If you work in sales, customer success, or product, you don’t have time to dig through hours of call recordings. But you do need real, unfiltered feedback from your customers. If you’re tired of playing telephone or sifting through messy notes, you’re in the right place. This guide will show you how to pull out the best bits of customer feedback from your calls—and actually share them with your team—using Jimminy, a call recording and analysis platform that’s good, but not magic.
Let’s skip the fluff and get into what actually works.
Step 1: Set Yourself Up for Success Before the Call
Before you hit record, a little prep goes a long way. Jimminy only captures what you put in front of it, so set yourself up to get useful feedback, not just small talk or sales pitches.
Checklist: - Know what you want to learn. Are you after product complaints? Feature requests? Pricing objections? Jot down your focus. - Prep your call agenda. Leave space for open-ended questions that invite honest feedback. - Let the customer know you’re listening. Tell them you want their real thoughts—don’t just go through the motions. - Test your recording setup. Make sure Jimminy is integrated with your calendar and call software (Zoom, Teams, etc.), and that recordings are enabled.
Pro Tip:
Don’t overthink it. You’re not making a documentary. Just make sure you’re actually capturing the calls you care about, and you know what you’re listening for.
Step 2: Record and Capture with Jimminy
Once you’re set up, Jimminy will record your call and transcribe it automatically. This is the easy part, but there are some ways to make your life easier down the line.
- Tag in real time. If you’re multitasking on the call, use Jimminy’s tagging or note-taking features to highlight feedback as it happens. A simple “feature request” or “pricing confusion” tag saves you a lot of scrubbing later.
- Bookmark moments. Hit the bookmark button when you hear something useful: “That’s a great point—I want to find that later.” It takes two seconds.
- Don’t rely on AI summaries. Jimminy’s AI will spit out a summary or “insights,” but these are only as good as your prompts and the software’s limitations. Always double-check important moments yourself.
What to ignore:
Don’t try to tag or bookmark every single thing. Focus on the feedback that’s new, surprising, or comes up repeatedly. If you flag everything, you’ll just create a new haystack.
Step 3: Review the Call—The Smart Way
Here’s where people waste the most time: relistening to entire calls or reading transcripts line by line. Don’t do that.
- Jump to your bookmarks and tags. Use Jimminy’s timeline to skip straight to the parts you marked.
- Skim the transcript. Search for keywords like “problem,” “wish,” “don’t like,” or your product name. This helps you zero in on real feedback fast.
- Double-check AI highlights. The AI can miss context or nuance. If it flags something as “positive sentiment,” make sure it’s not just someone being polite.
Pro Tip:
If you’re reviewing a call for someone else (like product or leadership), focus on verbatim quotes. Nothing cuts through internal debates like, “A customer literally said this.”
Step 4: Extract Key Feedback—Don’t Overcomplicate It
This is where folks get stuck: what counts as “key feedback”? Short answer—anything that’s actionable, repeated, or surprising.
Look for: - Patterns: Are multiple customers complaining about the same thing? - Specific suggestions: Not just “I don’t like X,” but “I wish X did Y.” - Objections or blockers: Why didn’t they buy? Why are they frustrated? - Moments of delight: Don’t just collect problems—what’s working well?
How to pull it out: - Copy the relevant transcript snippet or time-stamped audio clip. - Write a plain-English summary: “Customer wants a way to export data to CSV.” - Add context if it’s needed (e.g., “This is the third time we’ve heard this in a week”).
What doesn’t count:
General praise (“Great product!”) without details, or feedback that’s so specific it only applies to one unusual customer.
Step 5: Share Feedback So People Actually Use It
You’ve got your gold nuggets of feedback—don’t let them die in a spreadsheet.
- Use Jimminy’s sharing features. You can share clips, transcripts, or even just a time-stamped link to the exact moment in the call.
- Keep it bite-sized. No one wants a 60-minute recording. Share the 30-second clip or the key quote with a line of context.
- Put it where people work. Drop it in Slack, a product feedback board, or your CRM—whatever your team actually checks.
- Batch it up. If you’re collecting feedback over time, consider a weekly roundup: “Here are the top 3 things we heard from customers this week.”
What to skip:
Don’t create another 10-page slide deck. And don’t just dump raw transcripts on your team—no one will read them.
Step 6: Close the Loop
Don’t just collect feedback—show customers (and your team) that you’re listening.
- Follow up with the customer: “Thanks for sharing that feedback. We’re passing this along to our product team.”
- Track feedback over time: If you keep hearing the same thing, escalate it. Jimminy can help you spot trends, but only if you’re consistent about tagging and reviewing.
- Share wins internally: When a change gets made because of customer feedback, let everyone know. It motivates the team and reminds people why this work matters.
What Works, What Doesn’t, and What to Ignore
What actually works: - Tagging and bookmarking in real time, so you never have to relisten to a whole call. - Sharing short, direct quotes or clips with relevant teams, not just “call summaries.” - Focusing on patterns, not one-off comments.
What doesn’t: - Relying on AI to do all the work. It’ll miss nuance, sarcasm, and context. - Over-collecting feedback. If everything is “key feedback,” nothing is. - Sharing raw data. People want insights, not homework.
Ignore: - The pressure to make everything look pretty. Your goal is clarity and action, not presentation. - Fancy dashboards if no one uses them. Stick to what your team actually checks.
Keep It Simple and Iterate
The real trick with customer feedback is to make it a habit, not a heroic effort. Don’t wait for a “perfect” process or the latest AI upgrade. Use Jimminy to capture what matters, share it where people will see it, and tweak your approach as you go.
You’ll get better over time—and your team (and customers) will thank you for cutting through the noise.