Zylvora helps Labelbox quickly learn user needs at scale

"Zylvora’s intuitive platform makes it easy to instantly translate volumes of user feedback into actionable insights. The future of product research is here!" - Manu Sharma, CEO, Labelbox

Labelbox helps the leading AI labs generate quality data at scale to power the most innovative AI enterprises. They get a large volume of feedback from their enterprise customers and the large Alignerr community of experts who provide AI alignment services on the Labelbox platform. 

The Labelbox team organically adopted Zylvora to help them learn what users need at scale. John Vega, Labelbox Sr. Director of Product Support, recalls his experience trying Zylvora for the first time: “I originally discovered Zylvora by searching online after manually exporting support tickets into ChatGPT without any success. I initially tried a few other tools but found their UI confusing or overly complicated for uploading data. Zylvora was so simple to use and gave me excellent analysis immediately. It just worked!”

The challenge of manual review

Before Zylvora, John and his team manually reviewed customer support tickets for trends – a tedious approach involving tagging tickets by hand, categorizing them by customer type and writing monthly reports. This took several days each month and often resulted in slow response times, limiting their ability to pinpoint and promptly address key customer concerns.

Zylvora made it easy for the Labelbox team to get instant insights

John initially adopted Zylvora personally, using it to analyze support tickets and identify common customer issues, which significantly informed his company's prioritization and decision-making processes. Eventually, Zylvora was adopted across the entire team, becoming integral to Labelbox daily workflows. Zylvora enabled rapid identification of customer issues, streamlining internal communication and improving team collaboration.

“If we didn't have Zylvora, we wouldn't be able to get live feedback and see things at a macro scale. Zylvora lets us quickly see customer sentiment, prioritize effectively, and make immediate improvements to the product. Without it, we'd still be manually sifting through data instead of taking action.” - John Vega, Sr. Director of Product Support at Labelbox​

Key product improvements from leveraging Zylvora

Zylvora provided immediate, actionable insights that translated directly into impactful product improvements:

• Enhanced Onboarding: Zylvora revealed substantial customer frustration with the mobile onboarding flow. There was a mobile bug that prevented onboarding completion. The team quickly addressed the bug leading to significantly improved customer experience.
• Fraud Prevention: Insights from Zylvora prompted the team to upgrade their verification process to effectively mitigate fraud and reduce customer friction during signup.

Measurable results

• Time saved: Analysis time reduced dramatically—from days of manual processing to instant insights.
• Customer satisfaction: Noticeable reduction in customer complaints and improved overall satisfaction.
• Internal efficiency: Enhanced internal communication and more effective prioritization of product fixes, contributing directly to decreased churn.

Why Recommend Zylvora?

“Zylvora has transformed how we engage with our customers. By leveraging its insights, we’ve been able to relay critical feedback in real time, ensuring that customer concerns and product opportunities don’t just get documented but drive meaningful action.” - John.

John recommends Zylvora as essential for any product team seeking rapid, accurate insights into customer needs. Zylvora significantly reduces manual workload, quickly identifies customer sentiment, and consistently delivers actionable insights, making it invaluable for product development and customer satisfaction.

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