Feature request

Voice of customer is the discipline of turning reviews, support tickets, surveys, and conversations into operational decisions. The distinguishing feature of a working programme is the closed loop: findings reach the team that can fix the cause, and the resulting change is measured against contact volume.

Topic clustering groups conversations by theme to size the drivers behind contact volume, without requiring an analyst to define categories in advance. Because clusters emerge from what customers actually said, the method surfaces new issues that a fixed intent taxonomy would file under a generic other.

A verbatim is a customer’s exact words, kept unedited as evidence in voice-of-customer reporting. Verbatims carry the specificity that aggregate scores strip out, which is why they persuade product and executive audiences when a percentage change on a dashboard cannot do so on its own.

Product analytics is the measurement of how people behave inside a product. It is built on event data: the individual actions users take, such as clicks, feature use, or completed steps, as opposed to page traffic. Standard analyses include funnels (where users drop off in a sequence), retention cohorts (whether users return over time), feature adoption (which capabilities get used and by whom), and paths (the routes users take through a product). This sets it apart from web and marketing analytics, which measure acquisition: traffic sources, campaigns, and conversions. The limit is that behavioral data shows what people did, not why. That is why teams pair it with feedback data, such as OnClarity’s Voice of Customer, to explain the patterns event data surfaces.