Name: Spiral
Author: Spiral Technologies

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

Development

Business Intelligence (BI)

Collaboration

Enterprise Feedback Management

Interactive Voice Response (IVR)

Manufacturing Execution

Payment Facilitation

Supply Chain Management

Enterprise

Accounting

CTRM

Corporate Performance Management (CPM)

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

HR Compliance

HR Management

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Enterprise Flash Array Storage

File Sync and Share

Fraud Detection

High Availability Cluster

In-Memory Databases

Integration Platform as a Service (iPaaS)

Internet Security

Network Operating Systems

Network Performance Monitoring

Remote Monitoring and Management

SaaS Management

Software Defined Storage (SDS)

Threat Hunting

User Virtualization

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Signage

Email Deliverability

Email Marketing

Graphics

Headless CMS

Marketing Automation

Online Reputation Management

Retail Media Advertising

Social Media Management

Social Media Publishing

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Security

Auto Repair

Building Information Modeling (BIM)

Construction Management

HIPAA Compliance

Homeowner's Association (HOA) Management

Insurance Agency Management

Investment Portfolio Management

Law Practice Management

Legal Billing

OSS/BSS (Operations Support/Business Support)

Retail Analytics

Vertical-Specific

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Document Locator

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Spiral is an AI-powered platform offered by Spiral Technologies Inc. According to the vendor, Spiral analyzes customer support data to provide actionable insights and identify emerging customer issues. It aims to help companies understand customer sentiment, improve customer experience, and make data-driven decisions. The product is suitable for companies of all sizes, from small startups to large enterprises. It caters to various professions and industries, including customer service leaders, product managers, marketing leaders, content creators, and executive leadership.

## Key Features

**Turn your customer feedback**: According to the vendor, Spiral's AI scans omnichannel customer feedback, such as emails, NPS, live chats, phone calls, reviews, and surveys, to identify emerging problems before they escalate.

**All Channels. Unified.**: Spiral provides an omnichannel view of all customer issues, allowing companies to segment them by various criteria such as product type and version number, as claimed by the vendor.

**Monitor Your Blind Spots**: The vendor states that Spiral learns from the data provided by the company and adapts to the unique aspects of their products. It quantifies known issues and discovers new emerging ones to ensure companies stay informed and prioritize their product roadmap.

**Accelerate Time-to-Solution**: According to the vendor, Spiral enables faster issue resolution by automatically identifying customer segments and metadata anomalies associated with root causes. This allows companies to take immediate action.

**Navigate With Knowledge**: Spiral provides instant alerts on issues impacting customer health metrics, empowering companies to proactively implement data-driven remedies and restore stability, as claimed by the vendor.

**Seamless CRM & Feedback Sources Integration**: Spiral integrates with most CRMs and data sources, allowing for prompt issue detection and bringing the data back to the company through a data feed, according to the vendor.

**Automatic Customer Issue Discovery**: The vendor states that Spiral's AI aims to provide a comprehensive issue description, giving companies a head start in solving customer problems.

**Content planning**: Spiral helps content creators plan their blogs, SEO/SEM strategy, FAQ pages, and educational content by providing a complete view of prospects and current customers, as claimed by the vendor.

**Drive departmental decision making**: Spiral provides nuanced reports that show how different departments, such as Marketing, Customer Service, Product Management, and Content, impact customer experience and business outcomes, according to the vendor.

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Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Spiral Technologies

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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Spiral

Overview

What is Spiral?