Spiral

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.