Customers tell you what is broken every day. Vera makes sure the business hears it.
Vera connects calls, tickets, CRM and feedback into one view of recurring friction. You see where the journey breaks, the evidence behind it and which team needs to act next.
Your weekly CX brief is ready. One billing issue is now appearing across three journey stages.
- Billing journey · weekly CX brief
- Customers cannot match the new invoice labels to their plan
- Repeat contacts cluster after a ticket moves from support to finance
- The largest friction sits between invoice receipt and payment confirmation
- One decision is needed from Product and Operations before Friday
Sources- Support
- CRM
- Calls
- #voice-of-customer
Show me the customer moments by journey stage and draft an agenda for Product and Operations. Do not send it.
- Open brief
- Show moments
- Open agenda
Trusted by
A day with Vera
Listen. Understand. Improve.
Customer signals arrive in different systems and at different moments. Vera connects them before the review, finds the evidence while you work and records the actions after a decision is made.
- 1Listen
Customer voice, one brief
Calls, tickets, survey comments and CRM context are grouped into recurring themes, affected segments and journey stages, with every observation linked to its source. All ready for the CX brief.
You skip:4 dashboards + call queue
- 2Understand
From score to reason
Ask what changed, where effort appears and which customers are affected. Vera returns representative moments and the surrounding context instead of an unexplained trend line.
You skip:Evidence search mid-meeting
- 3Improve
Every decision has an owner
The issue, customer impact, owner, due date and follow-up are drafted from the review and wait for approval before anything is saved or sent. Nothing changes in a system before the required approval.
You skip:Chasing the same action next week
What actually changes
The same customer signals,without the blind spots.
| Task | On your own | With Vera |
|---|---|---|
| Finding the most common customer friction. | Sample tickets, scan survey comments and ask team leads what they noticed. | Themes grouped across channels and journey stages, with representative source moments. |
| Explaining a CSAT drop or rise in escalations. | Compare dashboards, cases and reconstruct what changed after the score moved. | The change connected to topics, segments and interactions, ready for validation. |
| Preparing the weekly CX review. | Collect slides from Support, Product and Operations, then reconcile overlapping issues. | One decision-led agenda with impact, owner and evidence assembled before the meeting. |
| Tracing a repeat-contact journey. | Open the ticket history, call recordings and CRM record in separate tools. | A chronological journey showing each handoff, promise and gap, linked to the originals. |
| Sharing Customer with Operations. | Paste a handful of quotes into a deck and explain why they represent a pattern. | A sourced theme brief with affected journeys and examples, ready for cross-team review. |
| Following up on an agreed improvement. | Check the tracker, message each owner and rebuild the customer impact update. | Owners and customer signals compared with the decision, no auto-send. |
- Task
- Finding the most common customer friction.
- On your own
- Sample tickets, scan survey comments and ask team leads what they noticed.
- With Vera
- Themes grouped across channels and journey stages, with representative source moments.
- Task
- Explaining a CSAT drop or rise in escalations.
- On your own
- Compare dashboards, cases and reconstruct what changed after the score moved.
- With Vera
- The change connected to topics, segments and interactions, ready for validation.
- Task
- Preparing the weekly CX review.
- On your own
- Collect slides from Support, Product and Operations, then reconcile overlapping issues.
- With Vera
- One decision-led agenda with impact, owner and evidence assembled before the meeting.
Show More
- Task
- Tracing a repeat-contact journey.
- On your own
- Open the ticket history, call recordings and CRM record in separate tools.
- With Vera
- A chronological journey showing each handoff, promise and gap, linked to the originals.
- Task
- Sharing Customer with Operations.
- On your own
- Paste a handful of quotes into a deck and explain why they represent a pattern.
- With Vera
- A sourced theme brief with affected journeys and examples, ready for cross-team review.
- Task
- Following up on an agreed improvement.
- On your own
- Check the tracker, message each owner and rebuild the customer impact update.
- With Vera
- Owners and customer signals compared with the decision, no auto-send.
Ask, and see the evidence
Four questions that turn customer signals into action.
Ask Vera the way you would ask a CX analyst. She returns the pattern, the customer moments behind it and a safe next step for your review.
@VeraWhat changed in customer complaints this week?
Billing questions became the leading new theme after the invoice layout changed. The pattern appears in calls, tickets and chat, mainly between invoice receipt and payment confirmation. I grouped the source moments by journey stage and prepared a short brief.
A pattern, not a sample
@VeraWhy are customers contacting us twice about invoices?
The first response explains the charge but does not confirm who owns corrections. Customers return after the ticket moves to Finance without a visible deadline. I linked the handoff moments and drafted a proposed ownership rule. Nothing has been changed.
Root cause tied to the journey
@VeraShow me the moments causing the most effort during onboarding.
Customers repeat company details when the handoff moves from Sales to Implementation, then search for the same access instructions in two emails. I selected representative moments from both segments and mapped them to the onboarding stages.
Evidence ready for redesign
@VeraPrepare a CX review with only issues that need a cross-team decision.
The agenda contains three issues spanning Product, Support and Operations. Each has the affected journey stage, customer impact, source moments, proposed owner and the decision needed. The draft is ready in your Drive and has not been shared.
Decision-ready, still under your control
She lives where you already are.
Vera answers in the window you already have open, and reaches into the systems your team already runs. Nothing to install, no second app, no extra login to remember.
- HubSpot
- Salesforce
- Tidio
- Microsoft Teams
- Zoom
- Google Meet
- Slack
- Gmail
- Google Drive
- Notion
- Microsoft Copilot
Nothing new to learn. That is the point.
0
New tools, logins or tabs to learn.
1
Approval instead of six fields.
100%
Answers with a visible source.
Straight answers
What CX managersask first.
Five questions that come up when customer experience teams connect Vera to conversations, tickets, CRM and feedback.
Does Vera replace surveys or our CX platform?
No. Surveys and CX platforms still measure the moments you designed them to measure. Vera adds the reasons customers express in authorised calls, tickets, messages and CRM records, then links every observation back to the source.
Does Vera score or rank individual agents?
Vera does not create a hidden employee ranking. She surfaces observable patterns and representative interactions from authorised data. Your managers decide what those moments mean and how they should be used in quality or coaching processes.
Which channels and data can Vera analyse?
Only the sources you connect and authorise, such as calls, chat, email, tickets, CRM records, documents and selected team channels. Existing permissions continue to determine what each person can see.
Can Vera update a ticket or contact a customer on her own?
Reading, analysis and drafting can run within the rules you configure. Changes to records and customer-facing messages follow your approval policy, and every consequential action is logged.
How are customer data and permissions protected?
Vera follows access rights from connected systems and does not expand a user’s visibility through an answer. Sources remain visible, actions are auditable, data is processed on VoiceLab infrastructure in the EU, and on-premises deployment is available for regulated environments.