Aggregate customer feedback across reviews, comments, and tickets?

[Caravel]

I'm looking for a tool/service that can aggregate product reviews, social comments, and support tickets to get a bird's eye view of what customers are saying within a single view vs having to log into multiple apps.

Does anyone know if there is a tool that exist in this space?

[FuFei]

but... those reviews dont really represent the same type of data though.

Feedback on your customer support team shouldn't affect the same feedback as product reviews.

I hear Yotpo is a good option for product reviews and for tickets you can try Zendesk

[Caravel]

Hi FuFei,

You're right that reviews and support tickets are different types of data. To clarify, I'm not looking for a tool that handles reviews and customer support (we'll use something like Yotpo or Gorgias for that).

Rather I'm looking for a tool that integrates with those tools to pull in reviews, tickets, etc and give me a dashboard where I can see all of the data.

The thinking is it'll save me time from logging into these different platforms and if it had some way to categories the info that would be great as well.

I hope that helps and thank you for the feedback. Do you know anything like this?

[FuFei]

Unfortunately no...

The only workaround that I think you might want to try is to work with the APIs of the different platforms and pull them into a spreadsheet to manage the data.

• https://api.gorgias.io/#intro
• https://apidocs.yotpo.com/reference

I don't think there is an out of the box tool right now that simply focuses on bringing in these reviews together.

[piyushag]

Curious to know, which specific tools are you using at the moment from where you need the reviews/comments/tickets aggregated?

[Caravel]

I'm not using any specific tools right now. I'm doing some research into what other merchants are using. In my research I started to think about the various places that customers leave feedback. That feedback is really valuable and I understand that it'll happen in a variety of places so I'm looking at tools that would collect all of it, organize it, and provide some insights as far as labeling and sentiment.

Yotpo's Insights platform does what I'm looking for but it seems to only work on the content they collect.https://www.yotpo.com/platform/insights/ 

What about reviews on FB, or comments on Instagram, etc. Seems like a helpdesk's role is to collect all of this but I haven't found compelling features or apps that do the organizing and insights like the Yotpo example above.

Hope that helps.

[JonWright]

Have you looked at a tool like Mention or Notify? I think that's the type of thing you are looking for. Maybe in combination with some Zaps you would be able to get what you want.