Dovetail Channels is a SaaS solution designed to automatically collect, classify, and analyze large volumes of continuous customer feedback from multiple sources, such as support tickets, app reviews, and NPS responses. Using generative AI, it identifies trends, clusters feedback into themes, and provides real-time, actionable insights for product and customer experience teams. Channels centralizes feedback, enabling cross-functional teams to access, search, and act on customer insights without manual data processing or siloed tools.

Key Features

Automated Feedback Aggregation Centralizes feedback from multiple sources

• Connects to tools like Intercom, Zendesk, Front, Jira, and more
• Supports custom integrations via API and Zapier

AI-Powered Theme Detection Automatically classifies and tracks themes in real time

• Uses generative AI for clustering and sentiment analysis
• Identifies positive and negative feedback trends

Customizable Topic & Theme Management Personalize how feedback is organized and tracked

• Create, merge, and edit custom themes and topics
• Configure filters for user type, geography, product, or timeframe

Real-Time Insights & Reporting Enables instant understanding of customer issues

• Generates structured, cited documentation (e.g., PRDs, VOC reports)
• Provides conversational exploration of feedback via chat

Enterprise-Grade Security & Scalability Ensures data privacy and compliance

• GDPR, HIPAA, and SOC 2 certified
• Scales to tens of thousands of data points without token limits

Benefits

Accelerated Product Decision-Making Enables data-driven prioritization and faster response to customer needs

• Reduces manual analysis time from hours to minutes
• Democratizes access to customer feedback across teams

Improved Customer Understanding Provides a holistic view of user sentiment and product experience

• Surfaces actionable insights from high-volume feedback
• Tracks impact of product changes on customer sentiment over time

Enhanced Collaboration & Efficiency Breaks down silos and streamlines feedback workflows

• Centralizes feedback in a single insights hub
• Supports cross-team access and collaboration