Viable Blog

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How companies analyze customer feedback

A sample of ~800 questions asked in Viable by more than 60 companies told us what companies most want to know from their customers. Based on the types of questions asked, companies are most interested in knowing how to improve their products. They also value prioritized lists and summaries of what customers want, think, or feel. Below is a breakdown of what our data says about how companies …

Viable Team

Viable Team

Staff

Jeff Erickson, Chief product officer and co-founder of Viable

That developed into a consultancy for small to medium sized businesses doing brochure websites. Eventually that led us to building MVPs for first-time founders of new tech companies. This was when the iPhone was just coming out. People wanted to start building iPhone apps and such, and we filled …

Viable Team

Viable Team

Staff

Shorten feedback loops with immediate insights from customer feedback

As software-as-a-service and direct-to-consumer business models have emerged and evolved, barriers to entry across many categories are far fewer than before. Product development and iteration is happening in shorter, faster cycles.  Immediate feedback from customers is table stakes to meet …

Viable Team

Viable Team

Staff

Five ways to build a voice of the customer mentality

Your customers are talking to you. How do you get your entire organization to listen? To adopt a voice of the customer approach, you’ll need to create a company culture in which everyone sees themselves as customer champions.  It will take time and effort to truly see your business from your …

Viable Team

Viable Team

Staff

Dan Erickson, CEO and co-founder of Viable

I’m Dan, CEO and co-founder of Viable, an analytics tool for getting immediate insights out of customer feedback. I grew up in Portland, Oregon and now live in Oakland, California. I’ve been in the Bay Area for the last 10 years. I took an untraditional path from most. Both my co-founder and I …

Viable Team

Viable Team

Staff

Your waitlist, onboarding, and free trial are perfect for doing user research

Sales and marketing teams are great at doing user research with future customers. Sales teams use online forms to see if there's a good fit while marketers use demographics and feedback to create better messaging.  What about startups without sales or marketing teams? Besides requesting …

Viable Team

Viable Team

Staff

How Viable works: productizing GPT-3 and in-house systems for automated text analysis

Viable is designed to address the problem of too much qualitative feedback and not enough time to read through it all. To this end, we built a system that aggregates and organizes text-based customer feedback to answer human questions with human-like responses generated by GPT-3. Below we explain …

Viable Team

Viable Team

Staff

How support requests and product feedback work together

Your customers share their feedback with you via surveys, support requests, chatbot interactions, social media engagement, and product reviews. You want to find insights hidden in this rich dataset so you can improve your product. You'll be more effective at applying the right insight to the …

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