Many people who conduct customer research—particularly when interviewing customers—use Grain to capture the actual "voice of the customer." This includes UX researchers, product managers and marketers, product designers, startup founders, and more.

Before Grain

Before Grain, researchers interviewed customers via video calls, yet lacked an easy way to share customer feedback with other departments (engineers, designers, leadership) who need research to make product decisions. 30-minute video recordings would sit unwatched—or, worse, they didn't easily integrate with the communication tools companies use daily (e.g., Slack, Notion, etc.).

Grain helps share the voice of the customer in a way that's consumable

Grain allows customer researchers to share just the best parts of customer interviews with their colleagues. No more asking colleagues to watch a 30-minute recording. And no struggling with complicated video-editing software to make the videos more digestible.

Create brief video highlight snippets from Zoom calls that you can share with others.

Because Grain integrates with Zoom, all of your customer-interview recordings automatically appear in Grain's web app. Now you can create brief video highlights using the call's transcript. Highlight the portion of the recording you want to share, click "Share Highlight," copy the link, and you're ready to go.

Share brief video highlights with your colleagues in the communication tools they use most.

Embed directly in Slack

Tip: Create a Slack channel with only customer feedback highlights. That way, your coworkers can see a steady stream of what your customers think. The highlights directly embed into Slack (something only Grain can do through our special integration).

Embed in Notion too

Tip: Leverage multiple customers asking for the same thing—for example, a popular feature request—and embed several, similar customer quotes in one Notion article. Then, share the document as a "voice of the customer" proposal with your product-design-engineering team.

Include Grain highlights in email, slides, spreadsheets, and more.

Tip: Rather than just share the 30-minute recordings of each interview, use Grain to edit the customers' responses to each interview question—for example, "how do you make purchasing decisions at your company?"—into easily digestible video highlights. Create a spreadsheet organizing all of the brief answers for your team to quickly reference and share with other decision-makers.

Take time-stamped notes during customer interviews

It's a best practice to take copious notes of what customers say during interviews—sometimes via pen and paper or a digital doc. However, these conventional writing tools don't integrate with the actual interview recording, making it difficult to find key moments after the interview.

The Grain desktop notepad ("Grain Live") allows you to take notes during a customer interview that are both time-stamped and integrated with your call recording.

Write notes about the interview. Each note will link to that moment in the video-call recording for future reference.

Simply click an emoji in the desktop notepad to mark a key moment—instead of writing long notes.

Tip: Emojis allow you to remain focused on your interview subject—instead of appearing distracted while writing verbose notes. Read about how productivity guru Guillaume Cabane created a system of emojis for his team that represents key moments they're interested in.

Create brief video highlights—directly in the Grain desktop notepad.

Tip: Click the highlight button and turn any time-stamped note into a brief video snippet—without leaving the desktop notepad. After you complete your Zoom recording, go to the Grain web app to trim the video highlight to your desired length.

Invite your colleagues to Grain

Grain is better together. Invite your customer-research colleagues to your Grain workspace so that you can share customer-interview recordings, highlights, and notes. As a team in Grain, you can take advantage of each other's past work and perhaps save the customer from conducting another interview about similar topics.

Recordings can be tagged based on the subject matter for better organization. And search allows you to find recordings based on those tags—as well as notes, call titles, and words in the transcript.

Many customer researchers conduct interviews with teammates using Grain. If you invite a colleague—say, another UX researcher—to the desktop notepad, you can take notes together! Divide up tasks: one of you leads the customer interview, while the other takes notes.

Get more out of customer interviews

From taking better notes during customer interviews to sharing the best parts of calls, customer research teams can extract more value from the qualitative research process with Grain. And colleagues in other departments are now more likely to embrace the research because it's the actual voice of the customer and it's easy to consume.

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