Kraftful helps Labelbox quickly learn user needs at scale

"Kraftful’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 Kraftful to help them learn what users need at scale. John Vega, Labelbox Sr. Director of Product Support, recalls his experience trying Kraftful for the first time: “I originally discovered Kraftful 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. Kraftful was so simple to use and gave me excellent analysis immediately. It just worked!”

The challenge of manual review

Before Kraftful, 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.

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

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

“If we didn't have Kraftful, we wouldn't be able to get live feedback and see things at a macro scale. Kraftful 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 Kraftful

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

• Enhanced Onboarding: Kraftful 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 Kraftful 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 Kraftful?

“Kraftful 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 Kraftful as essential for any product team seeking rapid, accurate insights into customer needs. Kraftful 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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