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Wissen Sie, was Ihre Kunden tatsächlich denken. Nicht das, was die Umfrage sagt.

KI, die jede Kundeninteraktion analysiert – Supporttickets, Bewertungen, Anrufe, Umfragen – um herauszufinden, was funktioniert, was nicht und was Kunden als Nächstes benötigen.

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The problem

VoC programmes sample too little to be meaningful

  • VoC programmes that sample too little

    Surveys reach 2–5% of customers. The other 95% express their opinions through interactions nobody is systematically analysing.

  • Qualitative feedback with no structure

    Customer comments, reviews and call transcripts contain valuable signal. Without AI to structure them, they're read selectively and acted on inconsistently.

  • Insights that arrive after decisions are made

    Monthly or quarterly customer reports inform strategy in arrears. By the time the insight is packaged, the product has already shipped.

  • Themes without owners

    Insight reports identify problems but no team is accountable for closing the loop with product, service or experience teams.

So funktioniert es

From noisy feedback to decisions your teams can execute

Schritt 1

Unify signals

Surveys, support, reviews, sales notes, and product telemetry are harmonized into a single customer narrative layer.

Schritt 2

Segment and explain

Themes, drivers, and cohorts emerge with evidence links—so PMM and CX are not arguing from anecdotes.

Schritt 3

Trigger plays

Insights push to CRM, campaigns, and roadmaps with owners, so insight turns into backlog and messaging—not slides.

Privacy and retention policies are applied before models ever see the text.

Wissen Sie, was Ihre Kunden tatsächlich denken. Nicht das, was die Umfrage sagt.

Leistungsumfang

What you get when you run this with Thinkia

A governed layer across data, workflows, and handoffs—so teams ship safely and scale with metrics.

Omnichannel feedback ingestion

Analyses support tickets, call transcripts, reviews, NPS responses and social mentions in a single pipeline.

Sentiment and theme analysis

Identifies recurring themes, sentiment trends and emerging issues across the full customer voice.

Product and service signal extraction

Surfaces specific product feedback, feature requests and pain points with frequency and severity scoring.

Real-time insight alerts

Flags emerging issues as they develop, not at the next reporting cycle.

Segment-level analysis

Breaks down customer sentiment and themes by product, region, cohort or channel.

Insight-to-action workflow

Routes findings to the right team (product, support, CX) with priority and context.

Unterstützt von Thinkia Synapse

Ergebnisse

What changes when this runs in production

Results vary by interaction volume, channel mix and existing VoC infrastructure.

20×

More interactions analysed vs. survey-based VoC programmes

–80%

From weeks (quarterly report) to days or hours

–35%

Faster from customer signal to product team action

So arbeiten wir

From fragmented feedback to decisions owners can act on

Unify signals

Week 1–2

Surveys, support, social, and sales notes are mapped to entities and journeys with privacy in mind.

Define questions

Week 3–5

North-star metrics, segments, and governance for who sees what are agreed with CX and product.

Validate narratives

Week 6–9

Insight packs are tested with stakeholders; we correct blind spots and definition drift.

Embed in rhythm

Week 10+

Scheduled briefings, alerts, and exports fit your planning cycles—without another static dashboard.

Data silos and PII regimes drive integration work; we sequence by highest-value journeys first.

Loslegen

Ready to scope this for your context?

We start with a focused session—no commitment—to map constraints and a sensible path.

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