it? So another thing, just for your quick feedback there, because one is that you get a report in a PDF, and, well, it can only be so interactive. There can be a link, yeah. Obviously, what we want to build is that the report is also like view on the web somewhere, and you get into the product and suddenly this report is here, is interactive, like you hover over the source. It will tell you, ideally, in the future will play exactly the quote that was said directly from wherever it was recorded. Um, just top of mind, just to get your kind of sense, what would you want to see? So when you open the report inside, inside centric, and there can be now, like audio snippets, there could be charge, there could be anything like, what do you what immediately comes to your mind? Of like, what this would be really helpful? Yeah,
I think, like a little audio snippet, and like, in many cases for us, I think it's like, if we have some kind of view into what they're clicking on, or like, their actual screen, that's always really helpful, especially when it comes to, like, the nuances between feedback, around formulas, like, a lot of times it's like, you just need to see what the client's actually looking at. Obviously, that's like a huge leap ahead, right? So, you know, but I think that would be helpful. I actually find, and I don't know if everyone would like this, but like, what I think is really cool about something like that, where it's a little more interactive, is if people could add like comments. So if I could go through and read this and see what Ben thinks and like, what Ben's tagging and saying, like, Oh, cool. Come back to like, selfishly, I find that interesting, because I think he's pretty smart. So I'm like, these are things that I feel like are pretty cool and like, at least in a small team where people aren't going to like, get heartbroken if the roadmap changes or whatever. I think people would be interested in seeing, like, what do our leaders focus on here? Interesting.
And so where we want to go it with this is, imagine that every section here is kind of quasi, like a notion block, and from that block you would be able to like, so each quote could be a block, or like a sub block, and then say, Michael from Perry street report a few different issues. Is like block one, and then the three quotes are block 1.1 1.2 and 1.3 and on each of those you might be able to comment, you might be able to just copy a link to that block. You might be able to, like, you know, create linear ticket and start to make these more interactive. We're, like, a way off being able to do that. And a block could then actually be anything. It might be a text quote, it might be screen capture, it might be an audio snippet, it might be a whole bunch of different things, but, but that definitely is where we're going. So that's, that's really interesting. Okay, cool. The
immediate, like, linear ticket from it is, like, so helpful,
yeah, yeah, yeah.
I also think just one really quick thing on something Martin said earlier, I know that you said, like, oh, it's really nice for engineers to get, like, a buttoned up version that's just for themselves. It's like, feedback on what they built. I think that's also, like, extremely helpful. Because sometimes, like, I try to make the quotes, like, I mean, I cut them down a little bit and try to make it a little snippy, like, I don't change any of the wording, but like, you're not going to paste the paragraph right. And sometimes it is helpful for them to see the actual, like, verbatim feedback, even when it's negative, because it'll be something that's like very easy to fix, that I don't realize is like very easy to fix or whatever, right? So I feel like that's also a huge value add.
Yeah. So what does happen in this report is there is some quote refinement so you can see there. Michael from very street, r equals what loads. Please assist. Dot, dot, dot. Not all tabs are fixed.to. Dot. What was in that, I bet you that I would say intercom thing, or that quote. I remember it. I'm still running the query. It's taking over 200 s was originally the quote. And like some people might know that second, some people mightn't. So there is some quote refinement that's going on to try to make them make sense. What we see so much is like, and I do this as well. On calls. It's like, people constantly say words like, like, basically, and people say, yeah, no, I think what I mean is and like, it kind of contradicts. And so what we're trying to figure out is, like, how do we refine quotes that we don't change the essence of what they say, but that if you read the actual verbatim text, you know what the hell they're saying. If you saw the like the first version of the quotes that came out, most of them are fairly hard to decipher, so that's interesting. Okay, okay, this has been so, so helpful. Do you have any other questions? Martin, I important.
I think we have a lot to work with here. So, no, no, I just know the Kun on trying to get tax in and then try and build out a few views on on kind of trends in these buckets, I think would be interesting and just iterate on that. We're probably not going to get it right to start with, but, but it isn't the first time we've heard that. So,
so in the chat I've just posted in generate I've just posted in what I think are couple of kind of actions, let me know. If you guys think I missed anything, I'll send them my email after. It's because Google Chat is horrible. But
my, I'm not sure if it's my Wi Fi, it's kind of breaking up and have this video disappeared.
Oh yeah, you I'm good, yeah, you're all good. On my side, okay, another tropical storm coming in.
I think it's okay on my end, yeah, yeah, you're
good. It may be it may be mine.
Perfect. Um, this is awesome. I will get this back to you guys as soon as possible, if not today, then tomorrow.
Awesome, awesome. Yeah, the one that would be in terms of priority would be the tag. Because I think what we do is we'll then reprocess the last week of data with those tags and use that for Friday's report, and we start working on that like tomorrow night Europe time, or, well, no, it'll be, it'll be Friday morning, actually, this week. So, so, so that's kind of the first one, the others, the others can wait till next week. It's all good,
perfect. Will do
Cool. Awesome. Abby, thank you so so much. Sorry. We did it take the hour.
No, this was lovely. Thank you both. Hopefully. You know some of it was helpful. Oh,
I love it. Like every single word, we're going to come through this transcript and go through it many, many times. So thank you so much.
Oh, thank you both. Like I said, this is huge value add for me.
Awesome. Enjoy Florida. Enjoy Miami. Get out see it. Don't spend too much time working. I
hope New York treats you better, you know. I hope the rain goes away.
They will hopefully. Fingers crossed, take care. Bye, Abby, bye, good. See you. Bye, Bye. Abby, You
