Unlock insights to transform support operations

Improve support experiences, reduce costs and strengthen customer relationships. Make it simpler to get actionable insights from all feedback that everyone trusts.

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Support Operations teams use Thematic to:

Build an omni-channel view of your customer

We make it easier to transform feedback into accurate, actionable insights. Whether it’s one-click integrations or APIs with data warehouses, now it’s simpler to use and unify data. You can say goodbye to data cleaning too, even for customer conversations. Use all your feedback without painful admin and setup.

Empower everyone with the insights to act

Thematic is a one-stop shop to find out what your customers think and how you can improve your bottom line. Get actionable insights as they emerge in feedback, and fix problems before customers churn. Use data visualizations to see the big picture and dig deeper. Leverage filters to see trends across regions, tenure, call length or review scores.

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We flag the issues, so you can take the right actions

Enable your operation centers to make confident decisions, when every minute counts. Pick up bugs, complaints and monitor reactions to new releases in real-time. Build alerts based on specific criteria and escalate issues to the right people, at the right time.

Integrations

Zendesk logo
Zendesk
Support analysis for tickets, conversations and surveys
Find out more
Intercom logo
Intercom
Support analysis for tickets and customer chat
Find out more
Trustpilot logo
Trustpilot
Feedback analysis from ongoing and adhoc surveys
Find out more
Check out our list of one-click and custom integrations,
or talk with us to find out more.

Product Feedback Analysis Case Studies

Atom bank: Reduced call center volume by 40%

Atom bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Goals
  • Synthesize omnichannel unstructured feedback as a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling
Results
40% Reduction in support call volume for key issues
C-Level Insights used in executive reporting and decision making
Atom bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Michael Sherwood
Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.
Michael Sherwood
Head of Customer Experience

LinkedIn: 23% year on year growth

LinkedIn is the world’s largest online professional network. Through Sales Navigator, LinkedIn enables sales professionals to build trusted relationships with leads and prospects.
Goals
  • Grow customer base through product-led refinements
  • Improve consistency, efficiency & effectiveness of reporting
  • Align stakeholders on the key drivers of NPS, company’s KPI to help with prioritization
Results
Focus Feedback data freed from silos and unified, allowing effortless focus on priority improvements
Scale Improved the quality and scale of insights
LinkedIn is the world’s largest online professional network. Through Sales Navigator, LinkedIn enables sales professionals to build trusted relationships with leads and prospects.
Allison Schoer
We’ve made sense of thousands of open-end comments to understand what is driving NPS — (Thematic) helps tell a cohesive narrative between quantitative + qualitative data.
Allison Schoer
Insights Professional

Melodics: Double user growth through insights from NPS survey

Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Goals
  • Integration with NPS survey data collected by SurveyGizmo
  • Find insights about users at "moments of truth" in their customer journey
  • Align product and R&D teams on customer priorities
Results
2x Faster monthly user growth through insights into what drives NPS
Impact Thematic now surfaces issues to fix and prioritizes them by impact on NPS
Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Sam Gribben
The most valuable tools for me were the impact and comparison tools. It was clear, visual, and quick to see the impact. It was just right.
Sam Gribben
CEO

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