Helpful Definitions

Data point


Customer feedback apps or data sources


Question box

Data point

Each piece of customer feedback or support ticket counts as a 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 daily tasks much more manageable.


Customer feedback apps or data sources

Customer feedback tools or channels are the data sources from which customer feedback data can be imported to Viable. Also referred to as data sources. Intercom and Zendesk are examples of such apps/data sources. A CSV file is not an app but is a data source. An integrated app is one that is set up to send data to Viable for processing directly.


Question box

The question box is where the magic happens! A lot of it anyway. This field appears at the top of the Feedback section. Type a question into this box in plain language and a response will be generated beneath it.

Viable Team

Viable Team

Staff

Last Updated: 12/02/20

Related walkthroughs

How we handle customer feedback data

At Viable, we save you time and effort by automating the manual and time-consuming tasks of tagging and structuring qualitative customer feedback for analysis. We do this by connecting to popular data sources such as helpdesk platforms, survey tools, product review apps, and spreadsheets. Synching …

Viable Team

Viable Team

Staff

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 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