From cart to delivery, understand every pain point to take action
In e-commerce, every link in the chain (catalog, payment, delivery, customer service) can make or break an experience. Glanceable centralizes your reviews, surveys, and conversations into an expert VoC AI that transforms noise into measurable action priorities.
Industrialize analysis
Tens of thousands of verbatims processed without manual intervention.
Anticipate pain points
Detect weak signals before they become complaints.
Spread throughout the organization
CX, supply, marketing, product, customer success: each has its own perspective.
Why e-commerce players choose Glanceable
Industrialized analysis of tens of thousands of verbatims
Product reviews, post-delivery surveys, marketplace reviews, chat, customer service tickets: an e-commerce player generates tens of thousands of verbatims per month. A volume comparable to that encountered by telecom operators. Glanceable processes this large-scale, continuous flow without manual analysis.
Anticipating pain points before they become complaints
NPS and complaint rates reflect an already established situation. Our AI detects weak signals before they become complaints, by cross-referencing verbatims and order metadata. Your teams intervene with at-risk sellers and carriers as early as D+1.
Spreading the Voice of the Customer throughout the organization
E-commerce involves CX, supply, marketing, product, and customer success. Glanceable equips each contributing team with its own dashboards and alerts, accessible from the interface or from the AI assistants already used by your teams.
Glanceable in action in e-commerce
End-to-end mapping of your customer journeys
Visualize the complete journey of your customer conversations: contact reason, identified root cause, proposed resolution, final outcome. At a glance, identify the paths that lead to resolution and those that escalate into complaints.
Automatic thematic analysis across all your channels
Our proprietary AI automatically identifies pain points emerging from your reviews, surveys, and customer service conversations. Delivery, product quality, payment, returns: visualize the share of each pain point and its impact on your NPS, by category, carrier, or seller.
Action plans distributed to the right teams
Glanceable transforms your pain points into assigned tasks, prioritized by business impact. Supply, product, marketing, and CX teams each access their own Kanban, track their action plans, and measure their impact on key metrics.
Fnac Darty: Complaints reduced by 75% and marketplace NPS doubled!
The challenge
Fnac Darty operates one of France's largest e-commerce marketplaces, where the brand doesn't handle packages but owns the customer experience. Before Glanceable, 600,000 monthly conversations between customers, merchants, and the call center remained untapped. Critical signals (phantom sellers, non-compliance with guarantees) were invisible until they escalated into complaints.
The solution
By centralizing verbatims and conversations in Glanceable, the brand shifted from a reactive to a proactive approach. Each partner seller is now managed based on qualified signals cross-referenced with order metadata.
The results
Marketplace NPS doubled
Complaints reduced by 75%
600,000 conversations analyzed every month
Since 2020, we have been building the most accurate VoC AI in the European market. Our platform is deployed with major accounts in sectors where reliability, compliance, and speed of execution are non-negotiable.
+100M
of customer feedback analyzed
< 1 month
average deployment
+3 years
of R&D on our proprietary VoC AI
+20
countries covered
Quantitative data alone is incomplete: a good NPS can hide unacceptable behaviors, and a high complaint rate can mask a merchant who handled the situation well. Glanceable reveals what KPIs don't tell you.
x2
2x Marketplace NPS
Designed for
business requirements
Glanceable is hosted in Europe on Google Cloud. GDPR compliance is native, and classification traceability is auditable. Multilingual coverage is natively integrated for all European markets.
Glanceable for your industry
An expert VoC AI, tailored to your industry's specific challenges.
Stores, e-commerce, marketplace: a single customer view.
From cart to delivery, anticipate every pain point before it becomes a complaint.
NPS, Customer Service, catalog: manage market by market, multilingually.
A reliable, end-to-end auditable Voice of Customer, hosted in Europe.
Reduce call volume by addressing root causes, not symptoms.
Booking, stay, post-stay: detect invisible CSAT frictions.
Discover Glanceable for e-commerce
See how to shift from reacting to anticipating your customer signals.
Frequently asked questions
Yes. For example, our client Fnac Darty analyzes 600,000 customer-merchant conversations each month on the marketplace, without any sampling or arbitrary selection. The AI processes all data streams and ensures a consistent classification framework over time.
AI analyzes customer-seller conversations and automatically detects risk signals such as deviant behavior, fraud mentions, misidentified refurbished sellers, and customer tensions. This detection relies on Flow, our AI agent framework dedicated to critical use cases. For Fnac Darty, this means automated surveillance for 10,000 marketplace sellers, with 2,500 active daily. The concrete result: 70 man-days of manual analysis avoided each year.
Yes. Each team accesses its own business impact-weighted action plan, complete with its specific indicators and pain points. Supply sees logistical challenges, Marketing identifies purchase funnel frictions, and Customer Success understands the reasons for complaints. Instead of a shared dashboard, each team receives insights relevant to their specific responsibilities.
Yes, through Radar, our automatic detection module. Whether it's a spike in mentions on a topic, NPS or CSAT degradation in a segment, or an emerging irritation not covered by your taxonomy, an alert is sent directly to Slack or by email, accompanied by a contextualized action proposal. You address the root cause before it impacts customer service.