Our prices are flexible and scale depending on number of channels, users, and ticket volume—please reach out for specific pricing. Every customer gets dedicated CSM support, a monthly rolling contract, and the opportunity to trial the software for free (30 days) before purchase.
"It's exciting to be able to easily show other departments what's causing huge increases in ticket volume or negative feedback."
Director of Customer Service, +$50m revenue fast-growth company
We're not going to hit you with a calculator. We know ROI calculators aren't very believable. We also don't know the exact ROI from our product—its impact is multi-pronged, effecting time efficiency, cost efficiency, LTV, churn, basket size, etc.
Here's some evidence of the value we bring:
1. Decrease ticket volume
We help our customers find out things they didn't know about before. Often those things are quick wins and solving them quickly reduces support tickets.
In this case study, a customer reduced ticket volume by 37% through just one project.
2. Reduce agent costs
Our customers say this is how much time they save tagging support tickets. On top of that, there's no need for manual reporting or data analytics.
3. Keep customers for longer
Our impact on churn is hard to quantify directly. But, imagine we reduce your churn rate by 5%. The data shows a reduction in churn by just 5% can increase profits up to 95%.
Evidence from our customers
1. Schuh creates a clear impact 'to-do' list for optimising their customer experience.
2. British Airways identifies real-time feedback so they can remedy customer issues quickly.
3. A leading meal-kit delivery company brings together analytics on 10 customer support channels to stay on top of drivers of customer friction.
4. A leading eCommerce tyre retailer proactively fixes issues so future customers don't face them.
The accuracy of every AI technology depends on the context. Some industries and organisations have very complex issues, some are easier to understand.
However, our AI surfaces more granular insights and is very accurate compared to (1) customer service agents all tagging tickets subjectively using a taxonomy that's old and out-of-date, (2) other providers who use more generic AI models or ask you to build a taxonomy yourself.
We build you a customised taxonomy and maintain it continuously. That means the accuracy of your tags are not dependent on the work you put in.
Either way, we recommend you start a free trial so you can clearly see how good it's going to be on your data.
We're an independent company that's customer obsessed. Which means we can (and will) quickly build you an integration if we don't already have it. View some of our integrations here.
We aim for a one week turn around. That includes building a custom AI model for your data.
We have customers ranging from 4 new tickets per day to thousands per day. But, usually customers with greater than 10,000 monthly support tickets see significant value from SentiSum.
The more data the better, and the more tickets to manually tag and analyse the more sense it makes to automate them.
No, never. Our contracts are always done on a monthly-rolling basis. If you're not getting value, we'd rather you're happy than stuck.
We're extremely cautious with your customer data. With customers the size of British Airways and Schuh, we have to be. Reach out to us for more information.