What does this mean?
Gives a clear, data‑driven view of customer needs and friction, enabling targeted fixes, roadmap alignment, and sharper messaging without manual synthesis.
How it works?
Aggregates support tickets, product reviews, survey responses, and call transcripts, then clusters feedback into prioritized themes with volume, sentiment, and representative quotes, including links back to source records.
Workflow steps
Step 1: Aggregate customer feedback
The Workflow pulls data from multiple sources—support tickets, product reviews, survey responses, and call transcripts—bringing all customer voice data into one place.
Step 2: Cluster feedback into themes
Cassidy analyzes the aggregated feedback, identifying patterns and grouping related comments into distinct, meaningful themes.
Step 3: Prioritize by volume and sentiment
Each theme is scored based on how frequently it appears and the sentiment behind it, surfacing the issues that matter most to your customers.
Step 4: Surface representative quotes
The Workflow selects standout quotes that capture each theme, giving your team concrete customer language to reference in roadmap discussions or messaging.
Step 5: Link back to source records
Every theme and quote includes links to the original tickets, reviews, or transcripts, so your team can dig deeper without hunting through systems manually.