Synthesise large volumes of free text into loyalty-driving insight

We’ve spent years working with some of the world’s most successful companies. Over time, our text analytics engine has trained to identify multiple topics and the customer’s emotions in any free text—at scale. The best thing? It’s automated. Just pull up our dashboard and you’ll understand the what your customers said they love and hate in all your NPS surveys, CSAT, or reviews. This is how our customer’s are tracking issues they care about and uncovering more issues they had yet to identify.

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SentiSum platform

Understand drivers of brand advocacy

Customer sentiment analysis

When you need a quick, unbiased summary of brand advocacy and churn drivers, you'll check in to our summary dashboard. But when your team needs granular data to act upon you'll use our platform to deep dive into the specific reasons for contact.

Search for the volume of any word

Track issues that matter to you

Whether you want alerts or just to browse through your customer feedback data, our Explore feature is here to help. Type any word or phrase to pull up all the related customer feedback over any time frame.

text analytics keyword search
text analytics keyword search

Unified Multichannel Analytics

Surveys, reviews and support tickets unified in one view

Flip between data sources at the click of a button, because you need a comprehensive view over every channel of customer feedback.

What it's like to work with us

"SentiSum helps us to identify process improvements. We've identified issues that previously could have gone unnoticed and would have continued to cause issues for our customers."

Jack, Head of Customer Experience

Chat analytics software
Customer analytics software

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

Catherine, Head of Customer Service, British Airways

NPS analytics use cases

Track customer journey performance

Understanding the drivers of NPS means you can measure the performance at each stage of the customer journey. You can look at sentiment for each customer touchpoint and how it has evolved over time, so that any dip in NPS is fully traceable to the source. Drill down into these touchpoints to know where you're competitive, and where your journey needs work.

Prioritise to-do lists for different teams

If you effectively push insight to multiple teams, you open up an opportunity for customer-centric change across your company. With an understand of the main drivers of negative sentiment within NPS, reviews and customer support tickets, you set a to-do list with clear prioritisation. Our client Schuh discovered customer friction in the payment part of their checkout, clearly impact the roadmap for the web optimisation team.

Pair data to take targeted actions

Pairing insights from feedback data with the specific information like product SKU customer churn, enables a whole host of use cases. Targeting a specific action quickly is now possible thanks to the speed of AI-powered text analytics. Customers now expect a seamless experience and quickly knowing the contents of negative reviews and support tickets could be the difference between a customer lost or loyalty won.

The benefits of NPS and review analytics

In times of intense competition in customer service, a strong focus on turning customer feedback into product and operational transformation is needed to stay ahead. NPS and review analysis done using NLP will provide you with immediate benefits, including a deep understanding of customer issues, a clear 'to do' list for your teams to prioritise, and a measure of performance over time.

Analytics at scale
Machine learning and NLP analyse unstructured text at scale. Uncovering insights from 100% of the data set.
Automated tagging
Save hours on manual analysis while achieving objectivity.
Clear prioritisation
Know the key performance drivers and set your team to tackle the biggest impact drivers first.
Reduce customer friction
Understand at a granular level the causes of negative sentiment, so you can reduce barriers in the customer journey.
Understand drivers of advocacy
Track your ideal drivers of brand advocacy and set goals across your company.
Track performance of change
No longer rely on anecdotal evidence when assessing the impact of CX changes. Check improvements in sentiment.
See it in action on +100,000 reviews

The SentiSum team recently undertook a customer feedback analysis for two major industry verticals. Take a look below to see customer feedback analysis in action on reviews and you'll get a hint of what's possible when brands use this technology on customer support conversations.

Continuously improve customer sentiment

82% of customers will now walk away from a brand they love after just one bad experience. What a precarious environment for e-commerce brands. With the pandemic and other world shaking events, companies are left with an increased chance of negative sentiment at each touchpoint.

Therefore, delivery, digital experience and the post-purchase brand experience have never been more important.

To stay on top of customer touchpoints, negate negative customer experience and inspire loyalty, there's three features we focus on to help you remain competitive.

Quick sharing of insights

Truly customer-centric change is achieved by putting actionable insights in the hands of the right team. We help you counter data silos and encourage cross-functional change by adding anyone to a daily email full of customer insight.

Clear prioritisation

Knowing what impacts customers most, matters. Thanks to our sentiment score, you can see which topics are the largest contributors to negative sentiment. Accurate support ticket tagging also provides volume data, so you can quickly identify the biggest causes of complaints.

Proactive alerts

The speed of AI topic tagging enables real-time alerts. If there has been a sudden increase in a new topic, you'll know about it. Meaning you can work proactively with teams across your company to prevent the same problem happening to more customers.