Customer insights platform that collects the why
A customer insights platform should tell you why customers behave the way they do, not only what they did. Moderators does that by sending an AI moderator to interview your customers by chat or voice, then returning themes backed by their own quotes. You supply the question and the link, and the evidence arrives the same week.
Here is the idea. What is your first reaction?
Useful, but I would not pay for it on its own.
What would make it worth paying for?
If it filled in the weekly numbers for me.
Quote from the interview
“Nothing told me if I had done it right.”
What is missing from most customer data?
Analytics tells you that a cohort stopped renewing. Surveys tell you that 40 people ticked "too expensive." Neither tells you what "too expensive" meant: a budget freeze, a missing feature that made the price feel high, or a competitor who offered a trial. That layer lives only in conversation.
Why are conversations rare?
Interviews are slow. A researcher books, hosts, transcribes and tags each one. Most teams therefore run a handful per quarter and make the rest of their decisions on instinct. A platform that removes the booking and the tagging changes how often you ask.
What do you actually do?
You write what you want to learn and who you are talking to. Moderators prepares a guide. You share a single link with a segment of your customers, for example people who canceled in the last sixty days. Each person has their own conversation with the AI moderator, which follows up on what they say. When enough have answered, you open the findings.
What do the findings look like?
Themes are listed with how many conversations touched them and the verbatim quotes that support each one. Every quote traces back to a full transcript. That makes the output safe to forward to a colleague who was not part of the study, since they can check the words themselves.
- Churn reasons, grouped by what customers said rather than by a dropdown you wrote.
- Language customers use for your product, useful for messaging and onboarding.
- Unmet needs that appear in more than one conversation.
Can findings accumulate over time?
The Scale plan adds a findings repository, so results from one study stay searchable when the next one starts. A product manager can ask whether anyone has already heard customers describe the reporting problem before commissioning a new study. Studies stop being one-off documents that disappear into a shared drive.
What about connecting to other tools?
The Scale plan includes an API for pulling findings into your own systems. Moderators does not claim ready-made connections beyond that, so plan around the API if you need data to move.
Which teams get the most from it?
Product teams deciding what to build next, insights teams that need steady qualitative input, and founders who cannot afford a research hire yet. Because participants are your own customers, you are hearing from people who know your product, not from a panel being paid to answer. If you want the mechanics, read how it works.
What does a customer insights program cost?
Annual billing is the default and takes 50% off. There is no free plan, and a used limit does not return within the period.
- Starter: $99/month, $49.50/month billed annually. 100 chat interviews, 120 voice minutes, 1 seat.
- Team: $249/month, $124.50/month billed annually. 400 chat interviews, 300 voice minutes, 5 seats, custom-branded link.
- Scale: $599/month, $299.50/month billed annually. 1,000 chat interviews, 750 voice minutes, 15 seats, findings repository, API.
- Enterprise: $1,499/month, $749.50/month billed annually. 2,500 chat interviews, 1,800 voice minutes, SSO, roles, SLA, invoices, data retention controls.
At the Scale limit, $599 divided by 1,000 chat interviews is about 60 cents per interview before the annual discount. Details are on the pricing page.
Ask your customers a real question this week
Type what you want to learn on the home page and watch a short text interview run. Then send the same kind of link to your customers.