Turn every Zendesk conversation into Zendesk insights
Our AI completely replaces manual ticket tagging with a solution that's accurate, granular and automated. Unlike Zendesk Explore, reporting is simple and insights from Zendesk are accessible.
"It's exciting to be able to easily show other departments what's causing huge increases in ticket volume or negative feedback."
Director of Customer Service, +$50m revenue fast-growth company
Understand every conversation, in real-time
Our customer's want new insights—things they don't already know. Which is why we build you an AI engine that's unique to your data.
It's trained and maintained to understand your support tickets and surveys at a granular level. And it continually surfaces new and rising topics so you never miss a thing.
We're also the only company to cover every contact & feedback channel out there, voice included. It's multi-lingual, too.
Auto-apply granular tags to every ticket within Zendesk
Our insights dashboard makes tag insights accessible, but we can also push tags directly to Zendesk so they can be used for analysis, routing and prioritisation.
Watch the short video to see it in action.
Push 'reasons for contact' to your inbox
We simplify reporting via a daily email that ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.
Subscribe anyone to bring company-wide access to Zendesk insights. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
Get Zendesk insights across every contact & feedback channel
Have you ever felt like you're sitting on a lot of customer insight that isn't being used?
With our multi-channel integrations, we bring an unprecedented access to those siloes, all in one place.
Even voice calls—a particularly difficult data form to access—we turn into text and insight, so you can ask questions of the data.
Why replace your existing tagging system?
Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.
Before SentiSum
- Tags are broad and require manual digging
- Tags become outdated so insight is missed
- Tags are based on 'keywords' = inaccurate
- Tags are applied inconsistently by agents
- Reporting is still time-consuming
After SentiSum
- Tags are granular and get to the heart of the issue
- Tag taxonomies are continuously up-to-date
- Tagging is machine-learning based = accurate
- Tags are applied consistently to 100% of your tickets
- Reporting is made simple with automation
- Tags can be trusted to guide triggers, automations and company-wide improvements
All your channels under one roof
SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.
“We can now proactively identify negative feedback, respond to it, and fix issues.”
Jack Ames
Contact Centre Manager
