For Customer Success & Support
Rumlin extracts root-cause themes from up to 100% of your CS and support calls, ranks them by how often they come up, and gives Support Ops and CS leaders a weekly read on what customers are actually saying.
By the time CSAT shows up in a dashboard, the cause already happened on calls your team did not have time to listen to. Managers review a thin slice, take notes, and extrapolate from a handful of conversations. The patterns that explain a score change stay invisible until they turn into churn or an escalation.
Manual review is a sensible approach, the problem is the size of the sample. A few calls a week per agent cannot tell you whether a billing question is a one-off or the third most common reason customers are calling in. Different reviewers score the same call differently, standards drift, and coverage is sporadic. You end up reacting to symptoms rather than fixing causes.
Tickets help, but they capture what customers write down after the fact. The frustration, the repeat-contact signals, and the exact language sit in the recording. That is the layer Rumlin reads for you.
Rumlin transcribes and analyses as much of your call volume as you choose, applies the same criteria to every call, and turns the result into themes your team can act on.
Theme extraction across up to 100% of support and CS calls, a far larger and more consistent sample than manual review can reach.
Know the top recurring issues before they become escalations or churn.
Give product and ops a weekly brief built on real customer language, not anecdotes.
Reduce repeat contacts by fixing the root causes instead of the symptoms.
Trace a score change back to the two or three themes driving it, with the customer language to back it up.
See which issues bring the same customers back, week over week, ranked by volume.
Score calls against consistent criteria and focus coaching where it will move the metric.
Turn a week of calls into a short, repeatable brief without anyone listening through them.
Upload recordings directly or automate the flow with Zapier. Choose how much of your volume to analyse.
Each call is transcribed and scored against your criteria, then recurring themes are grouped and ranked by frequency.
Most teams see their first theme summary within 48 hours, then a repeatable weekly view of what is changing.
Cut the hours your team spends listening to calls, push your QA sample far past what manual review reaches, and keep scoring consistent across agents, shifts, and reviewers.
Get ahead of churn by seeing the themes behind a CSAT dip while you can still act, and bring product and ops a clear, evidence-backed view of what to fix.
Rumlin transcribes each call and uses AI to cluster recurring topics, phrases, and patterns across as much of your call volume as you choose to analyse, which is a far larger and more consistent sample than manual review can reach. Themes are ranked by frequency so you immediately see what customers are talking about most.
Yes. CSAT decline usually has two or three root causes buried in call content. Rumlin surfaces those themes so your team can brief product and ops on what to fix rather than guessing.
Tickets capture what customers write, not what they say. Call content often carries more nuance, frustration signals, and repeat contact indicators than the ticket text alone.
Not for initial setup. Recordings can be uploaded directly. Native integrations with common telephony and helpdesk platforms are on the roadmap.
Teams with 15 or more agents or CSMs typically generate enough call volume for meaningful pattern detection. Below 10 agents, the data signal is thinner.
Call data is processed and stored securely. Rumlin does not use customer call content to train AI models. See the privacy policy for full details.
Get a live walkthrough focused on CS and Support Ops: theme extraction, CSAT root cause, and weekly briefing workflows.