Support chats and emails are an untapped goldmine of customer insight. Each one tells you a story of a pain point in your customer's buying journey, so you can know where to improve your product and operations. Contacts per order (CPO) is a clear indicator of customer experience, and our software can help you find the drivers of CPO automatically, every day, week or month.
We can track any topics you want, tagging support conversations to provide you with CPO statistics you can use to monitor performance. Our machine learning will also discover recurring topics that you've missed, so you can proactively tackle the causes of customer complaints.
It's no secret. The faster you know the root cause of your customer support conversations, the faster you can make change that prevents the customer friction. But, who knows also matters. We take customer insights, simplify it and share it around your company every day. So the right team knows when there's a problem, right away.
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.
"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