What is it?

You can now track themes of customer feedback across feedback surveys, as well as meeting and call transcripts. For each topic you create you can track the comment, number of mentions and sentiment of those mentions across different data sources.

Why does it matter?

You will be able to more easily understand the prevalence of different kinds of feedback across different customer feedback channels so that you can more easily take action to identify risks and improve the customer experience.

How does it work?

Service hub pro and enterprise customers will be able to create topics along with descriptions of those topics and then HubSpot's AI will scan feedback surveys, along with call and meeting transcripts for mentions of those topics. Backfill capabilities are available.

Who gets it?

Service Pro, Service Enterprise. This feature does not currently consume credits but it will in the future.