Voice of Customer Hub: Automated Insights
Centralized feedback aggregation with AI sentiment analysis and actionable insights
8
Channels Unified
10K+
Feedback/Month
24hr
Issue Detection
Quick Facts
Industry: B2B SaaS
Customers: 2,000+
Timeline: 6 weeks
Feedback Volume: 10K/month
Stack: n8n, OpenAI, Airtable, Slack
The Challenge
A B2B SaaS company with 2,000+ customers had feedback scattered across 8 different channels: NPS surveys, support tickets, app reviews, G2, social media, sales calls, and more. Product teams were making decisions based on the loudest voices rather than systematic analysis.
Critical issues took weeks to surface, and there was no way to track sentiment trends over time. The customer success team spent hours manually reviewing feedback instead of acting on it. They needed a unified view with automated insights.
Pain Points
❌ Feedback scattered across 8+ channels
❌ Manual review taking 20+ hours/week
❌ Critical issues taking weeks to surface
❌ No sentiment trends or historical analysis
❌ Product decisions based on anecdotal feedback
Our Solution
🔄
Multi-Channel Aggregation
Built n8n workflows to pull feedback from Typeform, Zendesk, Intercom, G2, App Store, Twitter, and Gong call transcripts. All feedback normalized into consistent format in Airtable.
🤖
AI Sentiment Analysis
Integrated OpenAI GPT-4 for sentiment scoring, topic extraction, and urgency detection. Each feedback item automatically categorized by product area, emotion, and priority level.
📊
Insights Dashboard
Created real-time dashboard showing sentiment trends, top issues, feature requests, and detractor alerts. Weekly automated reports to product, CS, and executive teams.
🚨
Smart Alerting
Slack alerts for urgent negative feedback, VIP customer complaints, and trending issues. Automatic routing to appropriate team based on feedback category.
Results
24hr
Issue Detection
Down from weeks
95%
Time Saved
20hr → 1hr/week
8
Channels Unified
Single dashboard
+15pts
NPS Improvement
In 6 months
Frequently Asked Questions
What is a Voice of Customer (VoC) hub?
A centralized platform aggregating feedback from multiple channels into a single view, enabling analysis, categorization, and actionable insights.
How does AI sentiment analysis help?
It automatically categorizes feedback as positive/negative/neutral, extracts topics and emotions, enabling processing of thousands of items to identify trends quickly.
What channels can be integrated?
NPS/CSAT surveys, support tickets, app reviews, social media, G2/Capterra reviews, sales call transcripts. n8n integrates with 400+ apps.
How long does implementation take?
A basic VoC hub with 3-5 channels and sentiment analysis takes 4-6 weeks including integrations, AI setup, dashboards, and alerting.
Related Resources
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