Qualtrics

NOVEMBER 19, 2021

What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Why is sentiment analysis important? And this is where sentiment analysis algorithms come into play.

Sentiment Analysis 26

Sentiment Analysis Machine Learning Social Media Engineering 26

Zendesk

JANUARY 30, 2023

What is customer sentiment analysis? Customer sentiment analysis is when a company uses automation to examine feedback left by customers in surveys, social media posts, and so on. Customer sentiment analysis use cases extended beyond creating return customers, however.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Experience Investigators

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Qualtrics

SEPTEMBER 26, 2019

Survey results, customer reviews, social media mentions, oh my. Sentiment analysis. Let’s look at the importance of sentiment analysis and how it can be used to improve customer experience through direct and indirect interactions with your brand. What is sentiment analysis?

Sentiment Analysis 24

Sentiment Analysis Social Media Customer Experience Net Promoter Score 24

Confirmit

MARCH 5, 2017

Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.) to determine the sentiment by category for each item of text. Voice of the Customer Voice of the Employee Market Research.

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40

Logicalware

NOVEMBER 23, 2023

Leveraging LLMs empowers you to generate highly contextualised and personalised content tailored to your business needs – whether it’s for a marketing campaign, answering customer questions or creating visuals for social media.

AI 52

AI Artificial Intelligence Sentiment Analysis Innovation 52

Win the Customer

AUGUST 8, 2023

Automating Feedback Collection AI-powered chatbots and sentiment analysis tools have revolutionized the way businesses collect customer feedback. These intelligent systems engage with customers in real-time, be it on a website, app, or social media platform.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Predictive Analytics 52

SurveySensum

NOVEMBER 27, 2023

Imagine you spend most of your time on social media apps because you love sharing pictures. Keep an eye on social media too; it gives you a different angle on what users think beyond the app. To resolve this issue, you should use a sentiment analysis tool. With this, you can streamline the analysis process.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

TeamSupport

JANUARY 9, 2024

Mid-2000s: Social Media Support & Help Desk Software At the start of the new millennium, social media platforms like Facebook began to emerge. Want to take advantage of our latest AI-powered features , like sentiment analysis and suggested responses? Talk to our sales team today.

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound. And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Hodusoft

MARCH 22, 2024

Limited customer insights: HoduSoft’s CX solutions offer advanced analytics capabilities that provide actionable insights into customer interactions, sentiment analysis, and performance metrics. And amidst it all, HoduSoft aims to shine bright as an exhibitor.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Logicalware

OCTOBER 3, 2023

Here’s how: Understanding your customers through sentiment analysis In the digital sphere, where customer interactions often occur through chatbots, email, or social media, businesses risk losing the ability to infer context in their interactions with customers.

AI 52

AI Sentiment Analysis Customer Experience Social Media 52

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. This direct line of communication allows customers to express their needs and desires, providing a rich source of data for analysis.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. You can collect VoC data through surveys like Capital Bank’s, social media monitoring, customer service interactions, or other qualitative sources. Social Media Analytics.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

CSAT.AI

MARCH 27, 2023

With the rise of big data analytics , companies can gather and analyze vast amounts of customer data from various sources like social media, surveys, and purchase history. Automated QA and sentiment analysis give leaders and agents insight into what is working and what needs improvement.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

SurveySensum

SEPTEMBER 25, 2023

SurveySensum can help you design, set up, and distribute customer surveys via various channels, including email, social media, WhatsApp, and more. Social Media Engagement: You can gather a lot of information without even asking a single question to the customer. By monitoring social media engagement.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

CSAT.AI

MARCH 1, 2023

Additionally, social media platforms are valuable for engaging with Gen Z customers and providing them with real-time feedback about their products or services. Interactive marketing campaigns and social media challenges are how this generation discovers brands. Best to lean into the platforms they use though.

CX 68

CX Social Media Sentiment Analysis Technology 68

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Besides just creating surveys, it’s also possible to identify customer sentiments in feedback with their sentiment analysis feature. Analyze feedback in more than 60+ languages.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

SurveySensum

JANUARY 27, 2022

It also uses sentimental analysis to determine customer emotions and segments them into promoters, detractors, and passives so that appropriate action can be taken. ? With CX software, you can easily gather feedback and manage your presence across multiple channels like in-app, email, social media, website, etc.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

Fonolo

DECEMBER 1, 2022

Put simply, software with omnichannel functionality lets your customers move seamlessly across all inbound channels including phone, chat, email, and social media, while their service journey is captured and shared with agents in real time. What is Omnichannel Functionality? .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Logicalware

FEBRUARY 1, 2024

It enables contact centres to deliver seamless and consistent conversations across different channels, such as chat, email, phone, and social media, and to leverage various data sources, services, and functionalities to provide relevant and personalised responses.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

Zendesk

AUGUST 30, 2022

Connect SupportLogic to Zendesk and unlock a myriad of benefits that include case escalation prediction, AI-powered ticket backlog management, intelligent ticket routing, agent coaching and optimization, sentiment analysis, and even customer churn prediction. Instantly send SMS and MMS messages using both templated and customized SMS.

Social Media 98

Social Media Sentiment Analysis Machine Learning Technology 98

Return Customer

JULY 10, 2019

One in two millennials has complained about a brand on social media. The world is heading more and more towards an internet-enabled paradigm, where social media is ruling the way people communicate with each other. Social media can act as a double-edged sword with its massive reach. Microsoft ).

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

SurveySensum

SEPTEMBER 14, 2020

Customers prefer to interact digitally across social media channels, chats, or apps than on calls. The number of website traffic, online transactions, and social media engagement have increased. Social media listening tools: . Run text and sentiment analysis to identify common trends and themes.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Comm100

OCTOBER 19, 2022

That’s a fancy way of saying you need to use your bot across all your platforms (website, social media, WhatsApp, etc.). 6 Sentiment Analysis. Sentiment analysis is a feature that can identify whether a customer response is positive, negative, or neutral. 7 Chatbot Marketing.

Sentiment Analysis 86

Sentiment Analysis Artificial Intelligence Omnichannel AI 86

SurveySensum

NOVEMBER 23, 2023

Using this free NPS tool, you can analyze data with real-time , journey-based dashboards, and identify customer issues with a sentiment analysis feature. In addition, it lets you track and analyze the customer sentiments shared in reviews and on social media. Flexible survey theme and layout customization.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Aquire

AUGUST 12, 2021

Imagine you have customers who prefer contacting you via email, others via social media, and others via live chat. Use sentiment analysis. Sentiment analysis is a method that uses NLP (natural language processing) to assess the emotions of text automatically. on social media).

Customer Relationship 52

Customer Relationship Sentiment Analysis Social Media Omnichannel 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Highlight your most valuable customers on your social media and website. Lumoa is a new way to manage every aspect of CX, from customer surveys to social media monitoring.

Customer Experience 83

Customer Experience ML Social Media CX 83

Lumoa

MARCH 6, 2023

This feedback could come from questions posed to customer support, reviews left on social media, or surveys answered by your most valued customers. Use Analysis Tools Following through with steps one to four could require immense human effort and valuable time.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

Lumoa

MARCH 6, 2023

This feedback could come from questions posed to customer support, reviews left on social media, or surveys answered by your most valued customers. Use Analysis Tools Following through with steps one to four could require immense human effort and valuable time.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

CSAT.AI

APRIL 12, 2023

For customers on social media channels, offer a link to an agent chat or call when the ticket can’t be closed on that channel. The post Customer Service Escalation: When Human Service is Most Valuable appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Customer Service 86

Customer Service Sentiment Analysis Omnichannel Legal 86

Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. However, he offers some practical tips in this area: Begin with a form of sentiment analysis. From attitudinal data, the algorithm can extrapolate behavioral nuances. Decide what the appropriate response would be to each group.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Logicalware

JULY 26, 2023

Moreover, AI-driven sentiment analysis and quality monitoring provide invaluable insights into customer emotions and agent performance, fostering continuous improvement. Designed explicitly for tasks like answering questions, sentiment analysis, and translation, BERT is a powerful force in understanding and interpreting human language.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Omnichannel : Providing seamless customer support across multiple channels like website, social media, chat, phone and text. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc.,

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

SugarCRM

MARCH 28, 2024

Using sentiment analysis, manufacturers can identify at-risk customers and deploy proactive strategies to address customer concerns and revitalize engagement levels. Sentiment analysis is a great way to detect potential issues with products, services, and experiences.

Manufacturing 26

Manufacturing CRM Sales Sentiment Analysis 26