Quick rant - we’re a consumer mobile app, ~3m MAU, fitness-adjacent. Our current VoC setup consists of support that sits in Zendesk, weekly NPS dumps from growth, and keeping an eye on App Store sentiment
We have sh*t tons of customer feedback. Had a bit of a scare last quarter where a new onboarding got hammered in App Store reviews for almost two weeks before it got raised in a sprint review.
This raised a few eyebrows internally and we’re now looking to more professionally systemize our VoC stack. Most of the tagging-heavy research tools (Dovetail, etc.) are fine if you have a researcher to babysit them (we don’t). Heard really good things about Unwrap, specifically the unstructured feedback + auto-tagging side doesn’t require you to define taxonomy upfront. Also heard solid things about Sprig for the in-app survey side, when you actually want to ask a targeted question. Skipped over a few of the bigger CX suites since the implementation timeline was a dealbreaker off the bat.
What else am I missing / what should I be considering?