15,287
Customer feedback analysis
2022-05-09
Idiomatic
Transforming customer feedback into intelligence.
Overview
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Idiomatic is a cutting-edge customer intelligence platform utilizing artificial intelligence to analyze customer feedback and turn it into a comprehensive voice of the customer image.
The platform identifies customer pain points, drivers, and sentiment across various contact sources. It specifically assists customer support, customer experience, and product teams in leveraging existing user feedback effectively to improve product, service, or operational developments.
Idiomatic's primary aim is to uncover the 'why' behind customer feedback with advanced AI tailored to your business. This eliminates dependence on general text analytics and manual analysis.
The platform uses AI to analyze all types of customer feedback across various data sources, including customer support, customer surveys, app reviews, social media, forums, and product reviews.
Core features of the platform include custom data labels organized in easy-to-understand categories, AI-generated ticket group summaries, custom sentiment analysis models, and ability to create and track different user segments.
Other features include automated routing and escalating support tickets based on the issue, the ability to build, schedule, and share custom reports on customer issues, and calculating fully-loaded cost per ticket per help desk channel, customer segment, and customer issue.
These features aid businesses in streamlining support operations, decreasing costs, and improving product satisfaction.
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Idiomatic was manually vetted by our editorial team and was first featured on March 13th 2024.
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Pros and Cons
Pros
Analyzes various contact sources
Assists customer support teams
Improves customer experience
Deeper product understanding
Leverages existing user feedback
Unveils reasoning behind feedback
Analyzes customer feedback types
Includes customer support data
Includes customer survey data
Includes app review data
Includes social media data
Includes forum and product review data
Custom data labels
Custom sentiment analysis
Tracks user segments
Automated ticket routing
Automated ticket escalation
Custom report building
Scheduled report sharing
Cost per ticket calculation
Streamlines support operations
Decreases costs
Improves product satisfaction
Customizable data labels
Channel-specific sentiment analysis
User segment creation
User segment tracking
Automated support tickets triage
Customizable reports
Help desk channel cost analysis
Customer segment cost analysis
Customer issue cost analysis
Support costs minimization
Customizable labels per customer
Analyzes any form of feedback
Manages structured data
Implementation within weeks
Low costs compared to headcount
Precise and accurate labels
Data security priority
Third-party data safety attestation
Handles customer size and type data
Handles customer purchase history data
Handles customer location data
Handles customer channel data
Handles NPS rating data
Custom labels from raw feedback
Cons
No API integration mentioned
No multilingual support specified
Label customization may cause inconsistencies
Cost per ticket calculation might not be accurate
Implementation time unclear
May disregard important general text analytics
No platform compatibility info
Not specified if real-time analysis performed
Data privacy and security unclear
Q&A
What is Idiomatic used for?
Idiomatic is used for analyzing customer feedback. It is a customer intelligence platform that utilizes artificial intelligence (AI) to examine different contact sources and identify customer pain points, sentiment, and drivers. It is designed to assist customer support, customer experience, and product teams by effectively using existing user feedback to enhance product, service, and operational developments.
How does Idiomatic analyze customer feedback?
Idiomatic analyzes customer feedback using advanced AI tailored to your business. By analyzing all types of customer feedback across different data sources, it uncovers the 'why' behind customer feedback. This eliminates dependence on general text analytics and manual analysis.
What kind of data does Idiomatic analyze?
Idiomatic analyzes all types of customer feedback, including customer support interactions, customer surveys, app reviews, social media chatter, forum discussions, and product reviews.
What is the primary aim of Idiomatic?
The primary aim of Idiomatic is to uncover the 'why' behind customer feedback. It aims to provide a comprehensive voice of the customer image by analyzing customer feedback and identifying pain points, drivers, and sentiment.
How does Idiomatic assist customer support and customer experience teams?
Idiomatic assists customer support and customer experience teams by providing a platform that transforms customer feedback into actionable intelligence. It aids these teams in leveraging existing user feedback effectively to drive improvements in products, services, and operations.
Are there any unique features of Idiomatic?
Unique features of Idiomatic include AI-generated ticket group summaries, custom sentiment analysis models, and custom data labels organized in an easy-to-understand manner. It also provides the ability to create and track different user segments and automate routing and escalation of support tickets based on the issue.
Can Idiomatic handle social media and app reviews analysis?
Yes, Idiomatic is equipped to handle analysis of social media chatter and app reviews. It parses diverse feedback data from these sources to provide insightful, actionable intelligence.
What is the role of AI in the functionality of Idiomatic?
AI plays a significant role in Idiomatic's functionality. AI is used to analyze the customer feedback from various sources to uncover meaningful insights. This includes generating ticket group summaries, producing custom sentiment analysis, and categorizing data with custom labels.
What are the core features of Idiomatic?
The core features of Idiomatic include AI-generated ticket group summaries, custom sentiment analysis models, and custom data labels organized in an understandable manner. Other features include automated routing and escalating support tickets, the capability to build, schedule, and share custom reports on customer issues, and calculating the fully-loaded cost per ticket for help desk channel, customer segment, and customer issue.
How does Idiomatic help with sentiment analysis?
Idiomatic helps with sentiment analysis by using custom sentiment analysis models. These models are calibrated to the specific channels of your customer feedback, enabling you to track more accurate sentiments by channel.
What kind of custom reports can I generate with Idiomatic?
With Idiomatic, users can build, schedule, and share custom reports on customer issues. It provides an interactive dashboard from which these reports can be generated and email sharing options for efficient distribution.
How does Idiomatic calculate the cost per ticket?
Idiomatic calculates the fully-loaded cost per ticket by taking into account the cost per help desk channel, per customer segment, and per customer issue. This feature aids in streamlining support operations by highlighting areas where resource allocation can be optimized for financial efficiency.
Can Idiomatic automate ticket routing and escalation?
Yes, Idiomatic can automate ticket routing and escalation. Its system allows for the automatic categorization of support tickets based on the issue, which enables rapid and efficient resolution of customer grievances.
How does Idiomatic use AI to enhance customer feedback?
Idiomatic uses AI to enhance customer feedback by categorizing and quantifying any type of customer feedback from all data sources. It unlocks the 'why' behind customer feedback, turning it into a complete, data-driven voice of customer picture.
Does Idiomatic have custom data labels?
Yes, Idiomatic provides custom data labels which are organized in easy to understand categories. This bridges the gap between how customers speak and how businesses describe issues, making it easier to surface trends and obtain up-to-date insights.
How is customer feedback transformed into intelligence by Idiomatic?
Customer feedback is transformed into intelligence by the AI-driven system of Idiomatic, which analyzes feedback across various contact sources, identifying key customer pain points, sentiment, and drivers. It provides a comprehensive image of customer feelings and expectations, allowing businesses to improve product, service, or operational developments.
How can Idiomatic help improve product satisfaction?
Idiomatic helps improve product satisfaction by offering deep insights from customer feedback, which can be used to understand user experiences, identify areas of improvement and enhance overall product offerings based on customer-centric data.
Does Idiomatic have any functions aimed at decreasing costs?
Idiomatic has features aimed at decreasing costs such as the cost per ticket calculation. By having a clear understanding of the cost per help desk channel, customer segment, and customer issue, businesses can manage their resources more effectively and minimize costs.
What types of customer feedback can Idiomatic analyze?
Idiomatic can analyze all types of customer feedback, ranging from customer support communications, customer surveys, app reviews, social media interactions, forum discussions, to product reviews.
How does Idiomatic aid in operational developments?
Idiomatic aids in operational developments by providing comprehensive analysis of customer feedback. The insights derived from this analysis can guide decisions about operational enhancements, product updates, and customer service improvements.
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