Insights · voice of customer analytics
Know what your customers keep telling you, and what to fix first.
OpenDots reads every message your customers send, in more than 30 languages, and sorts it into categories, themes and feedback points. Each team sees what’s rising, what’s improving and what’s new, with the customers’ own words behind every number.
Theme▲ 24% this month
Refund not received
1,284 messages · 5 channels · 3 languages · one theme
still no refund after 5 days
Google Playपैसे वापस कब आएंगे?
Email · Hindiwhere’s my money @brand
Xrefund kab aayega bhai
Instagram · Hinglishcancelled a week ago, nothing back
App StoreRefund status for order #48213?
Email
New this weekCoupon not applying · 96 mentions, mostly Google Play
Illustrative example
Why it matters
Most teams answer customers today and learn from them a quarter later.
One team replies. Months later, someone else analyzes a sample. OpenDots reads each message once: the reply goes to the customer, and the insight goes to every team that needs it.
Automation without analytics is just a faster way to ignore your customers.
The usual wayWith OpenDots
What gets readA sample, by an analystEvery message, the day it arrives
How it’s countedKeywords someone thought to look forMeaning, in 30+ languages
How oftenA report every quarterA trend every week, alerts in between
Where it livesA deck that’s out of date by the next meetingOne view every team shares, with the messages behind each number
Learn from every conversation
Every review read. Every pattern counted.
OpenDots sorts every conversation into categories, themes and feedback points, each one traceable to the original message. Product, operations, marketing and leadership see the same numbers, and every number opens the reviews behind it.
- 64k
- reviews read
- 85
- locations
- 18
- categories
- 112
- themes
- 940
- feedback points
What changed this month
- Praise for helpful customer support+64%
- Complaints about app glitches−71%
- Complaints about orders not delivered+52%
- Complaints about slow delivery+19%
- Sorts each message into categories, themes and feedback points
- Adds a theme when customers start raising something new
- Alerts when a theme spikes
- Rating, sentiment, CSAT and NPS, month over month
payment
1,264 reviews mention payment · last 30 days
Star rating
57% one-star
Sentiment
61% negative
Top feedback points
- Money deducted, but payment failed412
- UPI payment stuck in processing255
- Refund for failed payment is slow198
- Payments are quick and smooth167
Across all your stores
- Which stores need attention first?
- What’s chain-wide, and what’s local to one city or outlet?
- Are replies consistent across every location?
Across your apps and channels
- What changed after the last release or campaign?
- Where does the journey break: ordering, payment, delivery or refunds?
- What’s pushing customers away, and how do we compare with competitors?
Illustrative numbers.
Every team
The questions each team can finally answer.
- CX leaders
Why did complaints go up this month?
Open the themes that grew, see which channels and stores they came from, and take your customers’ own words into the meeting.
- Support
Which requests keep coming back?
See what recurs, how often and where. The most common ones are the first candidates for Claire to resolve on its own.
How Claire takes them on - Product
What are reviews saying about the last release?
OpenDots groups bugs, missing features and confusing steps, then ranks them by volume, so you can watch a theme fall after the fix ships.
- Marketing
What do customers love, and how do we compare?
See the praise in customers’ own words, and the competitors they mention, across reviews, social and email.
- Operations
Is it one outlet, or the whole chain?
For brands with many locations, see each store’s themes, city by city and outlet by outlet.
- Leadership
Is the customer experience getting better?
See rating, sentiment, CSAT and NPS month over month, with the themes that moved them.
Getting started
Your first picture, before you connect anything.
Before our first call, we run OpenDots on your public reviews on Google Play, the App Store and Google Business Profile, so you see your own themes right away. Social and email join the same view once you connect them, and the picture updates every week.
Day 1
Connect
Analyzes your public reviews before the call
Overnight
Learn
Builds themes from your last 30 days
Day 2 onward
Review
Social and email join once you connect them
Before go-live
Test
Alerts you when a theme spikes
Go-live
Reply
Counts every new message as it arrives
Every week
Insights
What’s rising, improving and new, every week
What is voice of customer analytics?
Voice of customer analytics turns what customers say about a brand, in reviews, social posts and support conversations, into insight you can measure: which issues come up, how often, and whether they are growing. OpenDots does this across every review, comment and email, in more than 30 languages, and counts every message rather than a sample.
How is this different from sentiment analysis?
Sentiment analysis tells you whether a message is positive or negative. It doesn’t tell you what the customer is talking about. OpenDots sorts each message into a specific theme and feedback point, such as a delayed refund or a coupon that won’t apply, and counts it, so you know what to fix and whether it is getting better.
How does OpenDots create themes?
It reads your feedback, works out what your business does, and builds categories, themes and feedback points from it. OpenDots groups messages by meaning, so a thousand ways of describing one problem, in any language, land in one theme. As new topics appear, they show up as new themes.
Does it work across languages?
Yes. A complaint about the same problem lands in the same theme, whether it’s written in Hindi, Hinglish or English.
Can we see the messages behind a number?
Yes. Every theme and every point on a chart opens the reviews, comments and conversations behind it, with the channel and the date, so your customers’ own words go into the meeting with the numbers.
Can we see insights store by store?
Yes. For brands with many locations on Google Business Profile, you can see which stores need attention first and whether an issue is chain-wide or local to one city or outlet.
Do we need to connect anything to start?
Not to see a first picture. Before our first call, we run OpenDots on your public reviews on Google Play, the App Store and Google Business Profile. Social and support channels join the same view once you connect them.
One platform
The rest of OpenDots.
- ReviewsAnswers every review on Google Play, the App Store and Google Business Profile in your voice, within minutes, from day two.See Reviews
- Claire, AI agentConnects to your systems and resolves requests on Instagram, X and email end to end: finds the order, checks the refund, tells the customer what happens next.See Claire
Don’t take our word for it.
See OpenDots on your own reviews.
- First month free
- We set it up with you
- 10 minutes of your time
Leave your details and we’ll get in touch. Before our first call, we run OpenDots on your public reviews, so you see it answer your own customers.
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Your free month starts with a look at what your customers are saying today.