# Voice of the Customer

> **Version 1.0.0 · Last updated 2026-10-22 · Difficulty: Beginner · Setup time: 15–30 minutes**
>
> 🧩 **Based on the prebuilt skill `Voice-of-the-customer`.** You attach it; you don't have to write it.

Every morning your clone reads the last 24 hours of customer signal across your tools and sends one report: what hurt, what they asked for, what they loved, and what you owe them.

---

## 1. Overview and value

Each day the clone combs:

| Source | Where it looks |
|---|---|
| Email | Customer-facing threads (Gmail or Outlook) |
| CRM support items | Salesforce Cases created or updated; HubSpot notes and engagements |
| Linear | Customer-driven issues |
| Calls and meetings | A Drive or OneDrive transcript folder, `meeting_archive`, `call_archive` |
| Knowledge base | Notes via `search_knowledge` |

It normalizes every finding (account, theme, category, sentiment, severity, source, summary, evidence, owner), removes duplicates, and groups by theme, then account.

**Report sections:** TL;DR · Pain & Friction · Requests & Needs · Wins & Love (always included) · What We Owe Them · Themes & Trends · Recommended Actions.

## 2. Who it's for

Customer Success, Support, Leadership (a daily pulse on customers) and Marketing (quotes-worthy wins, recurring themes).

## 3. How it works

```
 Weekdays 8 AM  ("Run Voice of the Customer")
          │
          ▼
 Email · CRM cases/notes · Linear · transcripts · knowledge notes
          │   (trailing 24 hours; each source checked separately)
          ▼
 Normalize ► Dedupe ► Group by theme, then account
          │
          ▼
 HTML email to the requesting user
 (channel post ONLY if asked or configured in the scheduled prompt)
```

## 4. What the clone does (and never does)

**Does:** reads sources, reports each as "No new signal from [source]" (connected, nothing new) or "[source] not connected" (can't check), includes Wins & Love every time.
**Never:** invents quotes, includes personal contact details by default (company names and themes only), emails customers, or changes any record.

## 5. Setup walkthrough

1. Give **CLONE-INSTRUCTIONS.md** to your clone: "Set this up. Show me a plan first."
2. Review the discovery table.
3. Answer the few placeholder questions.
4. Approve the plan: the clone attaches **Voice-of-the-customer** via the platform.
5. Connect your sources (sign-in screens). More sources means a better report.
6. The clone creates the scheduled task with "Run Voice of the Customer".
7. Run it once on demand and review.

## 6. Placeholders to decide

| Placeholder | Meaning | Example |
|---|---|---|
| `{REPORT_RECIPIENT}` | Who gets the email (default: you) | you@yourcompany.com |
| `{RUN_TIME}` | Schedule and time zone | Weekdays 8 AM America/New_York |
| `{TRANSCRIPT_FOLDER}` | Drive/OneDrive folder for transcripts | Call Transcripts |
| `{TEAM_CHANNEL}` | Optional Slack/Teams channel | #customer-voice |

## 7. What to expect

An email with subject **Voice of the Customer: {DATE}** each scheduled day. Quiet days say so per source. Wins are always included.

## 8. Customizing

Add the channel post wording to the scheduled prompt, narrow to certain accounts or segments, change the lookback, or ask for a weekly version.

## 9. Known gotchas

- **Connect as many sources as possible.** Unconnected sources are reported, but gaps limit insight.
- **Keep transcripts in one consistent folder.**
- **Different tools:** this is not Customer Pulse (per-account activity) or Weekly Customer Updates Recap (what you sent).
- **Channel posts are opt-in.**

## 10. FAQ

**Who gets the email?** The requesting user by default.
**Does it need a CRM?** No, but cases and notes add a lot.
**Does it include contact names?** Not by default.
**Will it make up quotes?** No. Evidence is taken from sources only.
**HubSpot?** Supported via notes and engagements (no ticket operator).

## 11. Troubleshooting

| Symptom | Likely cause | Fix |
|---|---|---|
| No email | Schedule missing or email not connected | Ask the clone to list scheduled tasks |
| "[source] not connected" | Connection missing or expired | Sign in again |
| Transcripts missing | Folder not consistent or not shared | Use one folder, share it |
| No channel post | Not requested | Add wording to the scheduled prompt |

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**Version:** 1.0.0 · **Last updated:** 2026-10-22 · Part of the Clone Use Case Library.