What is Kimola?

Kimola is an AI platform that turns customer feedback into enterprise-grade market research. It analyzes reviews, survey responses, support conversations and social discussions the way a research team would.

Kimola structures every piece of customer feedback into themes, sentiment and research Dimensions such as motivations, pain points, unmet needs and personas. Signals show where patterns differ across segments and over time, and Action Plans test hypotheses against the evidence before turning them into recommendations. The result is research that decision-makers can act on, built from customer feedback.

What Do I Analyze?

If your organization already collects customer feedback, such as survey answers, support tickets, call center transcripts or social media discussions, you can analyze it in Kimola. Upload one .xls, .xlsx, .csv or .tsv file of up to 30 MB, or connect Zendesk, Intercom or Google Sheets to read the data directly. If your file has additional columns, Kimola reads each column’s name and values to understand how it relates to the feedback, and uses it to enrich the report. This way, you can combine the attributes you already have, such as region, product or customer segment, with Kimola’s classifications. See Create a Report by Uploading a Custom Dataset and What are Integrations?

If you don’t have customer feedback of your own yet, or you want to study a competitor, Kimola can collect it for you. Paste a link to a product or business page on a supported platform, such as Amazon, Google Business, Trustpilot, Google Play or the App Store, and Kimola collects and analyzes the feedback on that page. You can also track keywords to collect conversations around a brand, product or topic. See Create a Report by Adding Links.

Kimola analyzes customer feedback written in 30+ languages.

How Do I Use Kimola?

Organizations use Kimola to understand their own customers, their competitors or an entire market.

Small and medium-sized businesses can subscribe to one of Kimola’s online plans and get started right away. The interface is designed to be intuitive, and the Support Center covers every feature in detail. Thousands of teams in more than 90 countries use Kimola this way, for one-off studies as well as ongoing research.

For enterprises, Kimola serves as an organization-wide insight hub, enabling every team to work from a common insight language. Enterprise accounts are set up together with a dedicated Account Manager. Feedback is classified with the organization’s own custom Models, organized into Spaces by department, brand or customer segment, and tracked against NPS with goals set for each area. When an analysis reveals an issue, teams can turn it into a Task, sync it with Jira and measure its impact in Kimola: after a task is closed, Kimola re-measures the feedback on that topic two and four weeks later. Executive summary screens give leadership a single view of what customers are saying across the organization.

Most teams use Kimola in the cloud, with nothing to install. Organizations that need to keep their data in-house can run Kimola On-Premises inside their own infrastructure, under a license. Customer feedback, analysis results and the AI models that produce them all stay within the organization’s environment, and no data is sent to external AI services. This lets organizations with strict data protection or regulatory requirements use Kimola without moving customer data outside. Some features differ between the two versions. See What is Kimola On-Premises? and Features Available in Kimola On-Premises.

How is Kimola Different?

Classifying topics is only the first step in Kimola. It asks every comment research questions, analyzes how the answers relate to each other, and turns the findings that hold up into actions.

Themes come from your data, without predefined categories. When your teams need a shared language for insights, you can create a custom Model so every analysis in your organization uses the same themes.

Kimola covers the full research needs of large organizations on one platform. The same platform lets those organizations run small, quick studies, and gives smaller teams research at enterprise depth.

Who Uses Kimola?

Research, insights, product, marketing, customer experience and HR teams use Kimola, from startups to global brands, and each team uses it to answer different questions.

Research and insights teams run market and consumer studies from reviews, social conversations and open-ended survey responses, using Dimensions to explore motivations, unmet needs and personas. Product teams analyze app store reviews, support tickets and user feedback to decide what to fix and what to build next, and to see how a release was received. Marketing teams study how customers perceive their brand and competitors on social media, while e-commerce and category teams turn marketplace reviews into research on their own products and their competitors’.

Customer experience teams track call center conversations, support chats and NPS comments over time to understand why customers get in touch and what drives satisfaction. HR teams analyze employee feedback to understand engagement and workplace issues.