BuildBetter isn’t limited to just call recordings. Import and analyze text-based feedback from surveys, support tickets, chat conversations, and more to get a complete picture of your customer’s voice across all channels.

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Understanding Text Data Sources

Text data complements your call recordings by capturing feedback from channels where customers communicate in writing:

Survey Responses

NPS surveys, customer satisfaction forms, product feedback questionnaires

Support Tickets

Help desk tickets, bug reports, feature requests from support systems

Chat Conversations

Live chat transcripts, support conversations, Slack discussions

Reviews & Feedback

Product reviews, app store feedback, social media mentions

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Import Methods

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CSV Upload

The most flexible way to import any text data:
1

Prepare Your CSV

Structure your data with columns for:
  • Feedback content (required)
  • Customer identifier (email, name, or ID)
  • Timestamp (when feedback was provided)
  • Metadata (any additional context)
2

Upload File

  1. Navigate to Feedback section
  2. Click Upload CSV
  3. Drag and drop or select your file
  4. Monitor upload progress
3

Field Classification

BuildBetter’s AI automatically classifies your columns:
  • Content: The actual feedback text
  • Identity: Who provided the feedback
  • Identifier: Unique IDs or reference numbers
  • Metadata: Additional context fields
  • Timestamp: Date/time information
4

Processing

Once uploaded, BuildBetter:
  • Extracts signals from the text
  • Analyzes sentiment and severity
  • Identifies topics and themes
  • Links to existing people/companies
CSV files can contain thousands of feedback entries. BuildBetter processes them in the background, so you can continue working while import completes.

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Platform Integrations

Connect your existing tools for automatic feedback import:
Zendesk
  • Import support tickets automatically
  • Sync ticket fields and custom properties
  • Track resolution and satisfaction
Intercom
  • Real-time conversation sync
  • Historical data import (6 months)
  • Customer identity mapping
Kustomer
  • Full conversation history
  • Customer timeline integration
  • Custom attribute sync

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CSV Format Guidelines

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Required Structure

Your CSV should include at minimum:
  • A text column containing the feedback
  • Headers in the first row

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Example CSV Format

email,feedback,date,category,nps_score
john@example.com,"The onboarding process was confusing",2024-01-15,onboarding,3
jane@company.com,"Love the new features!",2024-01-16,features,9

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Working with Imported Feedback

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Viewing Feedback Sources

Once imported, manage your feedback sources:

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AI Processing

BuildBetter automatically extracts rich insights from text feedback: Extracted Properties:
  • Sentiment: Emotional tone from very negative to very positive
  • Severity: Urgency or importance of the feedback
  • Topics: Key themes discussed
  • Keywords: Important terms mentioned
  • Type: Classification (bug, feature request, complaint, etc.)
  • Emotions: Detected emotional states
  • Business Impact: Revenue, adoption, satisfaction implications
The same AI that analyzes your call recordings processes text feedback, ensuring consistent insight extraction across all data sources.

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Best Practices

Clean your data first: Remove duplicates and fix formatting issues before importing
Include timestamps: Date information helps track trends over time
Map to customers: Include emails or IDs to link feedback to customer profiles
Use consistent categories: Standardize category names across imports
Regular imports: Set up automated imports for continuous feedback analysis

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Common Use Cases

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Product Feedback Analysis

  1. Export NPS survey responses to CSV
  2. Import into BuildBetter
  3. Analyze sentiment trends by feature area
  4. Identify top feature requests
  5. Track satisfaction over time

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Support Ticket Mining

  1. Connect Zendesk or Intercom
  2. Auto-import support conversations
  3. Identify recurring issues
  4. Track resolution sentiment
  5. Generate bug priority reports

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Voice of Customer Programs

  1. Aggregate feedback from multiple sources
  2. Combine with call recording insights
  3. Create comprehensive customer reports
  4. Track feedback themes quarterly
  5. Measure impact of changes

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Internal Feedback Loops

  1. Import Slack conversations about customer issues
  2. Analyze internal discussions
  3. Identify process improvements
  4. Track team sentiment
  5. Align internal and external perspectives

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Integration Setup

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Connecting Platforms

1

Navigate to Settings

Go to Settings → Integrations
2

Select Platform

Choose your feedback platform (Zendesk, Intercom, etc.)
3

Authenticate

Follow OAuth flow or enter API credentials
4

Configure Import

  • Select data types to import
  • Set historical import range
  • Map custom fields
  • Enable real-time sync

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Managing Integrations

  • View sync status: Check last import time and record counts
  • Pause/resume: Control data flow as needed
  • Update mappings: Adjust field mappings over time
  • Remove connection: Disconnect while preserving imported data

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Data Privacy

Important Privacy Considerations:
  • Ensure you have permission to analyze customer feedback
  • Remove any PII before importing if required by policy
  • Imported data follows workspace privacy settings
  • Deleted sources remove the data permanently
  • Check compliance requirements for your industry

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Limitations

Current Limitations:
  • CSV files must be under 100MB
  • Maximum 100,000 records per import
  • Text fields limited to 10,000 characters
  • Some special characters may require escaping
  • Real-time sync available for select platforms only

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Export and Analysis

Once imported, leverage BuildBetter’s full analysis suite:
  • Generate reports combining text and call data
  • Export enriched signals to CSV
  • Create documents from feedback themes
  • Build workflows triggered by feedback patterns
  • Share insights across your organization
Text data imports complement your call recordings, providing a 360-degree view of customer sentiment across all communication channels.
Transform scattered feedback into actionable insights by bringing all your text-based customer communications into BuildBetter’s unified analysis platform.