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When Ida, Head of Customer Operations at Trendsales, reached out to me, it was clear she had a vision for the company’s customer experience. Having previously worked with SentiSum during her time at Otrium, Ida knew the impact real-time insights could make. So, when she moved to Trendsales, she was eager to implement a similar setup to scale their CX operations effectively.
We first met at a Dixa customer event in Copenhagen, where Ida outlined her goals for Trendsales: to leverage data in a way that would not only improve CX efficiency but also give the business real-time visibility into customer sentiment, issues, and needs. It was there that we agreed to take Trendsales on a journey to implement SentiSum, and since then, the results have been clear.
The Challenge
Balancing Speed and Quality in CX
In today’s fast-paced world of customer experience, especially for a marketplace like Trendsales, balancing speed and quality is a critical challenge. They needed to understand customer feedback quickly and thoroughly, all while maintaining high service quality. Previously, CX teams struggled with manual ticket tagging, where valuable time was lost in sorting, organizing, and escalating tickets.
Ida saw this at Otrium and quickly realized it would be the same challenge at Trendsales, where they needed to focus on what matters most—fixing customer issues faster and escalating structural problems efficiently. But she didn’t just want automation—she wanted a solution that would enable her team to act based on real-time data.
The Solution
Real-Time Data, Real Impact
SentiSum delivered just that. By integrating our platform into Trendsales’ CX operations, we provided a live realtime dashboard offering a granular view of customer sentiment, feedback, and pain points as they emerged. This wasn’t just a dashboard—it was a shift from reactive to proactive service.
In the old world, agents spent hours manually sorting and tagging conversations, missing out on the broader customer sentiment and intent. With SentiSum’s real-time insights, the team could now immediately see what their customers needed or disliked, allowing them to focus on priority areas and act on issues before they escalated.
An additional win? Intelligent routing and task prioritization. By analyzing each message’s meaning, SentiSum ensured every ticket was directed to the right team based on urgency and intent, allowing agents to focus on what mattered most. Within three months, this approach helped Trendsales cut response times by 33%, improving both speed and quality. Instead of sorting through tickets, agents received fully categorized cases, ready for action.
This combination of real-time insights and seamless routing transformed Trendsales’ CX operations, allowing them to move from handling problems to proactively solving them and enhancing both efficiency and customer experience.
The Impact
From CX Metrics to Business Decisions
After tuning SentiSum to fit Trendsales’ unique operations, we quickly saw the platform become an essential part of management reporting, issue escalation, and business decision-making.
Ida explains:
One of the standout moments for Ida came during Trendsales' merger with Vinted. During this time, ticket inflow surged, and customers raised concerns about the migration process. SentiSum’s insights allowed Trendsales to track sentiment carefully, identify key pain points related to the migration, and act quickly to solve customer problems.
Ida used SentiSum’s data to support management discussions and back up gut feelings with hard numbers, helping ensure the migration was successful in the eyes of customers.
Key Wins for Trendsales
- Better Understanding of Customer Sentiment:
Trendsales now has a real-time pulse on what their customers feel and need, helping the team respond faster to trends and issues. - Enhanced Reporting for Leadership:
SentiSum’s data helps Ida and her team provide leadership with precise data to support critical business decisions and escalate issues to the right teams. - Reduced Response Times by 33%:
Within just three months of implementing SentiSum, Trendsales cut their response times by 33%. By automating task prioritization, the team could focus immediately on the most pressing customer needs, improving both speed and customer satisfaction. - Key Insight During the Merger with Vinted:
During the merger, SentiSum helped Trendsales stay ahead of customer concerns, using data to mitigate risks and ensure a smoother transition for users.
Conclusion
Empowering CX with Data-Driven Precision
Through SentiSum, Trendsales transformed their approach to customer experience. By moving beyond manual processes and embracing real-time insights and intelligent routing, Ida and her team could focus on what mattered most—delivering faster, more personalized support. SentiSum became more than a tool; it was a strategic asset that empowered Trendsales to act with precision, making CX a real competitive advantage.
The impact of proactive, data-driven CX speaks for itself, setting the standard for what’s possible in customer support.
As Ida says: