Alchemer Launches Iris, a Customer Feedback Platform

Alchemer has released Alchemer Iris, its customer feedback and intelligence platform to turn feedback into action across surveys, reviews, reputation management, and other customer listening channels. Grounded in millions of customer responses, Iris uses purpose-built artificial intelligence to ask the next question, bring the answers into focus, and act on what it finds.

Combining feedback capabilities, AI, and workflow automation, Iris can respond to reviews, trigger follow-ups, surface insights, and move work into the systems teams already use, with users deciding where and how AI is applied.

"The organizations that win won't be the ones with the most feedback or the best dashboards; they'll be the ones that shorten the distance between hearing something and doing something about it," said Martin Mrugal, CEO of Alchemer, in a statement. "We built Iris to help organizations move from signal to action faster. Our purpose-built AI asks the next question, brings the answers into focus and can act on what it finds. Customers still decide what matters; Iris gets them there sooner."

Iris innovations include the following:

• Conversational Navigation: Customers can tell Iris what they want to accomplish in natural language. Iris guides them to the appropriate capabilities and next steps.
• AI Survey Builder: Users describe what they want to learn, and Iris creates a survey based on that objective with best practices built in.
• AI Removal Assistant: Iris identifies reviews that might violate Google content policies and helps customers prepare removal requests.
• Action and Workflow Automation: Iris connects customer insights to operational action, helping teams respond to reviews, initiate customer follow-ups, and move work between business systems.

"While Iris can automate the feedback-to-action cycle, our goal is to extend human expertise and supplement where needed," said Ryan Tamminga, chief customer officer of Alchemer, in a statement. "We can leverage our decades of experience and purpose-built AI to support research and CX experts as they build powerful feedback programs. And, our team of customer success managers and world-class support team will continue to be here when needed."