The voice of your customers
The voice of your customers
Your customers tell you constantly what works and what does not. One raises a request in a meeting, another slips the same remark into a ticket, a third mentions it to their sales rep, who logs it in the CRM. Everyone saw the topic go by, but no one has the full picture. And when it is time to argue for that request in a product meeting, nobody has the numbers to back it up.
Insights read those exchanges for you, group them by topic and tell you how many customers, and how much of your revenue, are involved. A request tied to MRR is no longer a CSM's hunch: it is an argument.
# What Insights listens to
Insights draws on everything your customers tell you: emails, tickets, meeting notes and reports, transcripts from your note-taking tools, survey responses, and comments left by your sales team in the CRM. It adds what Skalin already knows about each account: usage analyses, stakeholder involvement, changes in the health score and in contracts.
This context is what sets it apart from an LLM plugged straight into your tools: your data is already attached to the right accounts, scored and interpreted. There is nothing for you to build or maintain.
# Signals and Ask AI
The Insights menu contains two modules:
- Signals automatically surfaces the topics that keep coming up across your customers: bugs, improvement requests, friction points, warning signs. No categories to create, no exchanges to tag by hand. Each topic shows the number of accounts involved and the revenue exposed.
- Ask AI lets you query your customer data in plain language, the way you would ask a colleague who had read every customer exchange for years. It answers with verbatims and MRR to back it up. You can ask your own questions or start from prompts prepared by Skalin, and turn the actions it suggests into tasks.
The questions you ask every week can be scheduled: the answer reaches you automatically, in Skalin, by email, on Slack or on Teams.
# Use cases
- CSM, on Monday morning: you ask Ask AI which accounts to handle this week. It cross-checks churn signals, usage drops and upcoming renewals, and along the way spots a commitment made ten days ago that never became a task.
- Account Manager, when the org chart shifts: your sponsor at a strategic customer is leaving the company. It is written in a note, but nobody told you. Ask AI surfaces the accounts that lost their sponsor and the MRR at stake, so you can rebuild the relationship before the renewal.
- Head of CS, in the weekly meeting: the discussion starts from the team's meeting recap, the commitments due and the accounts to secure, rather than from "by the way, how did it go at X?".
- Product Manager, prioritizing the roadmap: in Signals, every feature request is listed with the number of requesting accounts and the MRR at stake. And the day the feature ships, Ask AI gives the CSM the list of customers who asked for it.
- Leadership, preparing the board meeting: one question to Ask AI about the themes weighing most on your retention gives you a quantified reading of the voice of the customer, the competitors mentioned and how your pricing is perceived, without tying up the team for a week.