Company Info

• Size: Series C, 150+ employee

• Tech stack or Integrations: Intercom

• Implementation Time: 1.5 weeks

In today’s fast-paced SaaS landscape, product teams face increasing pressure to stay attuned to customer needs while delivering impactful updates and enhancements. Managing unstructured data across multiple channels can also be a significant challenge. Syncly empowers product teams to analyze, prioritize, and turn scattered feedback into actionable insights, ensuring they prioritize features, resolve pain points, and drive product-led growth.

Syncly partnered with Belong, a property management and real estate services company, to enhance their customer experience management. This use case demonstrates how Syncly's AI-powered feedback intelligence platform can benefit product teams in technology-enabled service companies.

The Challenge

To prevent issues from arising throughout the rental journey, Belong delivers a seamless end-to-end property management experience for both renters and homeowners. Through its platform, Belong manages both the relationship between homeowners and renters and the physical services in the home, so there are ample opportunities for conflict to arise. These conflicts can be stressful, costly, and highly emotional for those living in or owning rental homes, as they directly affect families’ lives.

While customer feedback can be collected through CSAT (Customer Satisfaction) surveys and NPS (Net Promoter Score) after each conversation, this approach can only provide insights after the issues have escalated and relationships become unrepairable. It has become impossible to track the customer experience at each step as its user base expanded, and they have struggled to gain a comprehensive view of the customer journey. Their product team faced challenges in identifying key pain points from scattered data across various platforms. Without a clear way to analyze and prioritize feedback, they risked delays in addressing critical issues, escalated conflicts, damaged relationships, potential customer churn, and missed opportunities for key product improvement.

The Solution

Real-Time Feedback Analysis

Syncly provided Belong’s product team with a centralized platform to collect and analyze real-time feedback from multiple sources, including app reviews, customer surveys, and support channels within the customer journey. This platform offers immediate insights into customer sentiment, concerns, and patterns. With Syncly’s sentiment analysis, Belong can identify bugs and feature dissatisfaction early, even with third-party interactions. The teams can deliver premium user experiences and enhanced customer satisfaction through these insights and tailored responses.

Prioritization of Critical Issues

Syncly’s intelligent AI helps surface recurring themes and pinpoint the root causes of negative customer sentiments. It categorizes feedback by sentiment intensity, frequency, and potential impact on user satisfaction, helping teams prioritize high-impact issues quickly. This targeted approach allows the product team to allocate resources effectively, prioritize feature builds, and align product roadmaps with user needs. This has resulted in significant product improvements and enhanced the user experience.

Meaningful Action on Key Insights

Syncly automatically grouped product-related feedback into themes, such as top feature requests, usability issues, or performance concerns. Real-time alerts flag spikes or emerging trends in user complaints, enabling the team to take proactive measures before small issues escalate. These insights allow the team to take quick action on pressing issues to improve customer experience at every touch point and overall product performance.

The Results

1. Real-time insights: Gain an immediate understanding of customer emotions and concerns at each step of the service journey.

2. Holistic customer journey view: Aggregate data from various touchpoints to effectively identify patterns and recurring issues.

3. Proactive issue management: Detect negative trends early, providing timely interventions before problems escalate.

4. Improved churn prevention: Addressing top issues led to a measurable improvement in user retention and overall user experience.

5. Efficient resource allocation: Prioritize issues based on sentiment intensity, focusing resources on the most critical concerns.

6. Continuous product improvement: The product team used key insights to focus on high-impact features and refine product offerings.

7. Faster Decision-Making: Reduced the time spent analyzing feedback by 40+ hours per month, enabling the teams to do what they do best.  

By implementing Syncly's solution, Belong’s product team transformed scattered feedback into actionable insights, allowing them to align customer needs with product improvements. This leads to enhanced user experience, reduced churn, and more efficient product development cycles to stay ahead in a competitive market.