Idiomatic
Idiomatic is a cutting-edge customer intelligence platform utilizing artificial intelligence to analyze customer feedback and turn it into ...
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What is Idiomatic?
Siena Insights (formerly Idiomatic) is an AI-driven voice of customer (VoC) platform that analyzes unstructured customer feedback from multiple sources including help desk tickets, surveys, app reviews, social media comments, and forum posts. The platform uses proprietary supervised machine learning to create granular, custom categorizations tailored to each business, rather than relying on general NLP or large language models that miss industry-specific nuances.
Key features include automated feedback organization and categorization with custom taxonomy generation, sentiment analysis by data source, real-time Slack alerts for feedback anomalies like payment failure spikes, ticket cost tracking to quantify resolution expenses, plain English chat interface to query customer data, and PII scrubbing for security. The platform integrates with tools like Zendesk, Salesforce, Intercom, Gorgias, Kustomer, and Typeform without requiring engineering support from clients.
Idiomatic is designed for product teams, customer support teams, and customer experience professionals at companies serving consumers or SMBs who receive large volumes of unstructured textual feedback. Trusted by companies including Pinterest, HubSpot, Slack, Instacart, Upwork, and Disney, it helps teams build Voice of Customer programs from scratch or automate existing programs to make better business decisions based on customer insights.
Idiomatic pricing
Pricing model: Paid
Free 14-day trial available for testing. Pricing is based on data sources and number of tickets/comments. Simple data source (reviews, social, 1-question surveys like NPS/CSAT): Starting at $399/month for 1 data source, plus $0.05 per comment. Complex data source (support tickets, multi-question surveys): Starting at $1,999/month for 1 data source, plus $0.05 per ticket. Pricing scales up or down based on team needs. Some plans include unlimited seats and unlimited data sources.
Idiomatic pros
- Creates custom taxonomy unique to each client's business
- Uses supervised ML instead of unsupervised general NLP
- Outperforms general sentiment tracking with custom models by data source
- Provides world-class PII scrubbing and customized security controls
- Delivers actionable insights in week 1
- Easy integrations with any help desk or survey tool
- No engineering support needed from client
- Unparalleled accuracy in classification of unstructured feedback
- Easy flow of data in and out - client owns their own data
- Highly custom, granular models by data source
- Custom sentiment tracking by data source
- No unsupervised general NLP limitations
- World-class customer success team
- Scales issue classification and introduces smarter routing
- Unlimited seats and data source policy on certain plans
Idiomatic cons
- Pricing starts at $399/month for simple data sources
- Complex data sources cost $1,999/month plus $0.05 per ticket
- Limited user-level configuration options - must go through Idiomatic team
- Phone call analytics not supported - only email and chat channels
- Graph colors in reports could be more vibrant
- No self-serve options for many configuration tasks
- Limited to English language support
- Requires subscription model - no permanent free tier
Frequently asked questions about Idiomatic
What is Idiomatic and what does it do?
Idiomatic (now Siena Insights) is an AI-driven customer intelligence platform that analyzes open-ended customer feedback sources. It uses proprietary AI to categorize and quantify any type of customer feedback from all data sources including customer support, surveys, app reviews, social media, forums, and product reviews in real-time, helping companies unlock the 'why' behind customer feedback and sentiment.
How does Idiomatic differ from other VoC tools using NLP or LLMs?
Idiomatic builds a new taxonomy unique to each client's business rather than using theme-based general models. Its models use machine learning based on custom taxonomy to better understand relationships and meaning in customer feedback. This means it processes high volumes of data at scale while delivering specific human-understandable insights without requiring deep dives to read lots of tickets.
What data sources can I connect to Idiomatic?
Idiomatic accepts feedback from help desk tickets, surveys, app reviews, product reviews, social media comments, and forum/community posts. It integrates with tools including Zendesk, Salesforce, Delighted, Qualtrics, Intercom, Gorgias, Kustomer, Gladly, Discord, Twitter/X, Typeform, and many more help desk or survey tools.
How long does it take to get actionable insights?
Idiomatic delivers actionable insights in week 1. With the self-serve Auto Idiomatic version, users can upload any feedback dataset and get a custom taxonomy with all data categorized by those labels in minutes.
Is there a free trial or free tier?
Yes, Idiomatic offers a free 14-day trial where you can upload your customer feedback dataset and test it. Auto Idiomatic also offers a 7-day free trial for the self-serve version. However, there is no permanent free tier - pricing is subscription-based.
What companies trust and use Idiomatic?
Idiomatic is trusted by companies including Pinterest, HubSpot, Slack, Instacart, Upwork, Disney, and Wix. The platform has 11-50 employees and is headquartered in Palo Alto, United States.
Does Idiomatic support multiple languages?
Idiomatic currently supports English language only for customer feedback analysis.
How does the custom taxonomy generation work?
Idiomatic instantly generates a set of labels custom to your dataset when you upload feedback data. This real-time taxonomy is unique to each client's business and helps better understand customers and their specific feedback about products and services, rather than using generic theme-based categorization.
What security features does Idiomatic provide?
Idiomatic provides world-class PII scrubbing to remove personally identifiable information and offers customized security controls for what data is passed through the platform. Clients still own their own data with easy flow of data in and out of the system.
Can I chat with my customer data in Idiomatic?
Yes, Idiomatic features a plain English chat interface that lets you chat with your customer data like messaging a super-smart colleague. You can ask anything about your customer feedback and get clear answers instantly without needing to navigate complicated reports.