How Pinterest’s Product Operations team improves the customer experience with better customer insights

Customer Stories

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CHALLENGE

Manual tagging of data resulted in inconsistencies, small samples, and excess time spent on deep dives to surface insights. With over 450 million monthly active users, Pinterest’s Product Operations team needed a scalable, data-driven way to translate the voice of the customer cross-functionally. Pinterest’s Product Operations team partners with Idiomatic to drive transformative solutions faster with real-time insights into the “why” behind customer feedback.

Primary Feedback Types

  • Support
  • App Reviews
  • Trust and Safety
  • Spam
  • Help Center Article Feedback
  • Ads Feedback Feature Requests Twitter
  • Analytics
  • CSAT
  • Other Surveys

SOLUTION

Idiomatic’s Process

  • Create a custom, granular categorization of customer feedback across data sources.
  • List Train machine learning to predict categorizations with accuracy in real-time.
  • List Customize insights dashboards to unlock powerful analysis capabilities for the voice of customer.

RESULTS

Product roadmap influenced by Idiomatic

Pinterest Product Operations uncovers customer pain points & opportunities on a granular level.

83% decrease in complaints

Pinterest Product Operations improves retention by addressing specific reasons for customer churn uncovered with Idiomatic insights.

4% point increase in 5 star app ratings

Pinterest team prioritizes changes using Idiomatic’s key driver analysis to correlate top customer pains to negative scores.

55% decrease in contact volume

Pinterest Product Operations implements solutions that empower users and improve the customer experience.

95% reduction in time to get insights

Pinterest Product Operations save times & makes decisions faster with real-time, AI categorization.

“Idiomatic is critical for my analysis and consequently the insights I surface to the product teams.”

“Idiomatic allows us to more accurately identify and quantify tickets which helped us put together a strategy to improve the customer experience.”

SUCCESS STORY

With insights into all customer feedback data through Idiomatic, the Product Operations team filtered for feature requests across support, app reviews, surveys, social media, and other data sources. Using Idiomatic’s granular insights, the team uncovered and quantified the impact of the top feature request across data sources. The Product Operations team leveraged Idiomatic insights to secure cross-functional buy-in, leading to the prioritization of the top feature request. By continually delighting customers, the Product Operations team increases active users.

If you would like to learn how Idiomatic’s solutions can help your company achieve tangible results, request your custom demo today.