How Customer Success Drives Product Innovation at Woven
October 17, 2024
At Woven, we’re firm believers that great products are built not just with innovation in mind, but with the voice of the customer at the core. Our commitment to listening, learning, and evolving alongside our customers is what drives our product development—and it’s a process we take seriously. In a recent conversation between Woven’s VP of Sales Aaron and Tim, our Chief Technology Officer, we explored how customer feedback shapes the features and functionality we develop at Woven.
Building Solutions for Real-World Challenges
Tim opened up about Woven’s product philosophy, saying, “We’re not just building features for the sake of it. Every release we push out is meant to solve a real problem that our customers face.” Whether it’s communication breakdowns, inefficiencies in multi-location management, or time-consuming processes, our focus is always on how we can help teams work smarter, not harder.
A prime example of this approach is the development of our eSign functionality. After hearing from customers about the time it takes to manage contracts, agreements, and paperwork across multiple locations, we realized this was an area where we could make a significant impact. By integrating eSign, we’ve enabled businesses to handle documentation digitally, speeding up processes and saving valuable time across the board.
The Power of Customer Feedback
One of the key takeaways from Aaron and Tim’s conversation was the sheer importance of customer feedback. At Woven, we don’t just see our product as a tool—we see it as a solution designed to grow with you. Tim put it best: “Every feature we develop is heavily influenced by what our customers tell us. Their feedback helps us fine-tune our roadmap and prioritize what will bring the most value.”
Take Tasks by Woven, for instance. This feature wasn’t something we simply dreamed up—it was a direct response to customer input. Multi-location operators told us they needed better visibility into task management, a way to ensure nothing falls through the cracks. As a result, Tasks Pro was born, offering advanced tracking, enhanced delegation tools, and clear oversight into task completion.
By listening closely to the needs of franchise operators, gym and spa managers, and other multi-unit brands, we’re able to deliver solutions that align with the day-to-day challenges of running multiple locations.
Collaboration Between Customer Success & Product Teams
While our product team is constantly innovating, it’s our Customer Success team that plays a vital role in gathering and relaying feedback to inform these innovations. They serve as the bridge between customers and our technology, ensuring that the needs, concerns, and suggestions from our users are heard loud and clear.
“We treat every interaction with our customers as a learning opportunity,” Tim explained. “Our Customer Success team is our front line—when they hear about a challenge or receive a suggestion, they bring it directly to our product team. From there, we can figure out the best way to meet that need, whether it’s through a new feature or an enhancement of an existing tool.”
This feedback loop not only strengthens the relationship we have with our customers but also accelerates the pace of innovation at Woven. The result? A platform that evolves in real time, driven by the very people who use it.
Looking Ahead: What’s Next for Woven
As we look toward the future, our commitment remains the same: to listen to our customers and build tools that make multi-location management simpler, more efficient, and more impactful. Tim highlighted a few exciting features on the horizon, including deeper reporting capabilities and integrations that further streamline workflows.
“We’ve got a lot of exciting things coming, and much of that is because of the feedback we’ve received from customers. They’re telling us what they need, and we’re building it.”
Your Voice Matters
At Woven, we know that your voice is one of our greatest assets. Your feedback drives our product roadmap and helps us deliver solutions that truly make a difference. Whether you’re an existing customer or just getting to know us, we want to hear from you. Have a feature suggestion? Is there something that would make managing your locations easier? Let us know!
Together, we can continue to innovate and ensure that Woven remains the go-to platform for multi-location brands looking to scale and thrive.
Stay tuned for more updates on Woven’s latest features and improvements by subscribing to our monthly newsletter, The Thread. And if you’re ready to see how Woven can transform your operations, schedule a demo today!
