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What’s new in Thematic: Product update!

We don’t tend to talk about our product roadmap and updates on this blog, so this is the first blog post of this kind.

And we are starting with 3 killer features:

  • You can now continuously discover more specific themes by interacting with our AI
  • You can now easily pull the analysis into PowerBI to create custom dashboards
  • You can import your Zendesk tickets for analysis with a direct integration

Below we dig deeper into each one and share a list of other smaller updates from our productive team.

Themes discovery on steroids

The problem: Thematic discovers themes bottom up. If two people talk about the same thing, it’s a theme. But we limit the number of themes so that the analysis doesn’t become overwhelming. As a result, there might be areas where you need more fidelity about what customers want, but the nuances are hidden in the data.

The solution: Simply click on Discover themes in the Themes Editor, and the AI will suggest to you related themes that appear in the same comments as your theme or customer segment of interest.

You will see the suggestions instantly and can add useful ones to your themes, then apply themes to re-analyze the data.

Feedback analytics in PowerBI

The problem: Your team is managing too many dashboards. Your decision makers tend to use dashboards in PowerBI because they combine metrics from different tools in a familiar interface. However, pulling Thematic analysis into PowerBI directly up until now required a development resource which is scarce. As a result, insight into what’s driving metrics from the qualitative feedback is not top of mind for decision makers.

The solution: Simply download Thematic’s new PowerBI app and connect to your account. All data, including themes and sentiment is pulled into PowerBI and can be included in any dashboard in a custom way. Unlike other solutions, we don’t hold your data hostage. We help you make sure that the right people can see what matters.

Our Zendesk integration is live!

The problem:  Surveys help measure customer experience. But insights into customer experience is hidden in all other feedback your company receives: support tickets, reviews, contact center data, complaints. You know that the Zendesk team often solves issues for customers. But which issues tend to repeat over and over? How should you prioritize improvements? How can we track how many customers keep experiencing the issues you are addressing?

The solution:  Simply pull your Zendesk tickets into Thematic alongside all other feedback. We take care of cleaning the ticket text and show you which themes appear in tickets how often, and how it changes over time.

Other improvements you might be interested in

There are also other smaller updates that we want to share with you:

  • We’ve released an update to make it easier to setup analysis of new datasets, with bigger improvements to follow soon.
  • It’s now possible to add fine-grained data restrictions to large numbers of users.
  • We’ve tweaked how we present sentiment to make it more user friendly.
  • We made the UI for setting user permissions clearer, after feedback that the previous UI was difficult to understand

Contact our friendly product specialists to learn more about these features!

Ready to scale customer insights from feedback?

Our experts will show you how Thematic works, how to discover pain points and track the ROI of decisions. To access your free trial, book a personal demo today.

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