AI powered customer insights for e-commerce brands

Illustration of a report on the top questions during a week

AI tagging organises every customer conversation across all support channels into clear themes and categories. This gives you a structured view of what customers ask, expect and struggle with - from delivery issues to product questions or unclear information on your webshop.

Instead of scanning individual messages, you can see the underlying patterns that slow down conversion or create unnecessary workload. The result is a practical foundation for prioritising improvements that have a direct impact on both customer experience and internal efficiency.

Angry customer message with key information underlined

All conversations – including phone calls – are analysed, tagged and made searchable in english or local language. You gain one structured view of customer behaviour across languages, countries and teams, making it easier to compare markets, identify recurring issues and understand how customers experience your brand in each location.

Dashboards and reports share the most relevant findings with stakeholders across teams, giving everyone a clearer understanding of customer needs and emerging patterns. This creates a more informed decision-making process, where improvements to products, processes and communication are guided by real customer feedback rather than assumptions.

Recommended

For most webshops

€1.200/month

AI powered analysis of up to 5,000 monthly conversations

All conversations searchable and available in original language and English

Unlimited custom dashboards

Automated reporting with custom dashboards

Tagging of conversations directly in your helpdesk

Customer Insights gives you a structured overview of every conversation across channels. The platform organises and analyses your customer service data, helping you understand trends, identify recurring issues and support better decisions across your organisation.

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For enterprises

Custom pricing

Everything in 'For most webshops' plus...

Unlimited conversations analysed

Integrations with review sites, social accounts, and customer review platforms for holistic analysis of all customer interactions

This version is designed for organisations handling high conversation volumes. It offers unlimited analysis capacity and integrates data from review sites, social channels and customer feedback platforms, giving you one comprehensive source of insights across all touchpoints.

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FAQ

Interested in knowing more about our Customer Insights platform? Here is what people most often ask us. If you do not find an answer to your questions, please get in contact with us right here.

Can customer service help improve my business?

Yes. Customer service is one of the strongest sources of insight into how customers experience your webshop. Many webshops receive a high number of enquiries, and each message reflects a need, a question or a point of friction. When you analyse these conversations, you gain a clearer understanding of what customers look for, what causes uncertainty and where your processes can be refined.

Customer service data can support improvements in several areas:

Product feedback: Customer questions and comments reveal how products are understood and what customers expect from them.
Campaign insights: Enquiries during campaigns show whether terms are clear and whether customers understand the offer as intended.
Process improvement: Each message highlights a moment where the customer journey did not work as expected. By categorising conversations, you can identify patterns and prioritise the changes that matter most.

With the right approach, customer service becomes a driver for informed decisions rather than a cost.

How can I create a better customer experience? A good customer experience starts with understanding what customers say, expect and react to. By listening to the voice of your customers, you gain a clearer view of the questions, uncertainties and patterns that shape their journey. Customer Insights helps you do this by analysing every conversation across channels and turning the findings into structured themes. This makes it easier to identify what needs attention and to prioritise improvements that make your webshop feel more intuitive, reliable and aligned with customer needs.

What features does the platform include?

The platform uses advanced AI tagging to analyse every customer conversation and turn unstructured messages into clear, organised insights. It identifies patterns and meanings rather than simple keywords, which helps you understand the voice of your customers across all markets. All conversations are available in both the original language and in English, giving you one shared source of information.

The platform includes several core features that support daily operations and strategic decisions:

AI powered tagging and categorisation
Analyses conversations across channels and organises them into detailed themes without overlap, making it easier to understand recurring issues and underlying causes.
Conversation routing
Tags conversations as they arrive, allowing you to direct enquiries to the right agent, team or queue based on topic and urgency.
Phone call transcription and summarisation
Records and transcribes calls, tags them like all other conversations and provides clear summaries. This makes phone calls searchable and easier to review.
Automated dashboards and reporting
Turns customer conversations into quantitative data and visual insights. Dashboards can be shared automatically with relevant teams to keep the organisation informed and aligned.

How do I know the insights are reliable? The platform analyses every conversation using an AI model trained on millions of customer service messages from European e-commerce businesses. It identifies themes and intent rather than relying on keywords, which reduces noise and provides a more accurate understanding of why customers contact you. Because all conversations are tagged consistently across markets and channels, the findings reflect real customer behaviour and are reliable enough to support decisions across your organisation.

Voice of Customer

Real-time AI analysis

We look for patterns, themes, and meanings in the messages from customer service as they come in. By doing so, we can categorise conversations to a high level of detail, allowing you to get to the root of problems and improve processes.

With AI tagging you are able to turn your customer service data into a to-do list and create better and better customer experiences for your customers, improving conversion along the way.

Keep all your conversations in the same language

When expanding abroad, it can be difficult to stay on top of the customer service conversations in new languages. In our platform, you will always have access to conversations in both the original language as well as a machine-translated English version.

Illustration of how a conversations tagged with

Conversation routing

Some conversations are really complex, some are very time-sensitive, some just require a specific skillset.

By analysing and tagging conversations as they come in, you can direct conversations to specific agents, teams, inboxes, or queues depending on the subject and urgency of the conversation.

This can be done for any subject that makes sense for you and your team.

Automated reporting

With Customer Insights, you are turning your conversations with your customers into quantitative data, which you can build dashboards and reports from. These can be scheduled and sent out to the relevant stakeholders at regular intervals, keeping the whole organisation in the loop and promotes a customer-first mindset.

Automated call summaries

Illustration of a phone call about a wrong product and refund request with a summary of the conversation.

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AI powered Customer Insights

SUCCESS STORY

How outsourced customer service improved North Trampoline's scalability in 9 markets

For most webshops

For enterprises

Customer Insights Demo

FAQ

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