It's hard to get other teams to take action without evidence. SentiSum makes finding that evidence easy by turning thousands of qualitative conversations into quantitative insights.
"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
Truly understand reasons for contact
Feel confident you know your customers.
Conduct root cause analysis with ease
Rapidly understand and report drivers of customer friction.
Lead change from the frontline
Make customer service the strategic centre of your business.
SentiSum replaces all the manual tagging, analysis and reporting efforts behind sharing customer insight across your company.
“SentiSum helps us identify problems that previously could have gone unnoticed and would have continued to cause issues for our customers.”
Jack Lems, Director of Customer Service
SentiSum makes the topic and sentiment of every support ticket, survey and review available at the click-of-a-button. We're accurate at any scale, too.
“In less than 5 minutes, we are now able to understand the drivers of our advocacy from over 100k tickets”
Catherine Onions, Director of Customer Service, BA
Most of our customers were already tagging support tickets before they started using SentiSum.
We've seen that most tagging systems either still take a lot of manual work to get right or the insights can't be trusted to back up business decisions. Agents will always struggle to tag tickets accurately and consistently, and built-in tagging systems usually only apply generic tags based on keywords.
Underpin your customer insight strategy with evidence to tackle churn, improve processes and train agents.
Chat to us today, we'd love to show you around:
Save agent time on every contact
Reduce customer contact
Come to the table with evidence
Train agents on rising issues
Improve CSAT
Deeply know your customer
Lead continuous improvement
Decrease resolution time
"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, Director of Customer Service
"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 CX & eCommerce
"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."
Jack, Contact Centre Manager
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