We care about making people happy: you, your team and your customer.
In the past, customer support has been underrated. Performance is measured in productivity metrics and you’re asked to report the same old numbers every week.
But no more. We believe that the customer support team can be a superpower for business growth. You hold a goldmine of insight that can be leveraged to build wonderful customer experiences and reduce unnecessary customer churn.
There’s millions of live chats taking place every day. Each one is an unbiased source from which to understand customer pain points.
Yet businesses still spend thousands of pounds every year running NPS surveys, wishing they could understand the reasons for churn and brand advocacy. We know because we spent years helping them do it.
But now we're focusing on the future: support conversations.
We want the Director of Customer Service to be able to walk into any department across the company and hand them a list of actionable insights for improving customer experience and reducing complaint volumes.
We never want an agent to tag a support ticket again. We want them to do what they do best, spend time with the customer. Human to Human.
We wrote an article about what we do and how we do it. Why not start there?
“SentiSum helps us identify problems that previously went unnoticed and would have continued to cause issues for our customers.”
Director of Customer Service, +$75m revenue eCommerce company