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.
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Conversation by channels
Customer satisfaction
Powering support for growing teams
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.
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5.5M+ conversations handled on ThriveDesk so far
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100% of conversations tagged by intent and sentiment as they arrive
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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.
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.
Voice config
Memory store
Order history Past threads Customer profile
Sources ingest
Sales agent agent
Qualify
Works out what they are shopping for
Recommend
Picks the fit from your catalog
Recover
Answers the question blocking the cart
Support agent agent
Understand
Reads the order and the intent
Decide
Checks policy, picks an action
Reply
Guardrails check
5 scenarios
Testing as Floyd Miles
Where is my order?
Reads the order, quotes the live tracking state
Cancel my subscription please.
Offers a pause before it processes the cancel
Do you ship to Portugal on Sundays?
No shipping rule covers this — needs an answer
My package arrived smashed.
Damage claim, waiting on the escalation rule
Can I swap the size before it ships?
Checking the fulfilment window before it edits
9 channels
One agent, live wherever customers reach you
Live chat widget
Email
WordPress
WooCommerce
Shopify
WhatsApp
Messenger
Slack
Embed / iframe
Automation rate
Optimize55% 18%
Resolved
Total volume
Involvement rate
73% 0.5%
Involved
Total
Resolution rate
76% 4.3%
Resolved
Involved
CX Score
Report63% 1%
5 4 3 2 1
Positive CX reasons
Answer quality Product feedback Low user effort User emotion Policy feedback Agent quality
Negative CX reasons
User effort Answer quality User emotion Policy feedback Product feedback Agent quality
Performance funnel
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 |
Testimonials
“ 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. ”
“ 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. ”
“ 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. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ 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. ”
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. ”
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.
Every support email is tagged by intent and sentiment the moment it lands in the shared inbox.
Chat widget
Questions shoppers ask before they buy show you what’s missing from your product pages.
Phone
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.
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
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