FAQs Archive - Page 5 of 6

Q: Can I search for specific topics and themes?

Yes, you can search for any problem, topic, or theme in free text and get all the feedback you need to answer your question quickly and easily. You can also filter your search to include only specific integrations or other relevant search criteria.

Q: Can I drill down into the results of the AI analysis?

Yes, it’s nice to see all your biggest problems on a high level, but it’s even nicer to be able to drill down into the underlying issues behind a big problem. Our AI analysis allows you to dive deeper into any topic and see the feedback that supports the problem. You can see how many times the feedback was mentioned, by whom and when, get a list of customer quotes to support internal business decisions, and filter by dates, customer segments, products, services, and much more. Lastly, you are always one click away from reading the original data yourself. We know that context matters, and that’s why we built full transparency into how the AI came to the conclusions it did.

Q: Can I change things in the analysis?

Yes. We know that sometimes you just want to change a headline, summary, or a small thing. You can always edit and change anything the AI is presenting to you, and we will also make sure to mark the feedback as changed and save a change history in case you need visibility into the historical changes made.

Q: Can I filter by product, services, and more?

Yes, we allow you to create your own categories, products, services, and much more. This allows you to easily filter the AI analysis based on how you work internally. This is done in collaboration with you during our onboarding process.

Q: Can I use my own categories?

Yes, you probably already have a list of categories or taxonomy you use to categorize your customer feedback. With our AI analysis, you can use your own categories and, furthermore, allow the AI to create new categories if some feedback falls outside the categories you have. You can also give our AI autonomy to create all the categories based on the feedback. But don’t worry—no matter if you prefer to use your own, our AI’s, or a combination of both, we will make sure our AI analysis is aligned with the way you prefer to categorize your feedback.

Q: Can I customize how the AI analysis works?

Yes, we have many customers who want our AI analysis to do specific things, such as looking at support data and identifying workarounds, or looking at sales data to identify the most common questions.

Q: How does the AI analysis work?

Our AI feedback analysis works exactly the same way an experienced data analyst would approach analyzing customer feedback. First, it breaks down everything in the feedback into problems and praise, as one piece of feedback might mention multiple problems. Afterwards, it categorizes the feedback into themes based on meaning and not keywords, as many people can complain about the same thing using different keywords. Once the feedback is categorized, you can see all the biggest pain points and praise you’re receiving. Each category comes with an executive summary, quotes, recommendations, a timeline, and the ability to filter and drill down into a problem area to learn more.

Q: Do you offer custom integrations?

Yes! We know that you might have valuable feedback in your app, sheets, or internal databases. That’s why we built an SDK that allows us to connect to any internal data source you might have. Our team would set this up for you.