You need empathy to build something exceptional. Really knowing your customers and what they need gives you a valuable perspective — so you can solve real problems in a meaningful way.
Host online empathy sessions with groups of customers.
Add quantitative insights to reinforce your qualitative research.
Summarize your learnings so you can implement fresh insights.
Make time for empathy
Empathy sessions are online and chat-based, making it easy to participate. Invite groups of customers to discuss a specific topic — such as a new feature or an enhancement to an existing one. Automatically include customers who voted or commented on an idea and manually add others. Host a multi-day session to give everyone time to contribute.
Plan your discussion
Get the most out of your empathy session. Create a discussion guide, define the topic, and assemble the team. Preparing in advance helps you lead the conversation with confidence — so you can gain the valuable insights you need for future innovation.
Engage your audience
Ask questions in the chat, building threaded conversations with comments and replies. Share a wireframe or mockup to demonstrate a new product or feature. Launch a poll and watch as participants respond in real time. Use this data to help capture and analyze the group's sentiment.
Gather in-app feedback
Collecting feedback while customers are using your product is a great way to find out what they really think. Embed a feedback widget in your web application to gain insight into specific areas of functionality. Add a logo and choose a theme color to match your brand.
Interact with your community
In-app feedback connects customers with the product team and each other — so you can have an open dialogue about their needs. Customers can join the ongoing conversation and respond to messages in a thread or with emojis. Find out what they think of a feature you are beta testing or ask for candid suggestions on how to improve the overall user experience.
Savor the insights
The transcripts from empathy sessions and in-app community feedback are stored in a collaborative space. Easily review what customers shared and summarize important findings. You can also star messages and convert them into ideas, so valuable learnings become actionable requests.