Talklab

Reading through thousands of customer chats to find out why people are unhappy is slow work, and Talklab does that analysis for you.

The chat analytics tool runs through large volumes of conversation data and produces sentiment analysis, behavioral tagging and reports on how customers are talking to your support team.

The reports are meant to be acted on.

Talklab gives detailed insight into customer interactions, and the goal is to help teams lower churn and raise customer satisfaction by showing where service falls short.

Because it automates the analysis, a support lead does not need to sample transcripts by hand.

Talklab has to be integrated with the chat platforms you already use, so it is not a standalone inbox.

Results also depend on the quality of your chat data: thin or messy conversation logs will give weaker findings.

Some teams may need a little training before the reports make sense.

If your support runs on chat and you have a backlog nobody has time to read, Talklab fits that gap.