What is Idiomatic?
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.
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
Idiomatic FAQ
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.
