--- title: "Customer Insights from Support Conversations | ThriveDesk" canonical: "https://www.thrivedesk.com/use-cases/customer-insights/" author: ThriveDesk description: "ThriveDesk tags every conversation by intent and sentiment and turns the tags into reports, so you can see what customers ask for, complain about and can’t find." categories: [page] --- # Turn every conversation into customer insight Customers tell your support team what’s missing, what’s confusing and why they didn’t buy. ThriveDesk tags every conversation by intent and sentiment so you can see the pattern. [Start free trial](https://app.thrivedesk.com/auth/register) [Book a demo](https://www.thrivedesk.com/demo/) 7-day free trial · No card required ### Sales tracker ### Conversation by channels ### Customer satisfaction Powering support for growing teams 4.9 / 5.0 G2 reviews ## What your customers are telling you Customer insights are the patterns in what customers say: the questions they ask, the products they want and the reasons they don’t buy. ThriveDesk tags each conversation by intent and sentiment as it arrives, so trends show up in reports instead of staying buried in the inbox. negative sentiment shows up in reports Same day languages read and tagged 50+ inbox for email, chat and voicemail 1 The problem ## The answers are sitting in your inbox Customers tell your support team about missing sizes, confusing pages and cheaper competitors every day. That rarely leaves the inbox, because reading hundreds of conversations to find a pattern takes time nobody has. - 5.5M+ conversations handled on ThriveDesk so far - 100% of conversations tagged by intent and sentiment as they arrive - Live trends your product, ops and merch teams can act on ### Tag every conversation Intent and sentiment are tagged as each email or chat arrives, with nobody tagging by hand. ### See what’s changing Reports show which topics are growing, where sentiment drops and what shoppers ask before they buy. ### Share it with the rest of the business Product, marketing and ops read what customers asked for in their own words, instead of a secondhand summary. The agent ## One agent. The whole customer journey. Email, live chat, and social all land on the same agent. It remembers the customer across every one of them and follows the same rules everywhere. 01 — Resolution ### Resolves tickets end-to-end. It pulls the order, checks your refund policy, and takes the action — refund, replacement, new address. It reads the photos people attach, then tags the thread and closes it. - Refunds - Returns - Orders - Shipping 02 — Retention ### Saves subscribers from churn. When someone clicks cancel, it offers what you told it to offer: a discount, a pause, a skipped delivery. Every save and every reason writes back to your subscription tool. - Cancels - Pauses - Frequency - Billing 03 — Revenue ### Converts before they bounce. It knows your catalog and your reviews. When a shopper stalls at checkout with one last question, it answers in your voice and points them at the product that actually fits. - Presale - Sizing - Matching - Recovery Setup ## Live in about 20 minutes Train Neo, test it on real questions, then turn it on across your channels. You don’t need a developer. 01 Train Point it at your help center and past tickets, then set the voice and the rules. 02 Test Run real questions before it goes live. It answers when sure, steps aside when not. 03 Deploy Live chat, email, WhatsApp, Messenger. Same agent, same rules, no extra setup. 04 Optimize Watch resolutions and escalations, tighten what misses. It sharpens every week. Before and after ## What changes with ThriveDesk | When | Without ThriveDesk | With ThriveDesk | | --- | --- | --- | | Which products do people ask for? | Someone remembers a few | Tagged and counted in reports | | Why shoppers don’t buy | Guesswork | Objections grouped by topic | | A shipping delay upsets customers | Noticed when reviews drop | Negative sentiment shows up the same day | | Tagging tickets | Done by hand, if at all | Done as each one arrives | [Start free trial](https://app.thrivedesk.com/auth/register) [See pricing](https://www.thrivedesk.com/pricing/) Testimonials ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Channels ## Insights from every channel Customers don’t only talk to you in one place. Every conversation lands in the same inbox and gets tagged the same way. ### [Email](https://www.thrivedesk.com/channels/email/) Every support email is tagged by intent and sentiment the moment it lands in the shared inbox. ### [Chat widget](https://www.thrivedesk.com/channels/chat-widget/) Questions shoppers ask before they buy show you what’s missing from your product pages. ### [Phone](https://www.thrivedesk.com/channels/phone-sms/) Voicemails from your phone provider land next to your email and chat, so calls count in your reports too. One set of reports across email, chat and voicemail. Good to know ## When this isn’t the right fit - You get a few conversations a week. You can read them all. - You need product analytics. This covers what customers say, not how they click. - Your customer conversations happen outside ThriveDesk. FAQ ## Common questions about customer insights Anything else? [Talk to us](https://www.thrivedesk.com/contact/). ### What are customer insights? Patterns in what customers say and do, like common questions, product requests, complaints and reasons for not buying. Support conversations are one of the best sources of them. ### How do you get customer insights from support conversations? Tag every conversation by what the customer wants and how they feel, then look at the tags over time. ThriveDesk does the tagging with AI as each conversation arrives, and reports group the tags into trends. ### What is sentiment analysis in customer support? Reading each message to judge whether the customer is happy, neutral or frustrated. It shows where experiences go wrong, like a shipping delay, before it reaches your reviews. ### Do I have to tag tickets myself? No. Tagging happens on its own. You can still add your own tags for anything specific to your business. ### Which channels does ThriveDesk analyze? Email, live chat and voicemails from your phone provider. They all land in the same inbox, so the insights cover all of them. ### How long does it take to set up ThriveDesk? About 20 minutes to connect your email and add the chat widget. Tagging starts with the first conversation. ### Who on my team should use customer insights? Support leads use them to plan staffing and fix recurring issues. Product and marketing teams use them to hear what customers want in their own words. More use cases ## What else teams use ThriveDesk for [See all use cases](https://www.thrivedesk.com/use-cases/) - ### [Increase sales](https://www.thrivedesk.com/use-cases/increase-sales/) Answer pre-sale questions and suggest the right product while shoppers are still on the page. - ### [Reduce cart abandonment](https://www.thrivedesk.com/use-cases/reduce-cart-abandonment/) Answer the question holding up a stalled cart or checkout. - ### [Automate support](https://www.thrivedesk.com/use-cases/automate-support/) Answer routine questions on email and chat, and pass the rest to your team.