Inside Buildertrend: Defining the customer experience

Jun 9, 2022

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Episode 152:

Every other Thursday, we give our listeners a glimpse into the inner workings of our business with our new “Inside Buildertrend” series on “The Building Code.” What are our teams working on? What features are coming up, and how will they benefit our users? What data and research are being collected behind the scenes? Tune in as we take a look inside Buildertrend.

How does Buildertrend define and prioritize the customer experience?

Today on “Inside Buildertrend,” Scott Hale, customer experience manager, joins Zach and Charley to talk about the exciting new initiatives happening in our Customer Experience team.

Tune in to hear more about how the Customer Experience team is connecting the dots between the voice of the customer and Buildertrend’s internal departments by answering questions like: What support do our customers need from us? What are they expecting from us from marketing? What do they need our product to do to support their business needs?

What are the key takeaways?

What does the Customer Experience team do?: The Customer Experience team at Buildertrend focuses on initiatives that define our implied promises and how we deliver on those promises for our customers in the most effective ways.

How are we measuring customer experience?: Customer experience is measured through feedback. Many of our users already see emails with surveys in their inboxes. Now, they’ll get questions in Buildertrend’s software as well. We're implementing in-platform questions because the best feedback happens when customers are in the middle of using a feature.

How are current initiatives helping users?: One of the biggest initiatives currently being worked on is organizing customer feedback that impacts feature updates. The Customer Experience team collects every piece of feedback related to certain features and organizes it by feature. This makes it easier for the Product team to prioritize and deliver new tools and improvements that align with customer needs.

Why is this cool for Buildertrend users?

The Customer Experience team was formed to ensure our customers have a wholistic, valuable experience with Buildertrend – whether it’s the usage of our software or interactions with our team. Customer feedback collected by this team plays a huge role in the prioritization and decisions regarding which feature updates are made.

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