When something looks wrong, investigate with evidence.
Feedback Explorer (Investigations) is used when teams need to go deeper—to validate signals, uncover root causes, and understand why customers are behaving a certain way.
Dashboards show what.
Investigations explain why.
When a churn spike or sentiment drop happens, the next question is always "What's actually causing this?". That's where investigations begin.
The Signal
"Churn Risk High"
The Investigation
Inspect evidence, read verbatim, and confirm root cause.
The Cause
"New Pricing Page Confusion"
Validate signals with evidence
Inspect individual feedback items behind a signal. Read exact customer language to confirm whether an issue is real, isolated, or systemic.
Cross-channel root cause analysis
Compare feedback across support, surveys, and reviews. Identify repeated patterns and how issues manifest differently across channels.
Context behind every complaint
See extracted entities, sentiment intensity, and source context for every item. Understand exactly what went wrong and where.
"The new dashboard_export is failing for large datasets. This is blocking our Q3_reporting."
When to investigate?
After an Alert
Investigate why a churn risk or anomaly signal surfaced.
Before Roadmap
Validate assumptions with real customer evidence.
During Incidents
Understand scope and root cause of customer impact.
Investigate with confidence.
Move from signals to root causes, backed by real customer evidence.
Ready to understand your customers?
Join forward-thinking product teams turning feedback into their biggest advantage.