Open-text feedback is only valuable if you can act on it. For years, teams across customer experience (CX), product, marketing, and operations have done exactly that with Alchemer Pulse—cutting manual analysis time by 50% or more, uncovering customer segments that unlocked double-digit revenue growth, and making faster, more confident decisions at every level of their organizations.
Today, Pulse takes its next leap forward. Observations and Highlights represent the most significant evolution yet of AI-powered analysis in Alchemer Pulse—built to deliver greater precision, speed, and confidence than ever before.
What's new?
- Observations: Automatically surface and rank the specific issues customers are experiencing, with exact mention volumes so teams can prioritize what matters most.
- Enhanced Highlights: The new Highlights, powered by Observations, turn any feedback segment into a shareable, evidence-backed executive summary.
- Redesigned Feedback page: Find insights and take action faster with a streamlined experience.
- Reporting & Dashboards: Drive action with new templates and widgets.
Observations & Highlights in action: Use cases and examples
Here’s what these features look like in practice—four teams, one Monday morning, each arriving at answers in minutes and starting the week already ahead.
CX teams: a metric shifts. The answer is already there.
It’s 9 a.m. The head of customer experience at a national retail brand opens her dashboard. Last week’s Net Promoter Score (NPS) came in two points lower than the week before. Highlights and Observations have already surfaced a ranked list of the specific issues driving the shift. Near the top: “Orders not received or delayed”—74 mentions in the past seven days.
She quickly scans actual customer comments related to the trend, then copies the Highlight—a verbatim-backed summary of the issue—directly into a message to the operations team. By 9:30 a.m., the right people are already working on it.
That’s faster action: moving from a metric shift to a specific, quantified root cause in minutes, and closing the loop with customers before the relationship takes a hit.
Product teams: 72 hours post-launch. The picture is already clear.
It’s been 72 hours since the product team shipped a major new app version. Feedback is flooding in across in-app surveys, app store reviews, and support comments—and leadership is already asking what customers think.
The product manager opens Alchemer Pulse. Observations has already done the work. At the top, a strong positive signal: “Application is easy to use”—1,280 mentions. Below it: “App is slow”—834 mentions. And a signal that needs immediate attention: “Unable to log in to account”—595 mentions.
In 30 minutes, she has a ranked list of what to fix, what to monitor, and what to celebrate—backed by real customer frequency, not gut feel. A post-launch feedback flood becomes a clear, confident path to the next sprint.
Marketing teams: a quarter of loyalty data, ready to use in an hour.
A brand insights manager is three months into a relaunched loyalty program and needs to understand why sentiment is struggling. She uses Alchemer Pulse to filter by the Loyalty Program theme and the picture comes into focus: rewards and discounts not being applied correctly, enrollment friction, and a pattern of customer anxiety around automatic charges.
She shares the Highlight summary for each issue—along with the real customer comments—with the CRM and brand teams before her first meeting of the week. By end of day, the link issues are resolved and a clearer enrollment communications brief is drafted.
That’s effective Voice of Customer (VoC) analysis for marketing: the specific friction points shaping program perception, surfaced and grouped automatically so the team spends time fixing the problem, not finding it.
Operations teams: a new returns process rolls out. Live feedback makes it better within the week.
The director of customer operations at a mid-size e-commerce brand just rolled out a redesigned returns process—new self-service portal, updated packaging instructions, revised timeline communications. Within the first 72 hours, Observations is already surfacing patterns from post-return survey responses.
The overall picture is mixed. “Returns process is easy” tops the Observations list at 172 mentions, a genuine bright spot. But right behind it, one issue is climbing fast: “Customer wants to cancel order”—83 mentions in three days, concentrated among customers who used the new portal.
He pulls the Highlight, which confirms the pattern with verbatim examples and ties it to a specific step in the portal flow. By end of week, the fix is live. The following week, that issue has dropped off the Observations list—and the positive response to the new process is clearly visible without the friction in the way.
Catching the gap while there’s still time to close it. That’s what live open-text feedback analysis makes possible.
What's available today
Observations, improved Highlights, and a redesigned Feedback page are now available to all Alchemer Pulse customers at every tier—no new setup, no additional cost.
- Existing Pulse customers: log in and explore Observations in your current projects. Your Customer Success Manager can walk you through what’s new and how to get the most from it.
- Evaluating Alchemer Pulse for the first time? Request a demo to see how AI-powered open-text feedback analysis works for your specific use case.