Prep for a customer interview
Know the customer's usage and history before the interview.
Product · Software · When you ask · Updated
Works with
Slack
Amplitude
Mixpanel
PostHog
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
HubSpot
Salesforce
Attio
PipedriveHow do you prep for a customer interview?
To prep for a customer interview, tell Maito who you are meeting. It reads the account in HubSpot, Salesforce, Attio or Pipedrive, usage in Amplitude, Mixpanel or PostHog, and tickets in your support desk, then writes a one-page brief with a summary, anything odd in the data, and questions to ask.
How it's done today
PMs go into interviews cold.
What Maito does
- Pull usage, tickets and CRM notes
- Draft questions based on the research goal
Example
@Maito Prep me for the interview with Acme on reporting.
Acme at a glance 38 seats, $48,000 ARR, renews Dec 1 (HubSpot). Reports opened 212 times in the last 30 days (Amplitude), 61% by 4 people. They filed 3 tickets about exports: #4417 (CSV times out above 50,000 rows), #4468 and #4502 (PDF cuts off wide tables). The catch: HubSpot lists Marcus as the contact, but his last activity in Intercom was Aug 22. The daily report use now comes from Elena. Interview Elena, not Marcus. Questions to ask • Walk me through the last report you built from scratch • What do you do when an export fails? • Which report do you send to someone else every week? • What would you stop doing if reports updated by themselves? • Who decides the renewal now that Marcus has moved on?
Leo (1:45 PM):
Prep me for the interview with Acme on reporting.
Maito (1:49 PM):
Acme at a glance
38 seats, $48,000 ARR, renews Dec 1 (HubSpot). Reports opened 212 times in the last 30 days (Amplitude), 61% by 4 people.
They filed 3 tickets about exports: #4417 (CSV times out above 50,000 rows), #4468 and #4502 (PDF cuts off wide tables).
The catch: HubSpot lists Marcus as the contact, but his last activity in Intercom was Aug 22. The daily report use now comes from Elena. Interview Elena, not Marcus.
Questions to ask
• Walk me through the last report you built from scratch
• What do you do when an export fails?
• Which report do you send to someone else every week?
• What would you stop doing if reports updated by themselves?
• Who decides the renewal now that Marcus has moved on?
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect analytics
- Amplitude
- Mixpanel
- PostHog
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect CRM
- HubSpot
- Salesforce
- Attio
- Pipedrive
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It knows what is in your tools. What the customer thinks but never wrote down is for the interview to find out.
Questions
Plan and renewal date, usage in the last 30 days, recent tickets, and questions based on them.
Yes. It can show who actually uses the product, which is sometimes not the contact on file.
Your CRM (HubSpot, Salesforce, Attio or Pipedrive), analytics and support desk, whichever are connected.
