Company Info

• Size: Series C, 200+ employee

• Tech stack or Integrations: Front

• Implementation Time: 2 weeks

Customer success and customer experience teams are tasked with ensuring high satisfaction and retention rates, which requires a deep understanding of customer needs, challenges, and addressing them efficiently. Syncly AI empowers these teams to centralize and analyze customer feedback, identify pain points, prioritize key issues, take meaningful actions, and drive improvements across the customer journey.

Speak, a dynamic language learning app offering comprehensive experiences tailored to learners of all levels. They’ve partnered with Syncly to revolutionize their approach to customer feedback management. This case study demonstrates how Syncly's AI-powered tools can significantly enhance the capabilities of customer success and experience teams in technology-driven educational platforms.

The Challenge

Speak upgrades its platform regularly to enhance user experience and expand the app’s capabilities. To ensure the app remains relevant, user-friendly, and aligned with user expectations, Speak actively gathers and responds to customer feedback. Given the B2C business model, this process became a critical step in translating raw customer feedback data into actionable insights to highlight any hidden issues. Their customer experience teams often face difficulties consolidating feedback from multiple channels, given the sheer volume of qualitative customer data. This fragmented data structure makes it challenging to identify critical issues, track trends that impact customer satisfaction, and collaborate efficiently with other departments. Without clear insights, CX teams struggle to address problems proactively, leading to missed opportunities to enhance the customer experience and reduce churn. 

The Solution

Holistic Visibility into Customer Journey

With the goal to provide an effective and engaging language learning experience, Speak strived to have a deep understanding of customer feedback. Syncly AI provides a unified platform for collecting and analyzing customer feedback from diverse sources, such as surveys, support tickets, and app reviews, offering customer experience teams a complete view of sentiment and concerns. Using AI-driven sentiment analysis, Syncly surfaces recurring themes such as onboarding challenges and unresolved support issues. It automatically categorizes feedback by urgency and potential impact based on user activities, enabling teams to identify trends in user satisfaction and preferences over time. With a scaling business, Speak is able to manage large volumes of customer feedback data across the entire customer journey with efficiency.

Prioritization and Effective Communication

Speak’s CX team uses Syncly to better prioritize issues and streamline communication with internal teams. By focusing on high-priority feedback based on factors like frequency, trends, and strategic alignment, the CX team can act on the most critical issues first. This process eliminates the need for manual sorting of feedback, allowing Speak to respond quickly to customer needs and deliver seamless, customized responses as a cohesive team. Real-time alerts flag emerging problems early, enabling the team to intervene proactively before issues escalate.

To enhance cross-functional collaboration, Syncly’s AI automates the analysis and categorizes customer feedback into actionable themes, such as feature requests, usability issues, or service improvement suggestions. These insights are compiled into tailored Voice-of-the-Customer (VOC) reports and shared with relevant teams on a regular schedule, such as monthly updates. This empowers the CX team to foster effective collaboration between internal teams to prioritize the most impactful changes based on key business insights. 

Impactful Actions for Targeted Results

With comprehensive visibility into the customer's journey and prioritization on key issues, the CX team can now leverage Syncly’s AI to uncover actionable recommendations tailored to each problem and take meaningful actions. Syncly provides data-driven suggestions that address the root causes of customer concerns, empowering the team to implement targeted solutions. This enables the team to make proactive, informed decisions that directly improve app performance and user expectations. By addressing key issues effectively, Speak drives real business results such as higher retention rates, enhanced user satisfaction, and continuous product improvement.

The Results

1. Holistic customer visibility: Aggregate data from various touchpoints to track user satisfaction trends, identify patterns, and key issues effectively.

2. Efficient feedback management: A centralized approach and AI-powered analysis save the CX team 20+ hours per week, freeing up time for higher-value tasks.

3. Enhanced Customer Satisfaction: Prioritization of high-impact issues improved Net Promoter Scores (NPS) and overall customer satisfaction.  

4. Actionable Insights: Gained clear visibility into customer sentiment, enabling teams to tailor solutions and improve engagement strategies.

5. Proactive Churn Prevention: Quickly identifying and addressing key issues caused by negative sentiment helps reduce potential churn by 15%.

6. Improved cross-functional efficiency: Automated VoC reports and customized dashboards enable consistent data sharing and facilitate better internal alignment.

7. Data-driven decision making: Key insights allows the teams to make informed decisions that drive growth and scale effectively.

Syncly supercharged customer experience teams to manage feedback differently, turning fragmented data into meaningful insights. The CX teams can now take a proactive approach to address customer concerns, improve satisfaction, drive retention and improvements across the platform. This has resulted in a more responsive, user-centric app that continually evolves to meet the needs of its customers. 

As Jinwoo Oh, Head of CX at Speak, notes

"By actively collecting and responding to user feedback, Speak can continually refine its product features and learning modules to ensure they are intuitive and engaging, making the app more enjoyable and effective for language learners" 

Syncly is the ultimate tool for customer-focused teams looking to deliver exceptional experiences and drive real business impact.