Idiomatic

Idiomatic functions as a customer intelligence platform, leveraging proprietary AI to analyze and quantify customer feedback from a multitude of sources in real-time. Founded in 2016 by Kevin Yang, the company was established to transform unstructured customer feedback into actionable insights. Yang, a repeat entrepreneur with a Physics degree from Harvard and an MBA from Stanford, previously co-founded EAT Club, an experience that honed his skills in scaling business operations. His background reflects a deep-seated interest in leveraging data to enhance both team and client success, a philosophy embedded in Idiomatic's core mission.

The firm's primary service is a data analysis platform that helps businesses understand customer needs and sentiment by processing feedback from support tickets, surveys, app reviews, and social media. It serves a range of teams within an organization, including customer support, customer experience, product, and marketing. The business model is centered on providing this analytics service to other businesses, with clients such as HubSpot, Instacart, and Slack. Revenue is generated based on the number of data sources a client integrates with the platform. A significant milestone for the company was its acquisition by FrontApp Inc. in November 2024. Following the acquisition, Kevin Yang was appointed to lead Front's AI strategy, and the Idiomatic research and development team joined Front to continue their work on transforming customer conversations into data-driven insights.

Idiomatic's platform distinguishes itself by moving beyond manual analysis to uncover the 'why' behind customer feedback. It utilizes AI customized to a client's specific business language to categorize feedback, identify pain points, and track sentiment. Key features include customizable data labels, AI-generated summaries of ticket groups, and custom sentiment analysis models. The platform also enables automated workflows, such as routing support tickets based on issue type, and provides robust reporting capabilities to track metrics and analyze costs associated with customer issues. This allows companies to make more informed, data-driven decisions to improve their products and services.

Keywords: customer feedback analysis, AI-powered insights, voice of the customer, sentiment analysis, customer intelligence, data analysis, text analytics, customer experience management, product feedback, support ticket analysis