Welcome to Pilea 👋
- Simon Oliver Ommundsen
- Jan 28
- 3 min read
Hey there! We're excited to help you make sense of all that valuable customer feedback you're collecting. Think of Pilea as your smart assistant that takes all those customer comments, survey responses, and support tickets and turns them into insights you can actually use.
What's Pilea, anyway?
Imagine having conversations with customers scattered across your interviews, email, Slack, app reviews, and survey responses. Pilea brings all of these conversations into one place and helps you spot patterns you might have missed.
Getting Started (The Simple Way)
First things first - let's get you up and running with Pilea in five straightforward steps:
1. Round up your feedback
Grab all those customer conversations from wherever they're hiding - interviews, meeting notes, emails, surveys, support tickets, you name it. Don't worry about making it perfect; even a few dozen pieces of feedback are enough to start seeing patterns.
Interviews, surveys and feedback imports can be processed through Data sources
Meeting notes or other feedback can be manually added through Feedback, or the Slack app
Support tickets can be analysed by installing the Zendesk, Hubspot or Intercom integrations through Settings
2. Drop it into Pilea
Just like sorting laundry, Pilea helps organize your feedback into neat piles of user needs. It uses smart tagging to group similar comments together, saving you hours of manual work.
3. Invite your teammates
Add your product managers, designers, and support folks to Pilea. Everyone gets to see the same picture of what customers are saying, which makes planning way easier.
4. Connect your tools
Pilea plays nice with tools you already use - Slack, Zendesk and others. Once connected, feedback flows automatically into Pilea, keeping everything in sync. Add your integrations from Settings.
5. Start spotting patterns and prioritise
Use Pilea's AI-powered analysis to uncover what customers are talking about most. These insights can help you decide what to build or fix next. Pilea uses simple prioritisation frameworks so you can easily decide what's impactful, and what needs to wait.
6. Dive deeper
Coming soon. Think of Threads as your personal feedback investigator. When you spot an interesting pattern or have a specific question about your customers' needs, just type it into Threads. For example, you might ask "What are users saying about our mobile app's navigation?" or "Show me all feedback related to pricing from enterprise customers." Threads will search through your feedback, connect related insights, and give you a clear picture of what's going on. The more you use Threads, the better you'll get at uncovering hidden patterns in your feedback.
Making the Most of Pilea
The secret sauce to getting great insights from Pilea is having a mix of feedback continuously added. Try to gather:
Detailed conversations from customer interviews
Quick responses from surveys
Real-world issues from support tickets
Honest opinions from app reviews
The more varied your feedback, the richer your insights will be. But don't let perfect be the enemy of good - even starting with a single feedback source can give you valuable insights.
Setting Up Your Team for Success
Here's a friendly tip: start small and build up. Pick one type of feedback to focus on first, maybe your support tickets or survey responses. Get comfortable with how Pilea works, then gradually bring in more sources and team members.
Remember to check in on your feedback regularly - maybe set aside 30 minutes each week to look at new patterns Pilea has spotted. This helps you stay connected to what your customers are saying and ensures you're making decisions based on real feedback, not hunches.
Need Help?
We're here for you! If you get stuck or have questions about using Pilea, just reach out to support@getpilea.com. We love helping teams make the most of their customer feedback.
Now, let's start turning all that feedback into insights that'll make your product even better! 🚀
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