Case Study: Serato achieves actionable, scalable customer insights for product development with Thematic

Serato - Customer Case Study

Serato, a leading audio software company with millions of users, was collecting thousands of customer responses every month via Zendesk but struggled to turn comments into meaningful insights. Before working with Thematic, support staff manually sorted feedback into five broad buckets (e.g., “price” or “feature”), which left product teams without the specific, actionable information they needed.

By deploying Thematic’s Zendesk integration, Serato automated customizable, scalable analysis of free‑text feedback and immediately surfaced real, specific product issues and the mood/importance around them. Thematic delivered insights “as accurate as if their own staff had done the analysis,” giving Serato trusted, company‑wide intelligence to guide product decisions and partner discussions.

Serato

Young ly

Chief Executive Officer