Unwrap
Unwrap.ai is a customer intelligence platform that uses AI to uncover what matters most from feedback across public and private sources.
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What is Unwrap?
Unwrap is an AI-powered customer intelligence platform that automatically analyzes customer feedback across multiple channels to surface emerging trends, pain points, and growth opportunities. The platform uses Natural Language Processing (NLP) to read unstructured text from feedback sources and extract actionable insights without requiring manual tagging or guesswork. It consolidates feedback from public sources like app store reviews, Reddit, Twitter, Facebook, G2, and Capterra, as well as internal sources like Zendesk tickets, Intercom conversations, NPS surveys, and sales call transcripts.
Key features include Auto Tagger for automatic categorization of feedback, customizable Dashboards for democratized data access, an AI Assistant for natural language queries, real-time Alerts for emerging insights, and Responder for faster customer replies. The platform offers proactive insights that find you automatically, transparent and trustworthy AI for company-wide sharing, and personalized support from day one. Unwrap provides SOC 2 Type II and GDPR compliance, SSO, activity monitoring, automatic PII redaction, and complete AI transparency with control over data usage.
Unwrap is designed for product teams, customer experience leaders, customer support teams, and executives who need to understand customer needs without manual effort. Companies like Lyft, jetBlue, Perplexity, Microsoft, Oura, lululemon, GitHub Copilot, and Zipcar use Unwrap to prioritize feedback, catch issues early, and build products customers genuinely care about. The platform eliminates spreadsheets and manual tagging, reducing analysis time from 15-20 hours per month to just 1-2 hours.
Unwrap pricing
Pricing model: Paid
Unwrap offers custom flexible plans starting at $24,000 per year, with pricing based on feedback volume. There is no publicly listed free tier. The platform offers a 30-day trial based on your data. Key features included across plans: SSO & Okta, user segmentation, HIPAA compliance, GDPR compliance, API access, real-time alerts, tailored onboarding, feedback responder, PII removal, and multilingual support. Custom plans are available for custom needs. Contact sales for specific pricing based on your feedback volume and team requirements.
Unwrap pros
- Automatically surfaces trends without manual tagging
- Processes feedback from 3000+ integration sources
- Zero-shot insights require no user input
- Real-time alerts catch issues before they grow
- Natural language assistant for querying feedback
- Reduces analysis time from 20 hours to 1-2 hours monthly
- SOC 2 Type II and GDPR compliant for enterprise security
- Automatic PII redaction protects customer privacy
- Customizable dashboards for different teams
- No engineering required for setup
- Full setup completed within two weeks
- Weekly digest emails and monthly reports
- Multilingual support for global feedback
- HIPAA compliance available for sensitive data
- API access for custom integrations
- Feedback Responder feature speeds up customer replies
- User segmentation for targeted analysis
- Anomaly detection uncovers hidden trends
- Sentiment tracking at sentence level
- 25% increase in team productivity reported
Unwrap cons
- Pricing starts at $24,000 per year
- No publicly available free tier
- Pricing based on feedback volume requires sales contact
- Enterprise-focused may be overkill for small teams
- Custom features require tailored onboarding
- Setup takes up to two weeks minimum
- Limited information on self-service options
- No usage-based monthly pricing visible
- Requires integration with existing feedback tools
- AI transparency controls may need technical setup
Frequently asked questions about Unwrap
How much does Unwrap cost?
Unwrap prices based on feedback volume. Plans start at $24,000 per year with flexible options. The platform offers a 30-day trial based on your data. Contact sales for pricing specific to your feedback volume and team needs.
How can I trust Unwrap with my data?
Your data is protected with enterprise-grade security including SOC 2 Type II certification and GDPR compliance. Unwrap offers SSO, activity monitoring, and automatic PII redaction for maximum privacy. The platform is trusted by Fortune 100 leaders and the world's leading brands.
What tools does Unwrap integrate with?
Unwrap can sync data from over 3,000 other tools where feedback is collected, including Zendesk, Intercom, app stores, Reddit, Twitter, Facebook, G2, Capterra, and NPS survey platforms. The company states they have never encountered an integration they cannot support.
What is the setup process for Unwrap?
Integration setup requires just a couple of clicks with no engineering needed. Full setup is completed within two weeks. Unwrap provides tailored onboarding and partners with you from day one, offering expert guidance tailored to your business every step of the way.
What kind of feedback can Unwrap analyze?
Unwrap connects to surveys, support tickets, calls, reviews, app store reviews, social media, and more—transforming every conversation into actionable insights. There is no limit to the feedback volume Unwrap can process, handling both public sources and internal data.
How is Unwrap different from other platforms?
Most tools simply tag and sort feedback, leaving you to create elaborate dashboards. Unwrap goes deeper by surfacing trends and issues automatically through zero-shot insights, helping you discern what matters to customers without needing to search for it. It provides proactive insights rather than requiring manual dashboard creation.
What roles benefit from using Unwrap?
Unwrap empowers every role from customer support to senior leadership. Executives get feedback addressed before hearing about it, Customer Experience teams catch issues early and turn feedback into action, and Product teams identify what matters to prioritize with clarity and build what customers need.
Does Unwrap require manual tagging of feedback?
No, Unwrap eliminates manual tagging entirely. The platform uses Auto Tagger to automatically categorize all feedback and surfaces trends automatically through its zero-shot insights approach. You stop tagging and stop guessing—Unwrap finds the insights for you proactively.
How does Unwrap's AI Assistant work?
The AI Assistant lets you query your feedback in natural language and find exactly what you need. You can ask questions about customer feedback without learning complex query languages, and the assistant returns specific answers from your feedback data.
Can Unwrap track feedback trends over time?
Yes, Unwrap tracks sentiment and trends over time across all your feedback sources. The platform provides real-time alerts when new insights emerge automatically, allowing you to spot trending issues like a 3X year-over-year rise in specific complaints or track when complaints drop from one percentage to another.