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How support requests and product feedback work together

Your customers share their feedback with you via support requests, surveys, chatbot interactions, social media engagement, and product reviews. To find insights in qualitative customer feedback, it helps to segment it so you can better identify what types of insights come from which datasets. For the purpose of surfacing insights and taking action on the findings, customer feedback generally …

Viable Team

Viable Team

Staff

We’ve updated our pricing structure

Instead of having a single tier for non-enterprise companies at $30/month plus $0.09 per data point, we split that into two tiers and lowered the price per data point. Our price tiers are now: Customers with more than 50,000 data points a month would get a volume discount. We don’t offer a single …

Viable Team

Viable Team

Staff

Why we built Viable

My cofounder and I have been building products for the better part of 15 years now. From starting a consulting agency at the age of 18, to helping early stage startups build and launch their first products, to jumping aboard fast-growing rocket ships and taking them to an exit, we've seen our fair …

Daniel Erickson

Daniel Erickson

CEO

4 ways product managers can use qualitative data in customer feedback

As a product manager, you aim to be data driven in your product decisions and you want customer insights to inform your strategy. When converted to data, it turns out qualitative customer feedback can help you excel at your job—by providing valuable insight for product discovery, product strategy, …

Viable Team

Viable Team

Staff

A starter guide for customer insights analysis

What do customers love—and hate—about your products? Where are they most likely to give up during the ordering process? How does the product they receive compare with the one they imagine when they order from you?  No matter what business you’re in, you likely ask these questions every day. …

Viable Team

Viable Team

Staff

3-part framework for tackling customer complaints

Not all customers are alike. Some of them buy frequently and repeatedly. Others consistently choose your highest-margin products. There are also occasional, low-volume purchasers. Some haven’t bought anything yet, but you hope they will. You can maximize the benefits of your customer service …

Viable Team

Viable Team

Staff

Now hiring engineers!

Below are job descriptions for two senior engineering roles at Viable. Viable helps make customer feedback actionable. By automating the process of structuring and labeling customer feedback, companies can ask any question in Viable and immediately get useful answers in human language. We started …

Viable Team

Viable Team

Staff

How advanced language models will help us be more customer-centric

Qualitative data adds rich context to any decision-making process, in ways that quantitative data cannot. But first it has to be structured for analysis—a time-consuming task that keeps businesses from being more customer-centric. The good news is that powerful new language models are emerging that …

Viable Team

Viable Team

Staff

How sales and customer success teams use Viable

Closing deals is much easier when you know what current customers value most. Your current customers’ positive experiences are strong proof points that help prospects better understand your value proposition.  Multiply this by dozens of unique prospect opportunities and your chances of getting …

Viable Team

Viable Team

Staff

How Product managers and marketers use Viable

There’s a lot to be learned from customer feedback, which is real-time and abundant. But such data is often out of reach for marketers or product managers. Even with customer support’s help, it can take time and effort to get insights from disparate, unstructured customer feedback. There’s no …

Viable Team

Viable Team

Staff

How customer support teams use Viable

Customer support teams are frequently asked by their colleagues to answer all kinds of questions about customers. The questions can get very specific and require digging into support ticket data, sometimes hundreds or thousands of tickets across multiple support channels. It’s inefficient and slow. …

Viable Team

Viable Team

Staff

Introducing Viable

We spent the last year at Viable talking to heads of customer support and we learned a lot. It takes a lot of manual effort to tag, sort, and mine insights out of all that data. The biggest challenge is dealing with the volume of feedback. But it's also qualitative in nature, which makes it …

Daniel Erickson

Daniel Erickson

CEO