Tool Information
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.
F.A.Q (20)
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.
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.
Idiomatic analyzes all types of customer feedback, including customer support interactions, customer surveys, app reviews, social media chatter, forum discussions, and product reviews.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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