Customer Experience
Catch the issue before it becomes the week.
Service problems start as a handful of comments scattered across tickets, reviews and chat. Tellusglint connects them the moment they share a theme, so your team responds while the problem is still small.
Three jobs, one view
Detect. Report. Close the loop.
Catch service issues early
Spike alerts watch every theme against its own baseline. A sudden rise in "card declined" reaches your team the same day, with the comments attached.
Report sentiment to leadership
A weekly digest shows what rose, what improved and why, in numbers leadership can compare month to month.
Close the loop with customers
Once a fix ships, pull the list of conversations in that theme so agents can follow up with the people who raised it.
- Mon 09:40First 3 tickets mention the promo code field on mobile
- Mon 14:15Two app reviews and a social post join the same theme
- Mon 16:02Spike alert sent to CX lead and product channel
- Tue 11:30Fix released, macro added for affected customers
- Thu 10:00Theme back inside its normal band
Early warning
Seven hours, not three weeks.
Without a shared view, the same issue sits in three queues until someone notices the pattern. With every source in one stream, the pattern is the first thing you see.
- Per-theme sensitivity so payment issues alert fast and minor requests do not
- Alerts include source mix, top phrases and sample comments
- See when a theme returns to normal, not just when it starts
For the monthly review
Sentiment you can put on a slide.
Leadership wants to know whether customers are happier than last month and what changed. Tellusglint answers both with the same numbers every time.
Theme-level sentiment
Instead of one company-wide score that hides everything, report on the five themes that moved most and the reason behind each.
Consistent definitions
Themes keep their names over time, so “Support response time” this month means the same thing as it did last quarter.
Product teams read the same themes to decide what to build. See Product Management
Hear the pattern on day one.
Connect your first source and see this week's themes resolve out of the noise.