Customer conversations

For CX and marketing teams. Learn what customers ask, what stops them buying, and what goes wrong after they buy.

Every text conversation between your customers and LiveRecover agents is a source of feedback. VYG reads these conversations and groups what customers say into insights, so you can see patterns without reading every message.

What customers are telling you

Insights come in three kinds:

Kind	What it covers
Blockers	Why shoppers hesitated or did not finish checking out.
Post-purchase	Problems and questions after an order, like delivery or returns.
Product	Questions about the products themselves.

Each insight also has a topic: checkout, comparison, discount, exchanges, price, returns, shipping or specifications.

Try asking:

"What are the top reasons shoppers didn't finish checkout?"
"What are customers asking about shipping?"
"What product questions come up most often?"
"What post-purchase problems are customers raising about returns and exchanges?"
"Summarise the top five insights for my team meeting, with one example conversation each."

Reading the conversations behind an insight

When an insight catches your eye, ask to see the conversations behind it.

"Show me the conversations behind the top shipping insight."
"Read me the full conversation with the customer who complained about sizing."

When you read a conversation, Claude shows the messages, the customer, what was in their cart, and whether it ended in an order.

Searching conversations by topic

You can search for conversations about anything, in your own words. VYG matches on meaning, not exact words, so "arrived broken" also finds "damaged in the post".

"Find conversations where customers mention a competitor."
"Find conversations about the discount code not working."
"Find conversations where customers asked about ingredients or allergies."
"Show me the latest 10 conversations."

Turning feedback into action

Fix the site. "Which product questions come up again and again? Draft FAQ answers for each."
Improve messages. "Based on the checkout blockers, what should our abandoned cart message say?" Then see Drafting campaigns.
Brief the team. "Write a one-page summary of the main customer feedback themes for the product team."
Follow up with someone. "Look up this customer's orders and subscriptions so I can reply to them properly." See Understanding your customers.

Tips

Insights can include older conversations. Use performance reports for a specific date range.
For exact timing, ask "When was each message actually sent?"
Conversations contain personal details. Share quotes, not names and phone numbers, when you report to wider teams.