Instant Voice of Customer
Any help desk, any survey, any feedback, any scale.
How it works:
Truly customer-focused
companies use Idiomatic
Our customer intelligence solutions
We identify customer pain points, drivers, and sentiment across different contact sources. We solve the problem of CS, CX & Product teams not being able to leverage existing user feedback effectively to drive product, service, or operations improvements.
We unlock the “why” behind your customer feedback with advanced AI that’s customized to your business. Stop relying on general text analytics & manual analysis, and turn your customer feedback into a complete, data-driven voice of customer picture with Idiomatic’s customer intelligence software.
The customer feedback
data we analyze
Listen to all of your customers, not just the ones who answer surveys. We categorize and quantify any type of customer feedback from all of your data sources.
Customer Support
Customer Surveys
App Reviews
Social Media
Forums &
Communities
Product Reviews
Some of our customer-favorite features
Custom data labels organized in easy to understand categories and issues
We bridge the gap between how your customers speak and how you describe the issues, by creating a comprehensive and custom set of labels for each of your unique data sets. This results in
- Surfacing trends you may not have seen before.
- Unified and up to date insights on an on-going basis.
Ticket group summaries
We show you a summary (generated by AI) of each critical topic, representing a group of similar tickets so you don’t have to read each ticket to understand trends in your data.
Custom sentiment analysis models
Our sentiment labels are calibrated to the specific channels of your customer feedback. For each data source (app reviews, support tickets, etc.) we have different sentiment analysis models. As a result, you can track more accurate sentiments by channel.
Ability to create and track different user segments
With the custom filters you create for your user segments, you can view which issues are important to your specific user segments.
Routing and triage of support tickets
You can improve your support experiences by automatically routing and escalating tickets based on the customer issue.
Report builder
You can build, schedule and share custom reports (via email) about your customer issues, from the Idiomatic dashboard.
Cost per Ticket
You can calculate your fully-loaded cost per ticket (for each ticket). It shows your cost
- per help desk channel
- per customer segment
- per customer issue.
Knowing your cost per issue allows you to prioritize your support operations to maximize your ROI and minimize your costs to have the greatest impact on the company bottom line.
What our customers say
Pinterest
Customer Support Team
"Idiomatic allows us to more accurately identify and quantify tickets which helped us put together a strategy to improve the customer experience."
Instacart
Customer Experience Team
"We basically have two timelines in our company: pre-Idiomatic (not useful) and post-Idiomatic (what everyone uses)"
Upwork
Customer Support Team
"Idiomatic gave us the customer voice insights we needed to improve support operations while eliminating the need for manual reviews"
Pinterest
Customer Success Team
"Idiomatic is critical for my analysis and consequently the insights I surface to the product team"
System and Organization Controls (SOC) 2 report
At Idiomatic, keeping customer and stakeholder data secure is our top priority. To ensure that our systems and controls have been designed appropriately to achieve that goal, we sought out third-party attestation from a qualified auditing firm. Our SOC 2 report is the result of their examination.
Selected Blog Posts
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