Business Intelligence Software
Idiomatic is Voice of Customer in a box, used by companies such as Pinterest, Instacart, and HubSpot. It can be used to build a voice of customer program or to look into automating an existing program.
With Idiomatic, customer feedback analysis can power the VOC to make changes that actually improve your Customer Experience.
Idiomatic:
-Ingests your customer feedback from every data source.
-Automatically classifies the feedback so you don’t have to read every comment.
-Prioritizes feedback so you can focus on what matters.
-Summarizes and communicates that feedback to the parties who matter.
The solution aims to eliminate manual deep dives. Idiomatic pre-tags tickets for customer service routing. The customer feedback data types analyzed include helpdesk, surveys, app reviews, product reviews, social media, and forum/communities.
The biggest drawback we hear about other customer feedback analytics software is that they use general models are good at surfacing high-level themes, insights, and key phrases in text analysis, but are not tailored to give specific granular insights for each individual business or industry, taking into account language that is unique to you. This means that you still have to do deep dives to read lots of tickets to understand the specifics of what’s going on with a theme or phrase.
Idiomatic builds a new taxonomy unique to each client’s business that helps you better understand your customers and their specific feedback about your products and services. The Idiomatic models are not “theme” based, but use machine learning based on our taxonomy to better understand the relationship and meaning of your customer feedback. This means you can process high volumes of data at scale, and deliver specific human-understandable insights without requiring you to do deep dives to read lots of tickets to get actionable insights about your business.
