Sentiment Analysis

Marcel Gravelle

10-Jun-2022

What is Sentiment analysis?

Sentiment analysis is the data gathered from customer responses such as inbound emails, or anything in writing, that’s related to your products or services.  Analyzed by a NLP and measured, it then gives you evaluations as “Positive”, “Passive”, “Negative” and “Very Negative” as seen in the picture below. 

Not providing excellent customer service in todays competitive landscape could mean losing customers, leading to a loss in profit. Our out-of-the box sentiment analysis (no integration needed!) is meant to prevent just that, and help you deliver the best customer experience possible.

The Benefits of Sentiment Analysis:

• Act swiftly, investigate the root cause of the issue and provide a clear solution.

Sentiment analysis helps you vastly improve your understanding of your customer. If a customer email was flagged as having negative sentiment, you’d know about it right away and would be able to act accordingly. This could mean the difference between keeping or losing a customer. 

• Improve your crises management

Avoid any escalating complaint. When you know how your customers feel, you can see issues you need to fix and where you need to improve your overall customer experience. By analyzing the sentiment within and tackling any negative remarks, you can avoid escalations, swiftly and consicively improving your crises management.

• Build customer loyalty

Sentiment analysis allows you to improve your customer support. Being able to decrease case closure times and response times, while knowing how your customer feels, not only adds a level of personability to your support, but also increases trust and loyalty. This is crucial as it will provide a better experience and increase customer loyalty.

• Focus your energy where it matters.

Free up your agents from time consuming, unimportant tasks, and let them focus their energy where it matters. By being able to read the sentiment and know how a customer is feeling within specific emails, we can pinpoint what to tackle, and how to provide the ultimate customer experience. 

How to use it:

To view your customers sentiment within your case list, you can follow these instructions:

1. Make sure you’re at your command center/in your case list. And click the cog pictured here:
   
2. Next, click on “Columns” and search “Sentiment” within Visible Columns and make sure it’s checked.
   
3. Sort your columns (as you can see, I have sentiment as my last column) and that’s all there is to it!

Here’s a quick video on the feature: