Unlock support tickets to drive growth

Our AI uncovers the reasons for customer contact from every conversation. Armed with this insight you can make evidence-backed decisions and drive cross-functional change.

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customer service sentiment analytics

Support Ticket Analytics

Support tickets are the only pure form of customer feedback. They're rich, unbiased and actionable. Make unlocking your customer's voice your priority.

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More granularity
Zoom in from themes, to sub-themes, to the individual conversations driving contact.
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Real-time
Fresh data, every minute. No matter the volumes.
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Reduce agent training time
Let agents focus on the customer, not the tagging
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Get actionable insights
Our insights are granular, complete and timely. The key elements to actionable data.
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Get buy-in
Our insights are easy to understand by any team. Subscribe everyone to the daily digest.
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Improve efficiency
Armed with fast insights, you can be proactive. Tackle costs and convince others to join you.

Us vs. typical ticket tagging

How our support ticket integration boosts your customer insight

Current Ticket Tags

SentiSum's Insight Tags

Tickets tagged inconsistently

Every ticket is tagged with granular topics

Tags need to be cleaned

We maintain useful tags for you

Tags are high-level like 'objection raised'

Tags are granular like 'missing item'

Historical logs are inaccessible

Analyse historical logs in minutes

Reasons for contact reporting is complex

Report reasons for contact with confidence

Automated tagging is rule-based and naive

Tagging is achieved through machine learning and is smart

Tagging is at a singular level

Tagging is hierarchical. You can drill down from high level to specifics.

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Easy and unified, not difficult and spread

One place for every channel

Insights from every customer feedback channel in enough detail that you can deep dive the causes of customer friction. Give every team a login.

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Real-time and complete, not ad-hoc and sampled

Confidently report customer insights

Report actionable, unbiased insight to the rest of your company. Make them listen with data evidence.

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Simple and shared, not complex and siloed

Get the message out

Our dashboard is accessible to everyone. When teams across the company are fed insight every day, real change can happen.

Integrations

Quick integration across these platforms and more

Sentiment Analysis ZendeskSentiment Analysis TrustpilotIntercom Sentiment AnalysisSentiment Analysis SalesforceSentiment Analysis FreshdeskSentiment Analysis NPSSentiment Analysis GmailSentiment Analysis Whatsapp
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Trusted by industry-leading organisations

"SentiSum are a catalyst for change. I better understand patterns now and over time which leads the team to taking action on customer friction. Less friction means more sales."

Sean Mckee

Director of Ecommerce & Customer experience

Customer analytics software

"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 Onions

Head of Customer Service, British Airways

Chat analytics software

"SentiSum took away manual collation of 'reason for contact data'. It helped us drive change without the manual effort of building evidence that something needs to improve."

James Jones

Head of Customer Service, large eCommerce retailer