SOFTWARE
⨉
⨉
Uncover actionable insights from Intercom chats
SentiSum automatically categorises support queries and surveys with unparalleled accuracy and granularity.
Ticket insights will be accessible company wide without any manual effort from you or your agents. We also push tags to your help desk to enable scalable, time-saving automations.
"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
How it works
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We cover almost every language and contact channel (even voice).
Intercom sentiment analytics
Customer support conversations provide an unparalleled insight into customer friction points and churn drivers.
With SentiSum, you have unprecedented access to support conversations. You'll understand the topics and sentiment of every conversation at scale.
It becomes simple to identify areas for CX improvement and drive positive business outcomes based on customer support insights.
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 Intercom 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- Tags become outdated so insight is missed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.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
See it in action
