Eclipse AI

Eclipse AI is a sophisticated, AI-powered customer feedback analytics platform specifically engineered to help multi-location businesses and franchises transform scattered customer feedback into actionable, data-driven insights. Founded in 2021 by former CX management consultants, the platform addresses the critical challenge of consolidating and analyzing voice-of-customer (VoC) data from a multitude of channels, including online reviews, surveys, support tickets, chat logs, and even audio/video calls. By unifying this data into a single, centralized hub, Eclipse AI eliminates data silos and the tedious manual work associated with traditional feedback analysis. The platform leverages generative AI to automatically identify key trends, customer pain points, and growth opportunities, enabling teams across marketing, operations, and training to make informed decisions that enhance brand consistency, improve customer experience (CX), and boost customer loyalty and retention across all locations.

How to use Eclipse AI

Getting started with Eclipse AI is designed to be a seamless process, allowing businesses to quickly derive value from their customer data. Here's a typical workflow:

1. Sign Up & Onboarding: Begin by signing up for a 30-day free trial of the Professional plan, with no credit card required. New users are paired with a dedicated onboarding specialist for the first 30 days to ensure a smooth setup and alignment of goals.
2. Unify Your Data Sources: Connect all your feedback channels. This can be done by integrating with social media and third-party review sites, setting up surveys directly within the platform, or using the CSV importer or API for custom data sources. The platform can also process audio and video call data by transcribing and analyzing them.
3. Analyze with AI Dashboards: Once data is consolidated, Eclipse AI's powerful, customizable dashboards come to life. You can visualize trends from reviews, surveys, and calls in real-time. The AI automatically generates actionable insights, performing sentiment analysis on free-text and summarizing calls.
4. Chat with Your Data: For more specific queries, use the intuitive conversational interface. Ask direct questions about your customer data, such as "What are the most common complaints in our New York stores this month?" to receive instant, real-time answers and uncover hidden trends.
5. Take Action and Track KPIs: Use the insights to inform business strategy, improve operations, and refine marketing campaigns. The platform helps link feedback directly to key performance indicators (KPIs), allowing you to measure the impact of your changes on CX metrics, customer churn, and profitability.

Core Features of Eclipse AI

• Unified Customer Data Platform: Consolidates feedback from all touchpoints (surveys, online reviews, social media, audio/video calls, Zendesk tickets) into one centralized location for a 360° customer view.
• Generative AI-Powered Insights: Automatically analyzes vast amounts of qualitative and quantitative data to deliver real-time, actionable insights, identify emerging trends, and highlight customer pain points and opportunities.
• Conversational Data Analysis: An intuitive chat interface allows users to ask natural language questions about their data and receive immediate, insightful answers.
• Customizable Dashboards: Provides powerful, easy-to-understand dashboards for surveys, reviews, and calls, enabling confident, data-driven decision-making.
• Sentiment & Text Analysis: Goes beyond simple ratings to analyze the sentiment and context of free-text feedback from reviews and surveys.
• Audio & Video Call Analysis: Transcribes and analyzes call recordings, generating AI-powered summaries to extract key information without manual listening.
• Seamless Integrations: Offers integrations with platforms like Zendesk, a flexible CSV importer, and full API access for connecting with any data source.
• OSINT Capabilities: For enterprise users, it offers Open-Source Intelligence (OSINT) features to gather, fuse, and visualize data from public sources, uncovering relationships and deeper insights.

Use Cases for Eclipse AI

Eclipse AI is particularly valuable for organizations managing multiple locations or franchises, where maintaining brand consistency and a high-quality customer experience is paramount.

• Franchise & Multi-Location Management: A Chief Marketing Officer for a franchise with 130+ locations uses Eclipse AI to unify customer review data, generating insights for marketing, operations, and training teams to ensure brand consistency.
• Customer Experience (CX) Improvement: Teams use the platform to identify specific pain points across different locations or channels, leading to targeted improvements. Users report up to a 60% improvement in CX metrics.
• Operational Efficiency: By automating data analysis, companies save over 20 hours per month of manual work, freeing up teams to focus on strategic initiatives rather than data consolidation.
• Churn Reduction: By proactively identifying and addressing customer issues, businesses can significantly reduce customer churn, with users reporting an average drop of 45%.
• Marketing & Product Strategy: Insights from customer feedback can directly inform marketing campaigns and product development, ensuring they align with customer needs and desires.

Advantages of Eclipse AI

Compared to manual methods or fragmented tools, Eclipse AI offers a distinct competitive advantage.

• From Siloed to Unified: It transforms scattered, hard-to-consolidate feedback into a single, clear, and comprehensive view of the customer.
• Speed and Agility: AI-driven analysis replaces slow, manual processes, enabling rapid decision-making based on real-time insights.
• Actionable Intelligence: The platform doesn't just present data; it generates concrete, actionable recommendations linked directly to business KPIs.
• Predictive Insights: By understanding the drivers of customer behavior, businesses can move from a reactive to a proactive stance, anticipating needs and preventing issues.
• Proven ROI: Customers achieve measurable results within a year, including significant time savings, improved CX metrics, and reduced customer churn.
• Tailored for Multi-Location Businesses: The platform is specifically designed to handle the complexities of managing customer feedback across a network of locations.

Pricing and Plans

Eclipse AI offers a flexible, tiered pricing structure to suit businesses of different sizes, with a 30% discount for annual billing.

• Forever Free: $0/month. Includes 1 user, 1 review site connection, and the ability to view the latest 500 survey responses. A great starting point for small businesses.
• Basic Plan: $120/month (billed annually). Includes 3 users, 3 data source connections, analysis of up to 200 audio/video calls per month, and unlimited survey responses.
• Professional Plan: $199/month (billed annually). The most popular plan, available for a 30-day free trial. Includes 5 users, 6 connections, unlimited CSV uploads, full API access, and AI insights from all sources.
• Enterprise Package: Custom pricing. Designed for large organizations, this package includes all Professional features plus hands-on consulting support, custom integrations, and advanced capabilities like OSINT.

All plans include customizable dashboards and unlimited survey creation. Onboarding is free and includes support from a dedicated specialist for the first 30 days on the Professional trial.