Product Overview of Enterpret
Enterpret is a sophisticated customer feedback analytics platform designed to help organizations transform unstructured customer feedback into actionable insights, driving product growth and improvement. Here’s a detailed look at what Enterpret does and its key features:
What Enterpret Does
Enterpret is a powerful tool that centralizes and analyzes customer feedback from diverse sources such as surveys, social media, support tickets, and product reviews. It leverages advanced Natural Language Processing (NLP) technology to automate the entire feedback analysis lifecycle. By integrating feedback from various platforms, Enterpret provides product teams with a comprehensive understanding of customer needs and preferences, enabling them to make informed decisions and implement targeted product improvements.
Key Features and Functionality
Taxonomy and Taxonomy Management
Enterpret uses a hierarchical taxonomy to track and analyze feedback data based on “Keywords” and “Reasons.” This structure helps in understanding the “what” and “why” behind customer feedback. The taxonomy management feature allows users to add, edit, archive, update, merge, and manage these tracked elements, ensuring the taxonomy remains up-to-date and organized.
Categories
Customer feedback is categorized into four main types: Help, Improvement, Complaint, and Praise. This categorization helps in classifying feedback based on the intent behind it, making it easier to address specific customer needs.
Integration Capabilities
Enterpret boasts extensive integration capabilities with popular tools such as Slack, Zendesk, Zoho Desk, LiveChat, Intercom, FreshChat, and many more. It also supports integrations with survey tools like Qualtrics and Sprig, as well as social media platforms and review sites like Google My Business and Apple iOS AppStore. These integrations enable the ingestion and analysis of customer feedback from multiple sources in real-time.
Quantify and Trends
The platform allows users to quantify feedback based on tracked keywords and reasons, providing visual representations that simplify analysis. The trends feature tracks the volume of feedback over time, helping organizations understand how feedback patterns change and informing product development decisions.
Anomaly Detection
Enterpret’s anomaly detection feature alerts users to unusual spikes or drops in feedback related to specific keywords or reasons, enabling quick identification and addressing of issues or capitalization on positive trends.
Dashboards and Saved Items
Users can create custom dashboards to monitor key feedback metrics, providing a centralized view of feedback data. The saved items feature allows users to save feedback, analysis, and dashboards for easy access without needing to recreate them.
Edit Predictions and User Management
Enterpret enables users to edit predictions to align better with their understanding of the feedback, improving the accuracy of analysis. The user management feature allows administrators to add, remove, or change user roles, ensuring control over who can access and manage the Enterpret instance.
Security and Notifications
Enterpret is secured with SOC-2 Type II certification, ensuring robust data protection. The platform also supports Single Sign-On (SSO) through OpenID identity providers and offers email and Slack notifications for reports, alerts, and new feedback discoveries.
Additional Features
Other notable features include adaptive AI models, a customer knowledge graph, multi-language support, and the ability to ingest feedback from various sources such as call recordings, webhooks, and CSV uploads. The platform also offers a “Close the Loop” functionality to ensure that customer feedback is acted upon and integrated into product decisions.
In summary, Enterpret is a comprehensive customer feedback analytics platform that empowers product teams to make data-driven decisions by providing structured, meaningful, and actionable insights from customer feedback. Its extensive integration capabilities, advanced NLP technology, and user-friendly features make it an essential tool for any organization aiming to enhance product development and customer satisfaction.