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Understand the perspectives behind customer interactions.
What do customers experience? What do employees encounter at work? Studies gathers their perspectives through AI-led interviews and gives you a report to review and use.
Customer perspectives · Employee experiences · Input for decisions
The problem.
Get closer to customers’ and employees’ everyday experiences.
A procedure can look good on paper and feel different in a store, at reception or in customer service. Ask the people who use it every day and compare their experiences.
- Which customer situations does the team find hardest?
- What do customers ask about again and again?
- Where in the customer journey does unnecessary friction occur?
- Why do customers lose interest, trust or motivation?
- What works differently at the best-performing units?
- What knowledge is missing when it’s needed?
- Which useful practices are known to only a few experienced employees?
Understand first. Then decide on the initiative.
Learn from training.
Training and Assessments provide evidence about knowledge and skills.
In Insights, you can review participation, attempts and results from training and Assessments. This shows what happened in Popscale, not an observation of real customer interactions.
Results against your criteria
Scored Roleplays and Coaching exercises provide feedback against the exercise criteria. They show how participants answered or handled the conversation, not just that they finished.
Progress over time
Follow attempts, results and progress in a Journey. Read the measures together to understand what participants have practiced.
Activities to follow up
See which exercises take several attempts. Follow up with the team to understand whether the content, instructions or knowledge need attention.
Differences between teams
Compare participation and results across departments according to your permissions. Explore the differences before drawing conclusions.
Training results are one source of information. Interview responses are another. See how Insights works →
Explore people’s experiences.
What do people experience behind the results?
Want to understand how an offer is perceived or why a process feels difficult? Start with a Study. Want to follow how exercises are going? Start in Insights. Choose the source that fits your question.
Learn from training
Use Insights to follow participation, attempts and results in the exercises.
Example: Which onboarding activities take the most attempts?
See how Insights works →Gather perspectives with Studies
Use Studies to explore the experiences of customers, employees or experts. You do not need training data first.
Example: Why do the advisors find the new offer hard to explain?
Explore Studies →Use Studies on its own or to inform a new initiative.
Studies and Interviews.
One conversation per participant. One shared report.
Studies collects responses through Interviews. The AI follows the interview guide and can ask for clarification or examples. The report brings the perspectives together so you can review:
Review the report’s findings against the underlying interviews.
Four ways to use Studies.
Same method. Different questions.
Frontline Study
What is actually happening out in the business?
Interview customer-facing employees about recurring customer questions, difficult situations, friction in processes, and the gap between the intended and the actual way of working.
Customer Study
How do customers experience an important step in the customer journey?
Interview customers about, for example, a purchase, an advisory conversation, onboarding, a service case, a complaint, or a decision to leave.
Best Practice Study
What do the best performers do differently?
Interview experienced employees, leaders or top performers about which questions they ask, what they notice, and how they reason in difficult situations.
Customer Journey Study
Where in the journey do the gaps appear?
Let several roles describe the same customer journey from their perspectives, and compare that picture with what customers themselves experience.
How a Study works.
From a question to information for your next step.
- 01
Define the question
What question about customers, employees or ways of working do you want to explore?
- 02
Choose the audience
Who can share relevant experiences: customers, employees, leaders or experts?
- 03
Build the interview guide
Define topic areas, open questions, possible follow-up questions, and what needs to be covered.
- 04
Invite the participants
Send individual invitations or share a link. The setup can be identified or anonymous depending on the purpose.
- 05
Hear from participants
Each participant gets their own AI-led voice conversation.
- 06
Review the findings
Answers are brought together in a report that people in your organization can review and use.
What a Study gives you.
More than a summary.
Summary
An overview of what the audience described, written for those who didn’t take part in the conversations.
Key findings
Recurring patterns, differences and perspectives that need attention.
Topic coverage
A picture of which areas were sufficiently covered and where more perspectives may be needed.
Suggested actions
Concrete suggestions to accept, dismiss, prioritize or investigate further.
Transcripts and evidence
Material that makes it possible to check the context behind a summary or conclusion.
The insight determines the next step
Let what you learn guide your next step.
A difficult situation does not always mean a gap in knowledge. Interviews may give you a reason to look at:
Sometimes training helps. Sometimes the offer, process, decision-making authority or communication needs to change first.
Review findings alongside other knowledge about your business.
Responsible use.
Review the responses. Put findings in context.
- Review participants’ words in context.
- Key findings and suggested actions need to be weighed against other relevant knowledge and business data.
- Anonymity and visibility should be adapted to the purpose.
- Participants should understand why the interview is conducted and how the answers are used.
- A Study should not be used to evaluate an individual’s performance.
Book a demo.
See how to explore a question that matters.
Our standard demo shows the interview and report in Studies. We also explain how they differ from training follow-up in Insights. Think about a question you would like to understand better.