G2

Karthik G.

Mid-Market (51-1000 emp.)

4/18/2023

"An amazing time-saving tool that automatically analyzes and consolidates customer feedback for you"

4.5/5

What do you like best about Viable?

The product automatically identifies top questions, concerns, opportunities, etc., on our behalf, so we don't have to spend hours per week reading through all customer tickets to identify trends. With their direct Zendesk integration, customer support tickets are automatically piped through the platform, so we don't have to use engineering resources for this project. Now, our product and engineering leadership teams focus on comprehending the analysis instead of performing the analysis themselves.

Outside of the product, the Viable team has been super helpful and responsive. They quickly take/implement feedback, help us optimize our use of the product, and always try to improve the experience for us. Review collected by and hosted on G2.com.

What do you dislike about Viable?

Viable is still an early company, so more feature functionality would be ideal (i.e., exporting information easier, managing trends / reporting over time, etc.). That said, the Viable team has been moving super fast, and I wouldn't be surprised if all my product requests are fulfilled in the next few months. Review collected by and hosted on G2.com.

What problems is Viable solving and how is that benefiting you?

We get thousands of customer support tickets and hundreds of posts in our customer community every month. It's difficult to analyze trends across those platforms - it either takes a ton of engineering resources or time for someone to do this manually. With Viable, we're able to save time, effort, and money. We can get our customer feedback aggregated across sources and automatically categorized very easily. It's a very helpful tool during quarterly planning and product roadmap planning. Review collected by and hosted on G2.com.