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SOFTWARE
SentiSum uses NLP technology to accurately tag every support query at a granular level. You'll have one consistent understanding of why customers are contacting you across every contact channel.
Find us in the Freshworks marketplace.
"It's easy to setup and the insights are accurate. Every team has started using customer conversation insights!"
Director of Customer Service, +$50m revenue fast-growth company
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SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: Tags get to the root cause of the topic.
3/ Real-time: Everything happens in milliseconds.
You can trust SentiSum tags to underpin strategic change across your business.
P.s. We cover 100s of languages and channels (even voice.)
With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.
You, or anyone in your team, can simply switch between contact channels, filter by topic or subtopic, and have instant access to the issues facing your customers across every contact channel.
Like Google for your support data, you'll be able to answer queries from other departments by simply searching any keyword or topic.
With the addition of our voice understanding technology, you'll even be able to search for terms within phone calls.
Say goodbye to manually digging through conversations.
Our daily digest email 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 support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
We push tags directly to Freshdesk so they can be used for analysis, routing and prioritisation.
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.
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
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