Spiral
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About
Spiral is an AI-powered customer experience platform that helps businesses identify and resolve customer issues. It analyzes customer feedback from various channels (emails, chats, surveys, reviews, etc.) to detect emerging problems and prioritize solutions. Spiral uses machine learning to understand the context of customer interactions, even with bad grammar or different languages, and provides actionable insights to improve customer experience and reduce churn. The platform integrates with most CRMs and feedback sources, offering a complete omnichannel view of customer issues. Pricing plans vary based on the number of channels and conversation volume, with a free 'Observer' plan available for individuals.
Platform
Features
• real-time tracking
• root cause analysis
• ai-powered system
• integrates with crms and review sources
• omnichannel view of customer issues
• prioritizes customer issues
• discovers emerging problems
• analyzes customer feedback
FAQs
How can I start using Spiral? How long does it take to set up?
Spiral operates by autonomously identifying customer issues, eliminating the need for customer topic input, while also offering the flexibility to incorporate custom topics based on user preference. It employs advanced AI to read and understand entire conversations in context, going beyond just keywords, allowing it to discern meaning even in broken or unconventional language use. This technology enables Spiral to accurately understand and categorize customer interactions, effectively identifying the root cause of issues, even when customers express them differently. As a result, Spiral can intelligently group together similar customer issues, providing more actionable insights compared to conventional text analytics tools. This makes Spiral a versatile tool for deriving meaningful understanding from customer feedback and conversations. It’s easy to get started with Spiral – you can begin with as little as one channel or connect as many as you’d like. Clients gain full access to Spiral’s dashboard just 2-3 weeks after onboarding. Then, your personalized, dynamic dashboard will be up and running.
What CRMs and feedback platforms does Spiral integrate with?
Spiral integrates with any popular or homegrown CRM, cloud contact center, and CX survey platforms to facilitate a seamless flow of information into your Spiral dashboard. With our flexible integration model, you can swap systems in and out when your tech stack changes.
Do you work with international companies?
Yes, Spiral can work with international companies. It understands 75 different languages, so you can use Spiral to analyze customer feedback worldwide.
Can I try before I buy?
Yes, we offer free technical validations, so you can try Spiral before you buy it.
How does Spiral work?
Spiral scans your customer support and feedback data – live chats, emails, phone, CSAT, NPS, social media, product reviews, and outputs a control center that highlights and root causes of ultra-specific customer pain points and trends. Spiral organizes issues into meaningful categories aligned to your business and monitors changes for each customer group. This ensures tailored solutions for every one of Spiral’s customers.
What do you mean by blindspot monitoring?
Spiral’s system includes blindspot monitoring, which looks for unknown patterns that you weren’t actively looking for. If your customers are mentioning something, we’ll pick up on it. This gives customers additional peace of mind, knowing new issues won’t slip through the cracks and blow up. This is a major upgrade on previous generation systems that can only pick up on pre-programmed keywords and require constant maintenance to keep up to date. Spiral preserves known issue categories and continues to create new ones as new issues arise.
Does bad grammar or different languages stump Spiral’s models?
No, Spiral's models can handle bad grammar and different languages. You can use Spiral to analyze feedback from customers all over the world.
How does Spiral rapidly root cause issues?
Once Spiral identifies the symptom of customer-reported issues, Spiral associates it with relevant anomalies and metadata segmentations to make the root cause obvious. This way, once you become aware of the issue or trend, you’ll also know which customer segments are being affected, the journey phase they are stuck in, which versions they’re using, and more – replacing all the manual research that used to be required to triangulate & reproduce the issue.
Do I need to set thresholds for you to tell me it's an emerging issue?
No. Spiral has built-in logic to compare spikes to previous baselines automatically. However, our system can also accept custom thresholds from clients depending on your sensitivity preferences. Intake of these client preferences is built into our onboarding process to ensure the dashboard is tuned exactly to your liking.
How do you typically integrate with CRMs?
While we have several direct integrations built with CRMs and contact center platforms, many clients opt for a data bridge wherein we can set up a secure cloud storage location to handle the exchange of raw customer interaction data.
What channels can Spiral scan?
Spiral scans **_any_** feedback channel that collects customer text or audio recordings, including phone calls, live chats, NPS surveys, CSAT surveys, emails, social, reviews, and more. Whatever you need, Spiral will scan.
How fast does the dashboard update?
The issues and trends on your dashboard are updated as often as Spiral receives data. For support channels, it can be refreshed daily or even hourly.
Do I have to tell Spiral the themes for customer contact? How does it know what to look for?
No need to guide Spiral. That’s precisely its “special sauce.” Leveraging the latest LLMs, neural networks, and NLP, Spiral is trained on your customer data, allowing it to spot hidden trends without needing your input. This means Spiral will even uncover issues you weren’t looking for. However, you can always feedback if you’d like. Our aim is to maximize our value for you.
Do you aggregate all channels in one place?
Yes. Spiral aggregates and identifies issues across all channels (support, surveys, reviews, social). This way, you can properly size up the impact of a specific customer problem in an “All View” across all channels. Additionally, issues are analyzed by channel, allowing you to measure issues in aggregate or by channel.
How much does Spiral cost?
Spiral is priced by channel and conversation volume. You’re welcome to **contact Spiral Sales** for a quote tailored to your company’s exact feedback volume. You can get started with some review and survey channels like live chats or phone calls for as little as $2,000/month. Spiral subscriptions include unlimited seats, so any employee in any functional area of your organization can access customer issues.
Pricing Plans
Bug Hunter
Unknown Price• Up to 10 users
• Full report
• Up to 4 feedback channels
• All detected insights
Issue Vulture™
Unknown Price• Unlimited users
• Full report
• Unlimited feedback channels
• All detected insights
Job Opportunities
Senior Software Engineer - Full Stack
AI-powered customer experience platform that analyzes feedback from various channels to detect emerging problems and prioritize solutions.
Benefits:
Health insurance (100% medical, dental, vision)
401k with matching
Flexible vacation policy
Scooter reimbursement
Orca card sponsorship (if you prefer bussing over scooting!)
Show more details
Senior Software Engineer - AI/ML
AI-powered customer experience platform that analyzes feedback from various channels to detect emerging problems and prioritize solutions.
Benefits:
Health insurance (100% medical, dental, vision)
401k with matching
Flexible vacation policy
Scooter reimbursement
Orca card sponsorship (if you prefer bussing over scooting!)
Show more details
Principal Software Engineer
AI-powered customer experience platform that analyzes feedback from various channels to detect emerging problems and prioritize solutions.
Benefits:
Health insurance (100% medical, dental, vision)
401k with matching
Flexible vacation policy
Scooter reimbursement
Orca card sponsorship (if you prefer bussing over scooting!)
Show more details
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