Customer case studies

Learn how we help make our customer's customers happy.

Helping British Airways understand the drivers of advocacy and proactively prevent complaints

"SentiSum allows us to quickly identify very recent feedback that indicates a customer experienced unexpected work taking place at a hotel that impacted their stay."

Catherine Onions, Head of Customer Service
Data: Customer reviews

Happiness drivers

Reduced complaints
Collaboration
Speed to insight
Time saved
Improved CX
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Help Schuh reduce negative sentiment and prioritisation the change that matters

"The biggest impact on our customer-company relationship has been a much clearer impact "to do" list for teams in their efforts to reduce customer friction."

Sean Mckee, ex-Head of Ecommerce & CX
Data: Support tickets

Happiness drivers

Customer clarity
Collaboration
Task prioritisation
Improved CX
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Understand real reasons for contact so we can reduce support tickets

"SentiSum helps us proactively fix issues for future transactions and understand why customers contact us. The platform helps us identify issues that previously could have gone unnoticed and would have continued to cause issues for our customers"

Head of Support at a leading eCommerce tyre retailer
Data: Support, reviews and NPS

Happiness drivers

Reduced tickets
Prioritises change
Drives change
Time saved
Improved CX
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Understand unexpected trends in customer tickets

"We love the anomaly alerting. The email digest notified us of a spike in a particular topic. My CEO emailed to ask what caused it and it was so useful to go onto the dashboard to understand what was driving the increased customer complaints. We can now be proactive in reducing tickets like these."

John Jacobs, Director of Customer Care, at a leading food delivery company
Data: Support tickets

Happiness drivers

Anomaly alerting
Collaboration
Reduced tickets
Improved CX
Coming soon ➝