Drive departmental decision making
Analyzing customer support data is essential to understanding what’s important to your customer and how they’re interacting with your product. The most successful companies intentionally study their CS data and use it to inform many initiatives and multi-departmental decisions, including: customer service process, software bugs & product defects, helping marketers gain detailed brand & product sentiment, content strategy and blog ideas, UX/UI design, CX practices, product management, and impact on the P&L statement.
Leaders in Marketing, Customer Service, and Product Management use Spiral’s AI-powered platform as their proverbial ‘war room’ to keep a curated tab on omnichannel support insights. Spiral carefully handles your data from customer chats, emails, phone calls, NPS, social, feedback forms, reviews, SMS, and then automatically groups issues into actionable categories, giving you a 360° predictive view of your customer experience issues before they escalate.
From high-level reports to low-level support ticket detail, you’ll always know what’s happening.
Receive nuanced reports that show specifically how Marketing, Customer Service, Product Management, and Content are moving the needle together.
Get as granular as needed; start with high-level departmental insights and then drill all the way down the to lowest-level customer verbatims that inform customer intent and brand sentiment.
Financially quantify how the customer experience is affecting your P&L.