Viable lets you ask questions about how your customers experience your product. Our AI will quickly sort through all the customer feedback we’ve ingested and categorized for you, and instantly write an answer in human language based on the data.
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:
Surveys – detailed feedback around what customers like and dislike; feature requests
Reviews – user experience with your product about what’s delightful or frustrating
Helpdesk tickets – often short requests related to user accounts and usage issues
Social media (e.g. tweets) – depending on how your company uses these channels, the type of feedback varies. For instance, it could be similar to helpdesk tickets if used for customer support.
The quality of answers will depend on the type of data ingested. If you’ve got a lot of free-text survey responses (from NPS or CSAT surveys, for example), you will be able to ask certain types of questions such as, “what features should we build next?” and get strong answers.
If the primary data set is support tickets, questions like “what issues are customers having with their accounts?” will be more appropriate. Customers are more likely to submit requests for immediate help with their accounts and less likely to provide product or feature suggestions via helpdesk apps.
Keeping this in mind, below are some sample questions to ask in Viable.
See additional tips on how to iterate your questions to get higher quality answers.
What do our customers find frustrating about our product?
What do our customers find frustrating about [feature x]?
Why do customers cancel their subscription?
What issues are users having activating codes/coupons/gifts/promotions/etc?
What’s frustrating to users about billing?
Why do customers think our marketing is misleading/problematic?
How can we improve [feature x]?
Why are users upset with [feature/functionality x]?
What are the most common disputes? (E.g. for credit card or marketplace products)
What do customers like about our product?
What do customers like about [feature x]?
What makes our customers happy?
What’s our customers’ favorite gift/promotion/reward[action]?
What content is most helpful for our customers?
What are the top 5 reasons customers use us?
How do we convert new users into long term users?
How can we improve [x feature]?
What feature should we build next?
What kind of user would get the most benefit from our product?
What would make customers use [product x] more?
What do users like about our product?
What attracted users to [product x]?
Why don’t customers purchase [product y]?
What integrations do users want next?
What do customers like about our Salesforce/CRM integration?
What do customers like about our order fulfillment?
What do customers think about our delivery options?
How do users feel about the check-in experience?
What causes drivers/delivery persons to be delayed?
What makes the best driver/delivery person/customer support agent/etc?
Why are drivers/delivery persons/brand ambassadors/etc performing poorly?
What do our drivers/delivery persons/brand ambassadors/etc love most?
How can we improve our app for drivers/delivery persons/brand ambassadors/etc?
Why do customers cancel orders?
What’s confusing about payout?
What do customers think about our cleanliness?
Last Updated: 02/20/21
Formatting CSV files to speed up ingestion into Viable
A lot of customer text data you want to analyze comes in CSV format. Free form responses in NPS, CSAT, and in-app surveys, as well as product reviews are some examples. CSV documents, however, don’t all come formatted in the same way. To speed up CSV data ingestion so you can start asking questions …
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 …
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 …