Conversational Insights

Bespoke, Human-Led Listening

What it is:

  • Tracks what customers are saying in your owned communities and the wider social web (including Reddit)
  • Quantifies unique voices (not just mentions or volume spikes)
  • Adds longitudinal context so you see trends
  • Delivers clear, actionable recommendations for Product, Marketing and Community teams

Is This You?

This service is built for organisations who:

  • Want a continuous read on customer sentiment beyond surveys and NPS
  • Need to see issues and opportunities early, especially around launches
  • Operate globally and need multi-language, multi-region insights with local context
  • Already use tools like Sprinklr, Meltwater, or Brandwatch but want humans to turn data into decisions

A Community Insights Service May Include

01

Weekly Signal Check

A fast, human read on what your most influential members and leaders are saying:

  • Early warning on brewing issues
  • Early proof on what’s landing well
  • Short, sharp summaries your execs will actually read
02

Monthly Regional Insights (multi-language)

Structured reporting across your priority markets (up to 14 languages):

  • Local nuances, policy changes and feature reactions “on the ground”
  • Regional comparisons: where things are heating up or cooling down
  • What each region needs from Product, Marketing or Support next
03

Quarterly Pain Points & Opportunities

A concise, prioritised view mapped to your roadmap pillars:

  • Top customer pain points and where they show up (forum, Discord, Reddit, social, in-app etc.)
  • Quick wins: education, comms tweaks and UX micro-improvements
  • Larger opportunities for product development and positioning
04

Launch & Crisis Reads

Clear guidance on what to say, where, and in what order. Rapid feedback loops when it matters most:

  • Feature launches, pricing changes, policy updates, migrations
  • Incidents or crises where trust is at risk

 

05

Stakeholder-tiered Reports

The right view for each audience:

  • Executive snapshots for direction and risk
  • Regional and functional views for Product, Marketing & Support
  • A community manager layer that translates insights into concrete tasks

Why it works

  • Human + AI – Senior analysts and community managers who know your history, supported by AI for speed and scale.
  • Unique-voices quant – We de-duplicate chatter so 16 people in a 400-comment thread count as 16, not 400.
  • Community-native Run by people who’ve managed communities, not just watched them. We understand norms, motivations and influence.
  • Global by design – Multi-lingual coverage with local context, not just translation.
  • Tool-agnostic – We’re familiar with Sprinklr and can plug into your existing stack rather than replacing it.

Multi-Channel, Rich Insight

Where we Listen

We use a layered approach so you see the whole picture, not just one channel:

  • Primary: community leaders, HEMs, Super Users, moderators, advisory boards
  • Secondary: owned forums, brand communities, Discord, in-app spaces
  • Tertiary: the wider social web – Reddit, X, Facebook groups, review sites and more
Listening image

Some examples of when insight has driven action for our clients…

A global consumer platform launched a seasonal release that users nicknamed the “summer drop”, not the official feature name. By aligning search terms and tags across Reddit and owned spaces to match community language, we picked up sentiment drivers weeks earlier and guided more effective launch comms and FAQs.
Global Consumer Platform
Regional community leaders wanted more autonomy to run engaging posts but weren’t sure what “good” looked like. We provided simple creative toolkits and best-practice guides. Engagement quality and consistency improved, and the central team could spotlight more user-generated content without increasing production overhead.
Regional Community Leaders

Book a free consultation

Our team is ready and waiting to talk to you about your community project. Click below to get in touch.