Why sentiment analysis is important?

By Anonymous -


   Customer sentiment analysis is the automated process of discovering emotions in online communications to find out how customers feel about your product, brand, or service. Sentiment analysis gives you a clear overview of customer satisfaction, agent by agent. This means you can keep an eye on the quality of service each team member is offering customers, as well as their more subtle ability to create happy customers. Here are some benefits of sentiment analysis telling us why it is important,

• Happy customers are more likely to be receptive to upselling. With sentiment analysis,you can easily identify your happiest customers. 

• If you have a chatbot on your site, it can benefit from sentiment analysis too. That’s because it can train your chatbot to recognise, and respond to, customer mood.

• Using sentiment analysis, you can identify what messages and conversations act as emotive triggers that change customer mood. Perhaps the phrase “Please wait”, for example, often triggers customer annoyance. Or perhaps using emojis has a positive effect on the conversation’s overall tone.

• So, another of the benefits of sentiment analysis is its ability to provide a helping hand during peak chat volumes. At a glance, you can see which chats are going smoothly, and which need further attention.

• For your management team, another of the top benefits of sentiment analysis is the speedy escalation system it provides. Potential issues are nipped in the bud.

• With sentiment analysis, not only can your agents see the mood of each customer in a session, visual indicators display how this mood changes in real-time. Your agents get a live insight into how well a chat is going.

  In other words, you get the bigger picture, rather than just a case-by-case view.

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