Explore is a powerful way to search and understand your qualitative data at scale. Quickly see what customers are talking about most with high-level keyword topics or drill into a topic to uncover more context and detail. Here are a few tips and tricks to help you find insights in your voice-of-customer data.

Throughout this article, we reference interactions. An interaction could be a review, a support ticket, a call, an email, or any other

Search to find specific topics across all of the different level. Select the topics that you want to filter to in the chart, but note that you can only select topics in one level at a time. For example, if you select a topic in level 2, you won't also be able to select a topic in level 3 while the level 2 topic is selected. You can select more level 2 topics.

Choose between 7 days, 30 days, 3 months, one year, or a custom date range to see the customer interactions that happen during that timeframe.

The topic metric toggle allows you to choose between seeing cumulative volume during the timeframe or the frequency--the number of interactions that are happening per day or week.

Cumulative volume can help you see the general trend line of the interactions.

Frequency can help you see if you typically get the same amount of interactions each day or week. That level of detail can sometimes be hard to spot in the volume chart.

Explore will default to a bubble graph, but you can easily switch to a bar or line. Hover over a bubble, bar, or line to get more information about each topic.

Explore has 3 levels of topics. This toggle allows you to adjust which level you see in the chart without having to zoom into a specific topic.

If you wanted to see the top detailed issues across all topics, selecting level 3 would be the way to do that.

Applying a filter helps you see what different customer segments are saying. What filters are available will depend on your business and the data that is available within Artifact. Examples of some filters include customers that onboarded in the last 30 days (created_at is less than 30 days), customers who haven't purchased in the last 6 months (order_date is greater than 180 days), or customers who have customer lifetime value over $5,000 (total_spent is greater than 5,000).

If you would like to filter your voice of customer data by a segment or metric that isn't yet available, please reach out to Artifact to discuss how to get that data added.

How filtering works

Get started with filtering by clicking the "+ Add filter" copy. From there you can select an initial property you want to filter by. These are organized by the data source, the table and then the column. That might sound kind of confusing so let's look at an example.

The options that are currently being shown in the dropdown are all from Shopify. The next item after Shopify is the table name, or CUSTOMER. The table name won't be selectable, but it helps us know that the items below all have to do with the customer.

Once a property is selected, you can choose a condition and value. Depending on the type of field it is, the value field might be a free text field or a dropdown with different values.

You can also create a filter group or add a separate and/or filter.

Our fine-tuned machine-learning model parses every customer interaction, looking for what customers said they liked and disliked, what issues they were experiencing, questions they asked, features they requested, and anything having to do with billing and shipping. This allows you to filter customer interactions to the themes that matter most to you.

You can change what data you see in the graph by clicking on the pagination chart. It will open up a modal with a draggable window. Move the window anywhere along the graph to change what data you see in the chart. You can also change the amount of data you see by making the window smaller or larger. Remember that each graph type has a max amount of data you can see at once.

By clicking on a bubble, bar, or line, you can drill in from the initial thematic topic, to a subtopic, to a full phrase that's representative of what your customers are saying.

On the subtopic and phrase views, a side bar on the right will open and give you more information about what you just clicked. So if you click on a topic called shipping you will then see a new chart with the shipping subtopics as well as a side panel about shipping.

What information is in the side panel?

To go back a level, use the back button or click a previous level in the breadcrumb.