What Is Your Customer Feeling?Who, Where, Why?
AI-powered Voice of Customer analytics platform - blend feedback with CRM, shipping & segment data. Root cause analysis in seconds, key drivers by micro-segment.
What's Going Great
✓ Very user-friendly! ★★★★
App Store review
✓ Order arrived on time 🎉
Survey respondent
Needs Improvement
↗ Checkout page is too slow
App Store review
↗ The onboarding process is confusing
Survey response
3M+
Opinions / month
48hr
Onboarding
4
Languages
Trusted by leading brands
The Average Misleads.
The Real Story Lives in the Segments.
🔴 Overall NPS Isn’t Enough
Your average NPS is 42. But what if it’s 18 in the VIP segment and 67 online? The average hides the truth.
🟡 Feedback Alone Is Meaningless
The customer says “shipping was late.” But which carrier? Which region? Which segment? You don’t know.
🔴 Strengths Get Lost Too
Teams focus on complaints and miss what’s working. Key Drivers never surface.
Highlights
At a glance: what’s going great, what needs work.
Put it on your TV wall, and the whole team hears the customer at once.
LiveBoard →What's Going Great
✓ Very user-friendly! ★★★★
App Store review
✓ Order arrived on time 🎉
Survey respondent
Needs Improvement
↗ Checkout page is too slow
App Store review
↗ The onboarding process is confusing
Survey response
Key Driver Analysis
| Topic | Perf. | Import. | %Neg |
|---|---|---|---|
| Delivery speed | 28 | 24 | 78% |
| Returns process | 20 | 21 | 81% |
| App UX | 32 | 13 | 45% |
| Product quality | 35 | 28 | 22% |
| Customer service | 30 | 14 | 18% |
← 1 > 10/page
Key Drivers Summary
The factors that most affect satisfaction (strengths and gaps) on one screen.
Same Complaint, Different Story.
Blend feedback with your segment data. Discover experiences by micro-segment.
| Segment | Feedback score | Top issue |
|---|---|---|
| VIP customer | ★★★☆☆ | Shipping delay |
| Standard | ★★★★☆ | App bug |
| New customer | ★★☆☆☆ | Onboarding |
| Online channel | ★★★★★ | - |
| Store channel | ★★★☆☆ | Wait time |
What can you blend?
✓ Carrier and delivery data ✓ Sales channel (online / store / partner) ✓ Customer segment (VIP / standard / new) ✓ Order value and category ✓ Geographic region ✓ CRM and customer history
Topics Surface Automatically. Actions Fire Instantly.
Gen AI reads every piece of feedback and discovers what matters, then agentic AI takes action before you even ask.
Auto Topic Detection
No manual taxonomy. No keyword rules. Gen AI reads every piece of feedback and automatically identifies emerging topics, clusters them, and tracks how they evolve, across all your channels and languages.
Discovered automatically · No manual setup
Agentic Actions
When a critical insight emerges in a key segment, the AI agent acts immediately, creating tickets, alerting teams, and sending executive briefings without waiting for human intervention.
Connect. Blend. Discover. Act.
Connect all channels and data
Connect your feedback channels (tickets, CRM, surveys, call center) and segment data (shipping, sales channel, customer group) to the platform.
AI blends and analyzes
Native Turkish NLU processes every record. Feedback is automatically blended with segment data. Highlights and Key Drivers are generated in real time.
The system takes action
Issue in a critical micro-segment? Tickets open automatically, teams are notified, and an Executive Briefing goes to the CX director.
Full capabilities
Auto Topic Detection (Gen AI)
Gen AI automatically surfaces emerging topics from feedback, with no manual categories or keyword rules needed. New themes appear in real time.
Agentic Actions
AI agents act on insights automatically, creating tickets, alerting teams, and sending briefings when critical patterns emerge in a segment.
Highlights
"What's Going Great" and "Needs Improvement": an automatic summary each period. Grounded in real comments, at a glance.
Key Drivers Summary
Statistically find what drives satisfaction most. Performance, importance, and negativity together.
Micro-segmentation
Blend shipping, channel, and segment data with feedback. VIP and standard customers may complain about the same thing for different reasons.
Root-cause analysis
Find the real reason in seconds — not just “broken product” but “third-party delay, VIP segment, Istanbul region.”
KPI monitoring & anomaly alerts
Your metrics are watched continuously. When something shifts abnormally in a segment, you get an instant email.
Privacy-first PII masking
Customer data is masked before analysis. KVKK- and GDPR-aligned patterns are built in.
What data can you blend?
Feedback sources
- 🎫 Zendesk / Freshdesk
- 👥 Salesforce CRM
- 💬 Intercom / live chat
- 📞 Call-center recordings
- 📋 NPS surveys
- 📄 CSV / Excel upload
- 🎯 Sonic Survey widget (Pivony)
Segment & operational data
- 🚚 Carrier and delivery data
- 🏪 Sales channel (online / store / partner)
- 👑 Customer segment (VIP / standard / new)
- 📦 Order category and value
- 📍 Geographic region
- 📊 CRM segmentation data
Don’t see your system? Custom integrations are possible via API. Talk to our sales team.
Etstur: Voice of Customer
Tourism & Hospitality
We worked with Etstur to understand guest experience and build hotel-level improvement strategies on the VoC platform.
How they use VoC
Guest feedback is connected to journey and property context so teams can prioritize improvements with Highlights, micro-segment views, and evidence-backed decisions.
Value created
By blending guest feedback with property-level segment data, Etstur can now pinpoint exactly which hotel, which experience type, and which guest segment is driving satisfaction or churn, and act on it before it compounds.
Outcomes
- Strategy from guest voice down to hotel level
- Property-level micro-segment analysis
- At-a-glance view with Highlights
Guest feedback analyzed across 500+ properties. Results based on internal CX team reporting.
“Our partnership with Pivony helped us build a happier customer base by truly listening to our customers’ needs and empathizing with them.”
Hande Kozlu Gültakan
CX Director, Vodafone Turkey
Brands we've worked with
Ready to hear your customers at segment level?
Our team will prepare a tailored VoC + micro-segment analysis demo for you.
Typical setup: 48 hours · No integration required · Native Turkish NLU