Features
Everything ClientClue does, from a file to the weekly report.
From file to findings
01
Message Import
CSV, Excel or pasted messages, columns matched for you
Drop in a CSV or Excel file, or paste messages one per line. Support tickets, cancellations, app-store reviews and other feedback all work. ClientClue matches each column by its header and shows you the match to confirm. It drops empty rows, duplicates, agent replies, auto-replies and greetings, and tells you how many before anything is read.
Your file
Read as
messageTextcreated_atDateratingRatingcustomer_refCustomer597 rows, 590 kept, 7 dropped
MTN Nigeria, public Google Play reviews
02
Detail Hiding
Names, phone and account numbers hidden before reading
Names, phone numbers, emails, account numbers, card numbers and ID numbers are replaced with labels such as [phone] before ClientClue AI reads a message. That covers BVN, the bank identity number every Nigerian account has, and NIN, the national identity number. ClientClue keeps only the hidden version of each message.
Hidden before reading
Hello [name], what is my offence you said my quick repayment will atract: (1) higher loan (2) low intrest, but my intrest is too high...
This file: 2 names hidden
OPay, public Google Play reviews
03
Issue Finder
Messages grouped by meaning, not keywords
ClientClue AI groups messages by what they mean, so “debited, not credited” and “money left but never arrived” become one issue. Each issue gets a plain name and sits under an area. Code does the counting, so every count is exact. You can rename an issue, merge two, or move a message.
Top issues, 590 messages
App lagging and slow response56Airtime and data balance not updating38App crashes or closes unexpectedly30MTN Nigeria, public Google Play reviews
04
Pidgin Reader
English, Pidgin, Hausa, Yoruba and Igbo, with an English line
ClientClue AI reads English, Pidgin, Hausa, Yoruba, Igbo and messages that mix them. It keeps the customer’s own words and puts a one-line English version beside them. Short slang and one-word reviews are read too. How well it reads each language is measured on labelled Nigerian examples, and the numbers are on the case studies page.
PidginOriginal
“u guys dey lie oo I swear”
EnglishI thought you were giving 50GB to new SIM registrations upon logging in, but you lied.
MTN Nigeria, public Google Play reviews
From findings to your team
05
Rising Alerts
New and growing problems, the week they start
Every week, ClientClue compares each issue with the 4 weeks before. An issue is Rising when it has at least 5 messages and at least 1.5 times the average of those 4 weeks. It is New this week when it has at least 5 messages and none in those 4 weeks. Every flag shows its numbers, so you can see why it was raised.
RisingApp crashes or closes unexpectedly9 this week, 5 a week before
Week 1Week 7MTN Nigeria, public Google Play reviews
06
Leaving Reasons
Why customers cancel, in their own words
A message where a customer says they are leaving, closing, uninstalling or moving to a rival is counted as Leaving. Each one gets a reason: price, product problem, service problem, money issue, moved to a rival, no longer needed or other. You see the count for each reason, with the customers’ own words beside it.
Why they leave, Week 14
Product problem3Service problem2Money issue1“very bad, customer service horrible 😞 especially orji branch. [another shop] is the best”
15 leaving messages in 15 weeks
Jumia, public Google Play reviews
07
Weekly Report
Checked quotes, PDF, share link and a WhatsApp summary, on the day you choose
One report a week, on the report day your team picks. A week runs for 7 days from that day, and its report arrives on the next report day. It holds the top issues, what is rising or new, why customers leave and how many messages are negative, neutral or positive. Every quote is checked word for word against the message it came from, and a quote that does not match is dropped. Download it as a PDF or CSV, share a link, or copy a summary for WhatsApp.
Weekly reportWeek 795 messages read, 69% negative
App crashes or closes unexpectedly9
“it keeps closing the app automatically anytime I tap on the MtnfiberX logo”
Checked word for word
MTN Nigeria, public Google Play reviews
08
Ask ClientClue
Questions answered from your own messages
Type a question about your own messages, such as which issue grew the most this week. Code works out the counts, and the answer shows them with the quotes behind them. ClientClue answers only from your messages, never from outside them.
What are customers complaining about most?
56 messages are about app lagging and slow response, then 38 about airtime and data balance not updating.
Counted from 590 messages
MTN Nigeria, public Google Play reviews