In the fast-paced world of web accessibility, staying responsive to customer needs while scaling rapidly presents a unique challenge. For accessiBe, the market leader in AI-powered web accessibility solutions, this challenge became particularly acute as their customer base continued to expand to over 100,000 websites. Here’s how they transformed their product development process using real-time customer experience insights.
The Challenge: Scaling Without Losing Touch
Since its founding in 2018, accessiBe has experienced exponential growth in its mission to make the web more accessible to people with disabilities. However, this rapid scaling created significant hurdles for their product management team:
- Processing and analyzing customer feedback became increasingly complex as the user base grew
- Product managers needed data-driven insights to prioritize initiatives effectively
- The team was spending excessive time validating customer issues
- Maintaining customer-centricity at scale proved challenging
As Gilad Leshem, Head of Product at accessiBe, explains: “It’s very easy to stay customer-centric when you’re a small startup with a few dozen customers. But when you’re serving over 100,000 websites, you need a system to help you stay close to your users.”
Finding the Solution: Real-Time Product Intelligence
While accessiBe initially wanted to implement Tagado’s CX intelligence platform for basic sentiment analysis, they quickly discovered its potential as a comprehensive solution for real-time product intelligence. The platform enabled the acessiBe team to:
- Validate hypotheses around customer issues in real-time
- Analyze feedback from over 25,000 customers systematically
- Make data-driven decisions about feature prioritization
- Respond to emerging issues more quickly
The Impact: Dramatic Efficiency Gains
The results of implementing Tagado were immediate and substantial:
90% Reduction in Validation Time: What previously took product managers 8-10 hours now takes just one hour, representing a 90% improvement in efficiency. This dramatic reduction in validation time has freed up product managers to focus on strategic initiatives rather than routine problem-solving.
Enhanced Resource Allocation: The platform’s real-time insights allow product managers to instantly assess the scope of customer issues, enabling them to prioritize problems affecting the largest number of users. This data-driven approach ensures that high-impact issues receive immediate attention.
30% Reduction in Customer Ticket Resolution Time: By eliminating manual steps in the troubleshooting process, accessiBe reduced ticket resolution time by 30%. The team can now identify and address widespread problems before they escalate, improving overall customer satisfaction.
For accessiBe’s product team, Tagado’s alerting system proved to be the most valuable feature. As Leshem notes, “Product manager time is limited and costly, so I want them focused only on things that need to be addressed. Tagado helps with this by feeding us relevant insights in real-time, allowing product managers to confidently prioritize the most important issues.”
Looking Ahead: Expanding the Impact
The success of Tagado within accessiBe’s product team has opened up new possibilities for expansion. The company is now exploring additional use cases, including:
- Social product marketing analysis
- Brand sentiment monitoring
- More granular insight queries
- Integration with other operational processes
By leveraging real-time CX insights, accessiBe has not only maintained its customer-centric approach during rapid growth but has also significantly improved its product development efficiency. The company’s experience demonstrates how the right tools can help organizations scale while staying deeply connected to their users’ needs.
Ready to transform your product development process with real-time customer insights? Book a demo with Tagado today.
