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SOFTWARE
Freshdesk tag automations for efficient support teams
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.
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"No more tagging, just root cause insights on-demand. Every team has started using support insights!"
Director of Customer Service, +$50m revenue fast-growth company
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How it works
SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: Tags get to the root cause of the topic.
3/ Real-time: Everything happens in milliseconds.
You can trust SentiSum tags to underpin strategic change across your business.
P.s. We cover 100s of languages and channels (even voice.)
A simple but effective Freshdesk tag solution
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.
Leverage tags for other time-saving automations
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.
We make Freshdesk tag reports a 10-minute job
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
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- Tags become outdated so insight is missed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.
How to automatically tag a ticket in Freshdesk
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.
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“We can now proactively identify negative feedback, respond to it, and fix issues.”
Jack Ames
Contact Centre Manager
See it in action
