Case Study: Infer

CASE STUDY Sharing the Voice of the Customer To Build Awareness—and Expand Customer Community Infer, Inc. joined G2 Crowd to expand its customer reach and its capability to share the voice of the customer. It sought to encourage broader participation in the customer community to gather in-depth feedback, both positive and negative. Insights are shared widely within Infer to improve the Infer, Inc. delivers proven customer experience and drive product innovation. AI applications that help businesses win more THE CHALLENGE – Expanding and Sharing Customer Feedback customers. It leverages proven data science to Infer could hear the “voice of the customer,” especially when it came to receiving rapidly model the untapped positive comments directly. Its challenge, however, was two-fold. First, it was data sitting in enterprises, collecting and aggregating customer comments manually; the process was tedious along with thousands of for its team, and the resulting content was not sharable. Second, because the reviews signals from the web. Infer it collected tended to be very positive, Infer wanted to make sure that there was a has the largest customer balanced approach to gathering feedback. Most important was having a genuine base in its category, and representation of the customer voice. more 5-star ratings than any other predictive vendor on In addition, Infer wanted to take its customer engagement to the next level as it built G2 Crowd. awareness and acceptance for its innovative AI and predictive analytics platform. Infer has the largest B2B predictive sales and marketing customer base and considers its customer community a key differentiator. In collecting customer feedback, both positive comments and constructive criticism, Infer emphasizes credibility. Recognizing that its targeted customer base was already active on the G2 Crowd platform, the company made the decision to partner with G2 Crowd.