Spiral operates by autonomously identifying customer issues, eliminating the need for customer topic input, while also offering the flexibility to incorporate custom topics based on user preference.

It employs advanced AI to read and understand entire conversations in context, going beyond just keywords, allowing it to discern meaning even in broken or unconventional language use.

This technology enables Spiral to accurately understand and categorize customer interactions, effectively identifying the root cause of issues, even when customers express them differently.

As a result, Spiral can intelligently group together similar customer issues, providing more actionable insights compared to conventional text analytics tools.

This makes Spiral a versatile tool for deriving meaningful understanding from customer feedback and conversations.

It’s easy to get started with Spiral – you can begin with as little as one channel or connect as many as you’d like.

Clients gain full access to Spiral’s dashboard just 2-3 weeks after onboarding. Then, your personalized, dynamic dashboard will be up and running.

Spiral integrates with any popular or homegrown CRM, cloud contact center, and CX survey platforms to facilitate a seamless flow of information into your Spiral dashboard.

With our flexible integration model, you can swap systems in and out when your tech stack changes.

Yes, Spiral can work with international companies. It understands 75 different languages, so you can use Spiral to analyze customer feedback worldwide.

Yes, we offer free technical validations, so you can try Spiral before you buy it.

Spiral scans your customer support and feedback data – live chats, emails, phone, CSAT, NPS, social media, product reviews, and outputs a control center that highlights and root causes of ultra-specific customer pain points and trends.

Spiral organizes issues into meaningful categories aligned to your business and monitors changes for each customer group. This ensures tailored solutions for every one of Spiral’s customers.

Spiral’s system includes blindspot monitoring, which looks for unknown patterns that you weren’t actively looking for.

If your customers are mentioning something, we’ll pick up on it. This gives customers additional peace of mind, knowing new issues won’t slip through the cracks and blow up.

This is a major upgrade on previous generation systems that can only pick up on pre-programmed keywords and require constant maintenance to keep up to date.

Spiral preserves known issue categories and continues to create new ones as new issues arise.

No, Spiral's models can handle bad grammar and different languages. You can use Spiral to analyze feedback from customers all over the world.

Once Spiral identifies the symptom of customer-reported issues, Spiral associates it with relevant anomalies and metadata segmentations to make the root cause obvious.

This way, once you become aware of the issue or trend, you’ll also know which customer segments are being affected, the journey phase they are stuck in, which versions they’re using, and more – replacing all the manual research that used to be required to triangulate & reproduce the issue.

No. Spiral has built-in logic to compare spikes to previous baselines automatically. However, our system can also accept custom thresholds from clients depending on your sensitivity preferences.

Intake of these client preferences is built into our onboarding process to ensure the dashboard is tuned exactly to your liking.

While we have several direct integrations built with CRMs and contact center platforms, many clients opt for a data bridge wherein we can set up a secure cloud storage location to handle the exchange of raw customer interaction data.

Spiral scans any feedback channel that collects customer text or audio recordings, including phone calls, live chats, NPS surveys, CSAT surveys, emails, social, reviews, and more. Whatever you need, Spiral will scan.

The issues and trends on your dashboard are updated as often as Spiral receives data. For support channels, it can be refreshed daily or even hourly.

No need to guide Spiral. That’s precisely its “special sauce.”

Leveraging the latest LLMs, neural networks, and NLP, Spiral is trained on your customer data, allowing it to spot hidden trends without needing your input.

This means Spiral will even uncover issues you weren’t looking for. However, you can always feedback if you’d like. Our aim is to maximize our value for you.

Yes. Spiral aggregates and identifies issues across all channels (support, surveys, reviews, social).

This way, you can properly size up the impact of a specific customer problem in an “All View” across all channels.

Additionally, issues are analyzed by channel, allowing you to measure issues in aggregate or by channel.

Spiral is priced by channel and conversation volume. You’re welcome to contact Spiral Sales for a quote tailored to your company’s exact feedback volume.

You can get started with some review and survey channels like live chats or phone calls for as little as $2,000/month.

Spiral subscriptions include unlimited seats, so any employee in any functional area of your organization can access customer issues.

Spiral distinguishes itself by delivering ultra-specific, actionable information about customer issues in plain language, steering clear from the nebulous term ‘insights’.

Instead of generic insights, it provides precise information, for instance, the percentage of customers experiencing difficulties with a feature and at what point in the product journey, enabling companies to promptly address and resolve these issues to enhance customer experience and reduce churn.

Spiral’s definition of ‘actionable’ extends to root-causing issues and aligning them with specific business metrics, effectively connecting these issues with business processes and goals.

It goes further by customizing the analysis and packaging of issues according to business needs, goals, and KPIs, relieving companies of the analytical heavy lifting and facilitating improvements aligned with unique business objectives.

Spiral thrives in industries with complex products that necessitate frequent customer touchpoints.

Our clients come from various industries, including financial services, banking, insurance, connected devices, software, e-commerce, managed marketplaces, and more.

Building a machine learning product specifically set up to detect customer issues takes several years of focused effort, millions of dollars, and requires a staff of specialized ML engineers to create and maintain.

Each dollar spent on a subscription to Spiral saves 20x or more per year.

A robust Spiral partnership will allow you to operate leaner and focus on your core competencies while Spiral keeps its customer issue detection products cutting-edge.

We are SOC2 Type 2 certified and work with many companies in highly regulated industries (e.g., banking). We do not need PII to detect customer issues.

Accordingly, Spiral will scrub PII before the data leaves clients side since we’re also capable & certified to do so.

No other entities in the market currently offer what Spiral does, as competitors typically focus on surveys and Clarabridge-type services. Spiral has an advantage in four key areas: 

• Spiral provides Omnichannel Issue Detection and Segmentation, aggregating data from various support and feedback channels to view or segment issues comprehensively. 

• Spiral offers Blind Spot Monitoring, using training on your data to understand nuances and track both known and emerging issues unique to your services. 

• Spiral excels in Root Cause Analysis, making what used to take days or weeks to understand now discernable within minutes by detecting anomalies and segmenting issues efficiently. In

• Attribution and Reporting, Spiral alerts users to specific issues impacting KPIs and customer health metrics, aiding in timely resolutions through various interventions.

Spiral is a new type of system (AI issue detection) that picks up where the above tools leave off.

Peer tools (CCaaS, survey providers, a BI) help you collect customer feedback and support interaction data, and then Spiral uses that data to reveal the reasons & root causes driving customer inquiries, helping you take quick action.

Spiral thrives in industries with complex products that necessitate frequent customer touchpoints.

Our clients come from various industries, including financial services, banking, insurance, connected devices, software, e-commerce, managed marketplaces, and more.

Building a machine learning product specifically set up to detect customer issues takes several years of focused effort, millions of dollars, and requires a staff of specialized ML engineers to create and maintain.

Each dollar spent on a subscription to Spiral saves 20x or more per year.

A robust Spiral partnership will allow you to operate leaner and focus on your core competencies while Spiral keeps its customer issue detection products cutting-edge.