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This guide helps Customer Success teams customize feature walkthroughs based on each customer’s subscription. Each section is self-contained — cover only the modules included in the customer’s contract.

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Core Platform (Included in All Subscriptions)

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Knowledge Hub

Who it’s for: All Deeto users The Knowledge Hub is the heart of Deeto — a centralized repository where all customer voice and participation activities come together. It serves as your single source of truth for authentic customer voice, including customer records, prospect profiles, and contributors from win/loss analysis (both won and lost opportunities) and any other use cases available in the platform. Knowledge Hub Key capabilities
  • Unified view of all customer and prospect feedback, quotes, stories, generated content, and participation history
  • Company and people profiles with complete engagement tracking
  • Asset library storing quotes, summaries, video testimonials, and approved content
  • Full-text search with filters by company, persona, industry, sentiment, or date
  • Engagement scoring and advocate identification
Best practices Make it a daily habit — encourage team members to check the Knowledge Hub before customer meetings, content creation, or strategic planning. Keep profiles current — regularly update customer records with new participation, role changes, and feedback. Use case example: The research team is investigating why deals are lost in the enterprise segment. They search the Knowledge Hub for profiles from lost opportunities and filter by company size. By reviewing feedback from prospects who chose competitors, they identify that “integration complexity concerns” appears in 60% of lost deals — an insight that informs both product roadmap and sales messaging.

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Campaigns Hub

Who it’s for: All Deeto users (except Sales) The Campaigns Hub is your command center for designing and deploying Voice of Customer collection campaigns. Capture authentic feedback at scale through AI-powered interviews or customizable surveys. Campaigns Hub Key capabilities
  • AI-Powered Interviews — conversational interviews that adapt based on responses (general-purpose or specialized for win/loss, churn, etc.)
  • Surveys/Questionnaires — fully customizable question sets for structured feedback collection
  • CRM-triggered outreach and segment-based targeting
  • Automatic transcription, summarization, and sentiment tagging
Best practices Start with clear objectives — define what you want to learn and how you’ll use the insights before creating a campaign. Keep surveys concise — shorter surveys drive higher completion rates. AI interview length is determined by the interviewee’s availability — they naturally adapt. Automate based on lifecycle triggers — deploy campaigns automatically after key moments like post-implementation or pre-renewal. Use case example: The Product Marketing team creates an AI-powered win/loss interview campaign targeting closed opportunities. The interview adapts based on whether the deal was won or lost, exploring decision criteria and competitive considerations. The AI summarizes key themes and sentiment, giving Product Marketing actionable intelligence to refine positioning.

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Optional Add-On Modules

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Imported Assets

Who it’s for: All Deeto users Bring existing Voice of Customer content into Deeto. Upload any PDF or link (including video links) to create a unified repository of customer proof — regardless of where it was originally created. Imported Assets Key capabilities
  • Support for PDFs and links
  • Automatic metadata extraction and AI-powered summarization
  • Tagging and categorization
  • Unified search alongside natively collected content
Best practices Audit existing content first — prioritize recent, high-quality assets that are still relevant and approved for use. Verify permissions — confirm imported content has proper customer approval for continued use. Use case example: The Customer Marketing team has 50 PDF case studies scattered across SharePoint and team drives. They upload all case studies into Deeto, where the AI summarizes each one and applies tags. Now the team can find relevant case studies in seconds instead of hunting through file systems.

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Go-to-Market Hub

Who it’s for: Go-to-Market teams (Sales, Sales Development, Sales Enablement, Marketing) Transform customer intelligence into revenue acceleration. The Go-to-Market Hub provides reference management, prospect matching, and personalized microsites that connect the right customer proof to the right opportunity at the right time. Go-to-Market Hub Key capabilities
  • Reference pool with availability tracking and burnout prevention
  • Automated matching based on any criteria mapped in Deeto or your CRM
  • Streamlined scheduling once a prospect and reference are matched
  • Personalized microsites with dynamic content and engagement tracking
  • Direct CRM integration with proof recommendations in opportunity records
Best practices Build a diverse reference pool — ensure coverage across industries, company sizes, and use cases. Gaps create bottlenecks in deals. Track and optimize — monitor which assets and references drive deal progression. Build and automate persona-based microsites — define the stages within which you would like to proactively lead with customer voice and create persona-based microsites that will be automatically triggered within those stages. Use case example: An Account Executive has an opportunity stuck in late-stage evaluation. The prospect wants to speak with a similar customer. The AE opens the Go-to-Market Hub (or CRM if integrated), finds references matching the prospect’s industry and company size, and selects a match. Scheduling happens automatically, and the reference call takes place within a week — moving the deal to close.

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Referral Hub

Who it’s for: Go-to-Market teams (Marketing, Sales, Customer Marketing) Turn happy customers into a growth engine with structured referral programs. Design, deploy, and manage campaigns that reward advocates for introducing new business opportunities. Referral Hub Key capabilities
  • Customizable referral forms and landing pages
  • End-to-end tracking from submission to conversion
  • Personalized affiliate links for your customers
  • Integration with Rewards Hub for incentive fulfillment
Best practices Make referring easy — reduce friction with simple forms and clear instructions. Communicate throughout the process — keep referrers informed about referral status to maintain engagement. Track the full funnel — measure conversions, not just submissions. Optimize for quality referrals. Use case example: The Customer Marketing team creates a branded referral program with clear incentives — $500 gift card for each referral that converts. They launch to top NPS respondents and track submissions through conversion. In the first quarter, the program generates 15 qualified opportunities and 4 new customers.

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Rewards Hub

Who it’s for: All Deeto users (configured by program champion) Manage recognition and incentive fulfillment across all participation activities. From referrals to references to feedback submissions, the Rewards Hub ensures contributors feel valued for their participation. Rewards Hub Key capabilities
  • Points-based or monetary reward systems
  • Customizable reward catalogs (gift cards, swag, donations)
  • Trigger-based automated fulfillment
  • Expense tracking
Best practices Align rewards to effort — higher-effort activities (reference calls, video testimonials) should earn greater rewards than lower-effort activities. Offer choice — provide options including charity donations, swag, or personalized gift cards. Set clear expectations — communicate how contributors earn rewards and how long fulfillment takes (72 hours). Use case example: The Deeto champion implements a points-based system: survey completion earns 100 points, providing a quote earns 150 points, reference calls earn 500 points. Contributors redeem points for gift cards, swag, or charity donations. The system automatically tracks accumulation and sends redemption notifications.

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AI Assistant

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Personal AI Assistant

Who it’s for: All Deeto users Access all Voice of Customer data through natural language. Ask questions, request summaries, and uncover insights through conversational queries — no complex searches or filters required. Personal AI Assistant Key capabilities
  • Natural language queries across all customer data
  • Intelligent summarization with theme and pattern identification
  • Cross-reference data across customers, campaigns, and time periods
  • Customer-voice based content creation on demand
Best practices Be specific in your queries — “What are customers saying about our onboarding experience?” yields better results than “What do customers think?” Use follow-up questions — the AI retains context, so drill deeper: “Which industries mentioned this most?” Verify and explore — use AI insights as a starting point, then explore underlying data for full context. Use case example: The Product Marketing lead needs a summary of customer sentiment for the quarterly board meeting. They ask: “Summarize customer feedback themes from the past quarter and highlight three standout success stories.” The AI generates a concise summary with specific quotes, ready for the board deck.

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Content Studio Hub

Who it’s for: All Deeto users Transform Voice of Customer data into polished, publish-ready assets. Generate case studies, research reports, blog posts, and more directly from customer feedback — powered by AI. Content Studio Hub Key capabilities
  • AI-generated case studies, research reports, executive summaries, and more
  • Brand voice and style configuration
  • Multiple format exports
  • Automatic source attribution and approval tracking
Best practices Start with strong source material — the best generated content comes from rich, detailed customer feedback in your Knowledge Hub. Edit for authenticity — AI-generated content is a starting point. Review and refine to ensure it aligns with your brand voice. Verify customer approval — confirm quoted customers have approved content for external use before publishing. Use case example: A customer just renewed with a major expansion and shared glowing feedback. Content Marketing selects the customer in the Knowledge Hub and clicks “Generate Case Study.” The AI drafts a complete case study from available feedback and quotes. After minor edits and customer approval, it’s published within a week — previously a two-month process.

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Research Hub

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Research Hub

Who it’s for: All Deeto users, with particular focus on Research teams, Product Marketing, and Product Management Transform conversations into a scalable research system. Run continuous research programs — win/loss analysis, churn investigation, product feedback — using AI-powered interviews. Each interview is automatically transcribed, tagged, and summarized, with insights surfaced through interactive dashboards. Research Hub Key capabilities
  • AI-powered interviews with configurable guides for different research objectives
  • Research program templates (win/loss, churn, product feedback, etc.)
  • Interactive dashboards with theme visualization and trend analysis
  • Segment-based filtering by industry, company size, or outcome
  • CRM-triggered interview deployment
Best practices Define clear research objectives — choose your use case based on clear objectives to ensure maximum alignment. Run research continuously — the most valuable insights come from ongoing programs, not one-off studies. Segment your analysis — patterns emerge when you slice data by industry, company size, or outcome. Use case example: Product Marketing implements a win/loss program through the Research Hub. When an opportunity closes in Salesforce, an AI interview is automatically triggered. The interview adapts based on outcome — exploring decision criteria for wins and barriers for losses. The dashboard reveals “implementation timeline concerns” is the top reason for lost deals, informing updated messaging.

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Integrations

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CRM Integration (HubSpot / Salesforce)

Who it’s for: All Deeto users who use a CRM, with focus on sales teams Connect Deeto to your CRM for seamless data flow. Sync customer data into Deeto, surface insights within CRM records, and trigger campaigns based on lifecycle events. Key capabilities
  • Import and sync customer/contact records from CRM
  • Surface customer proof and feedback within CRM records
  • Embed reference recommendations in opportunities
  • Trigger campaigns based on CRM events (close, renewal, support ticket)
Best practices Map fields thoughtfully — take time to map CRM fields correctly during setup. Clean data in means clean insights out. Train teams on CRM access — show teams how to access Deeto insights from within their CRM workflows. Use case example: An Account Executive opens an opportunity in Salesforce. A Deeto widget displays recommended references matching the prospect’s profile, along with relevant quotes. The AE selects a reference without leaving Salesforce, and scheduling flows automatically.

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Gong Integration

Who it’s for: All Deeto users who use Gong Import conversation intelligence into Deeto. Enrich your customer voice data with insights from sales and customer success calls, including transcripts, quotes, and sentiment analysis. Key capabilities
  • Automatic import of call transcripts with AI summarization
  • Quote extraction and sentiment analysis
  • Unified search across Gong conversations and Deeto feedback
Best practices Configure import filters — focus on customer-facing calls where authentic voice is captured. Use for competitive insights — Gong data is particularly valuable for understanding how customers talk about competitors. Use case example: Product Marketing searches Deeto for mentions of a key competitor. Results include both survey feedback and Gong call excerpts. They discover customers frequently mention the competitor’s pricing model as a concern — informing updated battlecard messaging.

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Slack Integration

Who it’s for: All Deeto users who use Slack Deliver real-time Voice of Customer notifications to your team’s Slack channels. Surface feedback, alerts, and insights where your team already works. Key capabilities
  • Real-time notifications for new feedback, NPS scores, and campaign completions
  • Click-through to full feedback in Deeto
Best practices Choose channels strategically — route notifications to relevant channels (e.g., feature feedback to Product, reference requests to Sales). Use case example: A customer submits a low NPS score through a Deeto survey. Slack immediately posts an alert to #customer-success with the score and comment. The team coordinates outreach within an hour to address concerns.

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G2 Integration

Who it’s for: Customer Marketing, Product Marketing Connect Deeto to your G2 review profile. Sync reviews into your Knowledge Hub and run campaigns to generate new reviews from satisfied customers. Key capabilities
  • Import G2 reviews with automatic sentiment tagging
  • Deploy campaigns encouraging customers to leave G2 reviews
  • Track campaign-to-review attribution
  • Search G2 reviews alongside first-party feedback
Best practices Time review requests thoughtfully — ask for G2 reviews after positive interactions, not during periods of frustration. Combine with Rewards Hub — offer incentives for leaving reviews (where compliant with G2 guidelines). Use case example: A Marketing Manager wants to boost G2 reviews before the quarterly Grid report. They create a campaign targeting customers with NPS scores of 9 or 10, including a direct link to G2 and a thank-you reward. The campaign generates 45 new reviews over four weeks.

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Support

Contact your Deeto Customer Success Manager or email support@deeto.ai.