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Winning teams move fast on what their customers need and and critical customer needs are hiding in plain sight across support tickets, NPS scores, and app store reviews. Feedback is constant but scattered across teams and tools, finding trends in fragmented feedback is time consuming and alignment is touch when teams rely on different data. Channels solves this problem for product teams. Powered by Generative AI, Channels automatically analyzes thousands upon thousands of pieces of voice of customer data, giving you and your teams a real-time pulse on customer needs, issues and, roadmap opportunities.

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How do Channels work?

A single Channel identifies and tracks themes in always-on, high volume data sets. They provide a birds-eye view of your customers by making sense of support tickets, product reviews, NPS, or churn responses. Channels are designed to fit into a designer’s or product manager’s existing workflow when looking to gather real-time insights from high-volume feedback quickly and efficiently to build their product roadmap.

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How data is analyzed and organized

A single Channel identifies and tracks themes in always-on, high volume data sets. They provide a birds-eye view of your customers by making sense of support tickets, product reviews, NPS, or churn responses.
  1. Data points – Single data points imported into a Channel from a connected integration. It could be a support ticket thread, an NPS response, or any kind of continuous product feedback.
  2. Themes – The power of LLM and ML automatically creates themes from your data points. These themes live within a single channel, where they can be tracked over time to help you pinpoint trends. A theme is a collection of related data points with a title.
  3. Topics – We automatically organize themes into high-level topics. These help guide how new themes are automatically created and data is classified in your channel.

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Key features of Channels

Feedback Centralization
  • Sync data from tools like Zendesk, Intercom, Jira, and more.
  • Import NPS, app store reviews, and in-product feedback.
AI-Driven Insights
  • Automatically classify data into actionable themes and trends.
Customizable topics
  • Align Channels with your organization’s key priorities and goals.
Real-Time Updates
  • Keep your finger on the pulse of customer feedback without manual effort.