Need help?

We've got answers below.

Popular FAQs, tutorials, and more

Resources

Getting Started

If you’re reading this, you probably can’t wait to dive into your customer feedback to find out what customers think about your product or service. Below are links to get you started. Viable makes it possible for you to ask questions in plain language of all your combined customer feedback data.  The AI behind our platform searches all data, sorts it, structures it, and tags it by topic. It …

Viable Team

Viable Team

Staff

Account Setup

Signing up for Viable is easy and takes just a few minutes.  To create an account, you’ll enter your email, name, and create a password. Then you’ll be asked where you work. Next, you’ll select which customer feedback apps you want to integrate. After you sign into those apps, click “Allow” to …

Viable Team

Viable Team

Staff

Overview of your Viable Workspace

Once you’re set up, you’ll see a main menu on the left side of the screen with the following sections: Feedback Trends Activity Profile Settings Feedback and Trends are the different views of the customer feedback data that comes from all your integrated apps. The data is sorted and tagged at the …

Viable Team

Viable Team

Staff

Helpful Definitions

A piece of customer feedback or support ticket. Each piece of feedback or ticket entry is considered one data point, regardless of length. The below is an example of a data point: I find the boards feature to be extremely helpful in organizing my time throughout my day. It saves me time and makes …

Viable Team

Viable Team

Staff

Filters

To the right of the main menu, there’s a list of filters. At the top, the broadest category is All. Selecting All shows all individual data points in the main viewing screen on the right.  Below All are different filtering categories, described below. You can apply one or multiple filters at a …

Viable Team

Viable Team

Staff

Feedback View

The Feedback view provides all the customer feedback data points from the apps you’ve integrated.  At the top of the main viewing screen is the question box. This is where you type in a question you have about customers such as: What do customers find delightful? Why do customers abandon their …

Viable Team

Viable Team

Staff

Trends View

The Trends view displays top topics trending by week across all your customer feedback data.  Topics are themes identified by the AI that powers Viable after it has sorted through the ingested customer feedback data and tagged each with a topic label.  Topics can be for features, …

Viable Team

Viable Team

Staff

Segments View

In the Segments view, you can view customer feedback data by specific segment or trait. Viable will import segments that already exist in your integrated customer feedback apps. The default view will show an aggregate summary of segments ranked by number of data points per segment. It includes …

Viable Team

Viable Team

Staff

Activity View

The Activity View shows you a feed of all questions previously asked along with their corresponding answers. It’ll show your questions as well as that of your colleagues. Find inspiration, spot patterns, and compare answers with this log of activity.

Viable Team

Viable Team

Staff

What questions should you ask in Viable?

Simply type in a question and start seeing answers. There’s a lot of great insight waiting to be discovered in the qualitative data from your customers.  There are different types of datasets: The quality of answers will depend on the type of data ingested. If you’ve got a lot of free-text …

Viable Team

Viable Team

Staff

Tips for asking questions in Viable

With just a handful of examples and minimal instruction, the GPT-3 language model we use in Viable predicts the summaries it should generate from customer feedback datasets. Like any other model, it needs something to learn by. At Viable, we have spent many hours training our GPT-3 model to provide …

Viable Team

Viable Team

Staff

Data Security

Viable adheres to best practice standards for ingesting, handling and protecting data as well as responding to vulnerabilities or incidents. Our goal is to ensure a high level of security for our customer data as well as our own. PostgreSQL, with AES-256 at rest encryption. Hasura is what we use to …

Viable Team

Viable Team

Staff

Setting up Zapier for Viable

In addition to directly linking your Zendesk account with Viable, you can send us data from other applications via a Zapier connection. For example, if you want to analyze tweets in Viable that @ mention your Twitter handle, you can import that via Zapier. ‘Accept Invite & Build a Zap’ at …

Viable Team

Viable Team

Staff

Airtable Zap for Viable

You can analyze customer feedback stored in Airtable by connecting Airtable to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Canny Zap for Viable

You can analyze customer feedback submitted via Canny by connecting Canny to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Doopoll Zap for Viable

You can analyze survey responses from Doopoll surveys by connecting Doopoll to Viable. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Facebook Pages Zap for Viable

You can analyze customer feedback from comments posted to your Facebook Page by connecting Facebook Pages to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

G2 Crowd Zap for Viable

You can analyze reviews posted on G2 Crowd by connecting G2 Crowd to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Google Forms Zap for Viable

You can analyze customer feedback collected via Google Forms by connecting Google Forms to Viable via Zapier. Under Set up action choose the fields you want to analyze. We recommend you set up a separate Zap for each free text question/response you want to analyze. (We do not recommend setting up a …

Viable Team

Viable Team

Staff

Help Scout Zap for Viable

You can analyze customer feedback from Help Scout by connecting Help Scout to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Pendo Zap for Viable

You can analyze customer feedback submitted via Pendo by connecting Pendo to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Promoter.io Zap for Viable

You can analyze customer feedback from Promoter.io by connecting Promoter.io to Viable via Zapier. Under Set up action choose the fields you want to analyze. We recommend you set up a separate Zap for each free text question/response. (We do not recommend setting up a Zap for multiple choice or …

Viable Team

Viable Team

Staff

SurveyMonkey Zap for Viable

You can analyze customer survey responses from SurveyMonkey by connecting SurveyMonkey to Viable via Zapier. Under Set up action choose the fields you want to analyze. We recommend you set up a separate Zap for each free text question/response. (We do not recommend setting up a Zap for multiple …

Viable Team

Viable Team

Staff

SurveySparrow Zap for Viable

You can analyze customer survey responses from SurveySparrow by connecting SurveySparrow to Viable via Zapier. Under Set up action choose the fields you want to analyze. We recommend you set up a separate Zap for each free text question/response. (We do not recommend setting up a Zap for multiple …

Viable Team

Viable Team

Staff

TrustRadius Zap for Viable

You can analyze reviews from TrustRadius by connecting TrustRadius to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Twitter Zap for Viable

You can analyze customer feedback from tweets by connecting Twitter to Viable via Zapier. Under Set up action choose the fields you want to analyze: You should be ready to turn on the Zap.

Viable Team

Viable Team

Staff

Typeform Zap for Viable

You can analyze customer feedback collected via Typeform by connecting Typeform to Viable via Zapier. Under Set up action choose the fields you want to analyze. We recommend you set up a separate Zap for each free text question/response. (We do not recommend setting up a Zap for multiple choice or …

Viable Team

Viable Team

Staff

FAQs

Can I cancel anytime?

Yes, you can cancel anytime. Just contact us at support@viable.fit.

I have my own custom data I want to put into Viable. How does that work?

We can work with you to do a custom integration. There are two endpoints you’d need to set up (just a couple of lines of code each). Here's the documentation.

How do I contact you?

Email us at support@viable.fit

How do you handle PII and data security?

Any PII (personally identifiable information) is automatically removed before it even enters our system. See our data security overview for more details.

How does billing work?

For the Pay As You Go plan, you will be billed monthly and only for the data we process for you. We charge a flat monthly fee of $30 plus $0.09 per processed data point. A processed data point simply means we ingested it into Viable for labeling and segmenting it so you can analyze it. No additional cost for asking questions and getting answers.

If you’re an Enterprise organization, let’s connect.

How is data ingested via the integrated apps?

We’ve made it as simple as possible to integrate your apps. When you select and authorize the apps you want to integrate, data from those apps will automatically be sent to Viable. It’s then sorted, structured, and tagged so you can start asking questions.

For apps not directly integrated to Viable, we can ingest data from many others apps via Zapier. We also have an ingress endpoint for custom data that you can set up.

I thought GPT-3 was an AI that wrote articles. How’s it used in Viable?

Viable answers questions you have about your customers by ingesting and preparing the customer feedback data found in your everyday customer feedback tools.

We use GPT-3 technology to structure, tag, and segment this data. GPT-3 also makes it possible to type a question in the Viable question box and receive an instant answer that summarizes all matching data in plain language.

How long does it take to get set up?

We’re all about speed. For most companies, getting started with Viable will be an easy, two-step process:
Step 1, select the apps you want to integrate.
Step 2, sign into the app and then click Allow.
That’s it!

I don’t see an integration for an app I have.

We’re adding new apps all the time. If there’s one you’d like us to consider, let us know.

What’s considered enterprise-level?

We consider enterprise-level organizations to have more than 100,000 processed data points per month or ones that require a complex, custom integration.

What’s included in the monthly price?

You get access to Viable for an unlimited number of users within your organization. Ask as many questions as you’d like. Sort, segment, and analyze to your heart’s content.

You only pay for data points you send to us that we tag and segment for you.

Ok, but what’s the big deal with GPT-3?

GPT-3 is the most powerful language processing model created to date. It can process data at a significantly higher level of performance than comparable programs. That’s why everyone’s excited about it, including us!

If you want to learn more, check out OpenAI, the team behind the GPT-3 API.

Who is Viable designed for?

Anyone who wants to know what their customers think!

Whether you’re a product manager, customer experience professional, marketer, user researcher, designer, sales executive, or business operations lead—really, anyone who wants to understand customers. Viable helps teams get on the same page about what their customers want, think, or do.

Will my customer data be safe?

We do not sell or share our customers’ data (unless a customer gives us specific direction to do so.) We may use data from our customers to make our model better for everyone but no customer will ever have access to any other customer’s data.