Why We Rebuilt TruVoice from Scratch

Melissa Short
VP, Product Management

Welcome to your new TruVoice! You might be wondering why we did not simply offer a 2.0 style update to the existing TruVoice, but instead chose to completely start from scratch. Let me explain by telling one of my favorite stories from a win loss interview. It is about a sales rep who didn’t do any talking. Well, maybe that’s an exaggeration, but here’s what the buyer said:

 “The sales rep let us do the talking. He listened, and then he came back with a solution that was right for us.”

This example has resonated with me because I think it captures what we set out to do with TruVoice. We collected feedback from a variety of channels – our win loss and customer experience interviews, our TruVoice survey, direct user feedback and even support tickets. Amidst these insights, we quickly found that the most important step we could take was to understand how you wanted to use TruVoice.

When we listened to understand your goals and what you needed to accomplish in TruVoice, we were able to identify three areas where TruVoice needed to fundamentally improve to support you:

TruVoice needed to be mobile-friendly –  We heard you! Your business is on the move, and your buyer intelligence needs to move with you. From top to bottom, our new Dashboard is mobile-friendly and allows you to access your buyer feedback anywhere, anytime.

We needed to dramatically improve the user experience – We’re turning over a new leaf with speed and ease of use in new TruVoice. Our entire interface has been modernized from the outside-in. Insights are easier to find and pages are easier to navigate because TruVoice is much faster and much more intuitive.

TruVoice needed more flexibility in how insights and data are delivered – We heard calls for new ways to analyze and configure data, and these requests exposed a limitation in our data structure. In new TruVoice, the possibilities are endless: We re-architected our database, so that you can manipulate data and views to match your imagination.

Frankly, we simply could not accomplish these improvements within the framework of TruVoice as it existed then. So the decision was made to completely reimagine TruVoice… to start with a totally new platform and build TruVoice the way you, our customer needed it to be built. It has been a monumental task, and we still have some work to do with even more beneficial functionality to come. But we are proud and excited by this brand new TruVoice. We look forward to your feedback!