Competition is rising in every industry, making it easier than ever for your customer to leave you for a competitor. With customers having an increasingly high bar for customer service, and loyalty being at an all time low, every team needs to have its finger on the pulse of customer feedback. The most important tool to remain competitive in this new age is
Here's our high level dashboard for when you want to get a quick over of performance, it'll help your priortise the change that matters. You can also drill down much further into the specifics, down to the individual data point.
"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
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
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.
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.
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.
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.
32% of customers will now walk away from a brand they love after just one bad experience. This makes for a precarious environment for ecommerce brands. With the pandemic and other world shaking events, companies are left with an increased chance of negative sentiment at each touchpoint. In light of this, 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.
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.
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.
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.