With SentiSum simple-to-use dashboard, reporting actionable Freshdesk tag insights takes minutes instead of hours. Report both qualitative and quanitative insights to inform product roadmaps and improve customer experience across your organisation.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We cover almost every language and contact channel (even voice).
Our Freshdesk tagging automation understand context and applies multi-level ticket tags at scale. You'll have a granular understanding of the topics driving customer contact—historically and in real-time.
Whether it's automatically routing a ticket to the right team, prioritising urgent tickets, or streamlining the response process, when you've got granular ticket tags you can automate various agent workflows.
Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.
Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
For more in-depth reporting, simply login to the dashboard and deep dive qualitative and quantitative insights
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.
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.
Freshdesk is a great tool for managing customer support, but it doesn't have the power to automatically tag tickets with relevant information.
For example, if you want your ticketing system to automatically tag every incoming email as "problem" or "question" or a specific reason for contact, then this is impossible in freshdesk.
SentiSum's AI analytics tool can do this and more. By integrating SentiSum into your workflow you'll be able to apply tags to every ticket in real time using powerful natural language processing (NLP) technology that understands what each ticket means with 100% accuracy.