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The most powerful Zendesk chat analytics integration

SentiSum's customer service analytics turns conversations into insight. Our AI automatically tags support tickets with unparalleled granularity, accuracy and timeliness, so you have clarity on your customer contacts at any scale.

Customer support ticket analytics and insights using AI automation
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"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

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Understand every conversation, in real-time

Our customer's want new insights—things they don't already know. Which is why we build you an AI engine that's unique to your data.

It's trained and maintained to understand your support tickets and surveys at a granular level. And it continually surfaces new and rising topics so you never miss a thing.

We're also the only company to cover every contact & feedback channel out there, voice included. It's multi-lingual, too.

Get granular insights from every conversation channel

Auto-apply granular tags to every ticket within Zendesk

Our insights dashboard makes tag insights accessible, but we can also push tags directly to Zendesk so they can be used for analysis, routing and prioritisation.

Watch the short video to see it in action.

Understand and improve customer satisfaction

Our analytics solution ties support tickets to CSAT surveys. You'll have a 360º view of every feedback and support channel, supercharge with additional context.

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A daily email full of customer insights

Make every Zendesk channel accessible

Like Google for customer support, you'll be able to answer questions from other teams by simply searching for an answer.

It's truly multichannel. We've even cracked voice—so you can search historical phone calls for insight.

Say goodbye to manually analytics and reporting. And welcome in a new age of insight that's uniform, easy, searchable and impactful.

Why replace your existing tagging system?

Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.

Before SentiSum

  • Tags are broad and require manual digging
  • Tags become outdated so insight is missed
  • Tags are based on 'keywords' = inaccurate
  • Tags are applied inconsistently by agents
  • Reporting is still time-consuming

After SentiSum

  • Tags are granular and get to the heart of the issue
  • Tag taxonomies are continuously up-to-date
  • Tagging is machine-learning based = accurate
  • Tags are applied consistently to 100% of your tickets
  • Reporting is made simple with automation
  • Tags can be trusted to guide triggers, automations and company-wide improvements

All your channels under one roof

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

“We can now proactively identify negative feedback, respond to it, and fix issues.”

Jack Ames

Contact Centre Manager

See it in action