Blog

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. You probably already have the answers in your customer feedback data.  Customer feedback can …

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