This guide is meant to help you understand the basics of Zelta and get started.
Zelta is an AI customer feedback hub which helps product and marketing teams to instantly assess the ARR impact of common customer problems and requests.
New reports are your starting point for everything in Zelta as they allow you to query all your customer feedback sources using metadata filters and/or a prompt.
Once you create a report you can save it to a personal or shared folder, turn on auto updates, receive weekly email updates on the report and more.
Continue below for some ideas of reports to try out.
Try the following query combination to ensure you don't you don't miss big rock opportunities when developing your roadmap
Filters: Feedback Type = Unmet Needs (select all)
Prompt: none
You can save this report to share with your team and receive email updates ensuring you never miss newly trending themes.
Try the following query combination to identify the most common product requests from any segment.
Filters: Feedback Type = Product Enhancement Requests + Metadata filters to focus on your segment of interest
Prompt: none
You can save this report to share with your team and receive email updates ensuring you never miss newly trending themes.
Try the following query combination to group the common reasons for churn.
Filters: Account Type: Lost, Renewal, Expansion
Prompt: "Identify instances where customer says they will not renew or may not renew, or express specific concern that we do not meet their needs in some way. Only share feedback related to this exactly."
You can save this report to share with your team and receive email updates ensuring you never miss newly trending themes.
Win Report: Identify the differentiating aspects of your product that cause you to win deals.
Filters: Account Type: Closed Won + Data Source: Gong (or your sales conversations)
Prompt: Analyze why we won the deals, consider needs addressed and differentiating aspects of our product
Loss report: Reasons you lose deals to competitors
Filters: Account Type: Closed Lost + Data Source: Gong (or your sales conversations)
Prompt: Analyze why we lost the deals, consider pain points, feature gaps, and preference for competitors
There are multiple ways you could approach persona research with Zelta. Here are two:
For overall grouping of personas based on all your available data try this:
Filters: None
Prompt: "Research the different types of customer personas and roles that use our product/service, focusing on their key responsibilities, goals, and motivators as well as how they work with other partners at their organization. This is important: Group the specific themes by persona type, like "Video editors" or "Marketing Exec" or "Product manager". In this case you can list as many specific themes as you need to. DO NOT group everything into a single theme"
For identifying needs of a particular person try this:
Filters: Feedback Type: Pain Points + Segment the speakers to your persona with metadata filters like industry, stage name, company size, job title etc.
Prompt: None
You now have the most common pain points for your persona listed. Try different feedback type filters or adding a prompt depending on what you're looking for.
Try the following query to get to the root motivations of your prospects and/or customers, enabling you to create marketing material that converts. Read more about this use case specifically in this article from our founder.
Filters: None
Prompt: Can you document all instances of the following drivers in our calls: Push: specific struggles prospect face which cause them to look for a solution. Pull: why our product? vs alternatives… Anxiety: what anxieties must be satisfied before they are comfortable purchasing Inertia: what slows down the buying process. Format the output with 4 specific themes, where each one individually addresses one of Push, Pull, Anxiety, Inertia.
When you select "Competitor Strengths" or "Competitor Weaknesses" in the "Feedback Type" filter, you'll see a special table which allows you to compare the rate of discussion around different competitors and focus on one at a time.
Filters: Feedback Type: Competitor Strengths + Competitor Name: Choose any!
Prompt: None
If you want to ensure you're team gets off to a good start with Zelta, a great place to start is by creating a shared folder with one or two reports for each of your product areas, or departments.
Focus on one product area or department at a time and create a folder for each.
To create a folder:
Now each time you or someone else on your team creates a new report, they'll have the option to save it to your shared folder!
This section is for admin setup of a new workspace. You can ping conor@zelta.ai if you want to get a workspace activated or have any other implementation questions.
The easiest way to feed data into Zelta is by one of our many integrations.
To set up a new integration:
Once a new integration is connected it will take up to 24 hours for the historical data to be analyzed and available in your dashboard.
Adjusting your data settings will allow you to configure things like how to count the number of accounts, calculations of ARR, identification of customers/prospects, available filters, and more. These controls, are only available to admin Zelta users and will be hidden until after you have connected at least one data source.
To find your "Data Settings"
Configure your data:
Ready to share Zelta's capabilities with your team. If you're an admin Zelta user you can add, delete, and change the roles of users on the "Your team" tab of the dashboard settings.
To find the "Your Team" Settings:
To add users:
The root of all data in Zelta is the “insight”. Insights are automatically extracted by an advanced analysis of each recording, ticket, chat, etc. that goes into Zelta. Any channel you connect can be analyzed for historical insights and will continue to produce new insights with each new piece of communication.
You’ll see insights presented with a simple title and description along with the name of the organization or person the insight came from and date, like this:
Click into any insight to discover the full source behind it.
Themes are groups of similar insights categorized for easy understanding. Themes are generated in two ways:
Here's a look at a theme which includes a simple title and description along with a feedback tag, and metrics to give you an idea of the number of accounts discussing the theme, number of specific related insights and more.
Click into any theme to view and manage the insights behind it.
Reports are your starting point for all feedback collection in Zelta. To start a new query just navigate to the "New Report" page in the sidebar menu. Reports can consist of filters, a prompt, or both abe saved for organization and auto-collection of future data.
If you're looking for feedback from a certain segment of people like prospects in certain industry or customers above a certain level of $ARR, this is the place to start. As soon as you select a filter you'll see themes load, and you should always indentify the segment of data you're interested in with these filters before prompting.
Feedback Types are predetermined categories which all insights are assigned to. Filtering to these categories can give you easy access to new themes and insights across your data or in a segment and also make your prompt queries much more efficient.
Feedback types are grouped into 3 categories:
Unmet Needs: Pain Points, Product Enhancement Requests, Product Issues
Compliments: Positive Product Feedback, Other Compliments
Competition: Competitor Strengths, Competitor Weaknesses
You can use feedback type filters to:
Prompts are a key part of the Zelta dashboard which gives you a powerful AI analyst who can answer any question, or locate and organize insights on any topic you can describe.
If you want to identify data form a specific segment of speakers or within one of the predetermined feedback types, it works best to focus the data set with filters first (as described above) then prompt on that focused data set.
You can use prompts to:
We additionally seen teams using prompting for more creative use cases like identifying needs of a persona, so feel free to experiment with what's possible or use a template for more inspiration.
Any report, whether it contains filters, a prompt, or both, can be saved.
To create and save a report just:
When you save a report you will be given the options to:
When you save a view which includes a prompt, you will be given an option to auto-update (which is selected by default). This means that new data will be pulled into the view each week. If you wish to keep the view as more of a static report you can deselect the option for "Auto-update with new data weekly".
You can also turn auto update on or off within a view which has already been saved. To do this:
