Hark, the leader in video and audio-driven customer feedback, announced the launch of Hark Insights, an AI-powered platform that transforms raw feedback into clear, actionable customer stories. By surfacing key themes instantly, Hark Insights eliminates the need to sift through thousands of data points, making it easier for teams to make decisions and get to the root cause of issues.
Traditional survey scores often lack depth and meaningful context, offering only numerical ratings with little insight into why customers feel the way they do. Hark Insights allows teams to see, hear, and share the most relevant customer feedback across their organization.
Fran Brzyski, CEO and Co-Founder of Hark, emphasized the impact of this new approach.
“Hark Insights is more than an analytics tool. It is a storytelling engine that brings customer voices to life. Customer feedback is a competitive advantage—if you capture the right information and act on it,” Brzyski said. “Too often, brands reduce loyalty to a score and miss the real insights hidden in customer experiences. Hark Insights surfaces the stories that matter most by elevating the quality of feedback and making it easier to take action. You can collect all the data in the world, but if no one acts on it, it’s worthless.”
Hark Insights helps brands move beyond traditional feedback tools, enabling them to hear their customers in their own words, with their real tone, emotion, and experiences..
The platform is especially valuable for technically complex products, drawing on rich, unstructured data, including voice and video feedback, to highlight critical issues and opportunities in real time. While Hark was originally built for customer support, Hark Insights has expanded to provide product teams with insights to refine features and shape future development. Marketing teams can also leverage authentic customer voices to create more compelling and effective ad campaigns.
“We want to share what’s breaking news from your customers. What’s going on with them, and how is that helpful for your brand? It’s information every company needs to know,” said Subbu Balakrishnan, CTO of Hark.
Hark Insights continuously surfaces emerging themes and key customer voices. AI pinpoints trends from evolving feedback, helping CX, marketing, and product teams stay ahead of shifting sentiment. Teams can quickly identify new opportunities and concerns, improving responsiveness, refining messaging, and shaping strategic decisions. Users can see, hear, and experience real customer moments through multimedia examples, with insights packaged for easy sharing across the organization.
The platform also includes an AI chat feature that allows users to ask questions about customer feedback and receive direct answers. Teams can quickly summarize top concerns, explore detailed responses, and search for specific topics using advanced search. AI identifies key trends and multimedia examples, making it easy to uncover insights that might otherwise be missed.
Hark Insights is currently available to Hark clients, including a number of leading direct-to-consumer and e-commerce brands across industries such as skincare, household products, technology, and pet care.
Matthew Ring, Co-Founder and Head of Product at Hark, highlighted how Hark Insights sets itself apart from traditional Voice of Customer tools.
“Hark is redefining Voice of Customer. Instead of traditional surveys, text analysis, and dashboards that strip away emotion and real-world context, we bring customers’ own words and media, communicated on their own terms, to the forefront. We are invited into their homes, their daily lives, and their unfiltered moments. Hark Insights finds common threads and gets to the heart of what matters to customers, so brands can listen to, understand, and act on feedback in a way that has never been possible before.”
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