The latest from Brainfish


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February 2, 2024

Brainfish Themes: Understand your customers better at scale

Taking customer understanding to new heights with this week's major release, Brainfish Themes:

The introduction of Themes is the outcome of extensive feedback from our customer experience and support clients who put in significant efforts trying to analyse copious amounts of customer query data. This was a lengthy process, often taking several days or weeks, to identify key themes for business reporting and action plans.

Brainfish Themes leverages our signature AI to examine all customer queries over a month and aggregates them into the top ten key themes that customers inquire about.

In-depth Theme Insights:

Clicking on a specific theme offers a detailed view of the % of queries we were able to generate an answer for, the % of confidence we had in the relevance of your content to the customer's question.

We further break it down to show:
- The top three most-frequently shown articles
- The top five sub-themes

Additionally, you can see all of the searches and answers within a theme, and clicking on a sub-theme filters the list of searches by that sub-theme.

This new feature considerably simplifies the process of understanding patterns in customer inquiries, enabling you to address specific customer needs promptly and efficiently. With the power of Brainfish Themes, you're just a few clicks away from a more in-depth understanding of your customers!

January 26, 2024

Multi-region support for Zendesk import and Bug fixes

Ending the month with usability upgrades and bug fixes:

Brainfish now allows users to import content from multiple regions in Zendesk simultaneously, which now aligns with Brainfish's region segmentation functionality.

Bug Fixes

Continuing our pursuit of perfection, we've squashed several small UI bugs in both the Help Center and the Brainfish app. This should make the Brainfish experience even smoother for all users.

January 19, 2024

Info Text and 301 Redirects

Steering our innovation wheel towards providing greater functionality this week:

Brainfish now supports 301 redirects, ensuring a seamless transition for users migrating from Zendesk. The new feature can be configured from Advanced Settings under Help Center Settings. For non-Zendesk users, send the team a message at and we can set up whatever redirects you'd like. A snazzy interface for redirect configuration is coming soon.

Customisable Info Text

To help guide users in asking more comprehensive questions, we've introduced customisable info text, available from the Search configuration page in Settings.

January 12, 2024

Boosting user experience: Dark Mode and Markdown

Keeping up with the user preferences, Brainfish presents some thoughtful improvements this week:

We have rolled out improvements for dark mode on analytics and other aspects of the platform, increasing readability and usability in this popular setting.

Markdown Formatting and More

We have also improved markdown formatting for internal search-generated answers, particularly with $ values.

Plus, we have fixed the document-linking issue in internal search results.

Understand what your customers are looking for

Brainfish analytics help your team to see what your users are really searching for, and whether or not your self-serve support experience is effective.

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