SOFTWARE
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Automatically prioritise tickets based on urgency, risk and sentiment at scale.
Some tickets have higher importance, we'll help you reduce first response times to those tickets.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
Watch a 30-second explainer below
SentiSum automates your 'reason for contact' ticket tagging using an accurate machine-learning engine.
Once you've got powerful ticket tags setup, you can easily prioritise support queries which are urgent, potentially harmful, or in some way important to your business.
Some topics lead customers to churn. Some could damage your brand image. Some are just time sensitive.
Using SentiSum, these cases will be automatically prioritised so your team can handle them efficiently.
Basic triggers and agent-driven prioritisation are often filled with inaccuracies that increase response time and hurt customer satisfaction.
We'll help you become confident you're prioritising the important tickets, while saving agents from hassle.
Setup time is fast. Our prioritisation system is implement-and-go, so you'll start seeing immediate impact on CSAT and average handle times.
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.
Automate your support ticket tagging and report actionable insight with ease.
Automated, granular CSAT analytics—even when no explanation is provided.
Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.
Assign a particular agent or team depending on the topic of conversation.
Automatically turn angry reviews or social media comments into tickets to be handled.
Suggest the right response for the ticket, so agents can respond quickly and efficiently.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
