Plug in to SentiSum's text analytics platform to get real-time customer insights from every Whatsapp chat.
"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're multilingual and multichannel (even voice).
Forget manual analytics. Using SentiSum, all you have to do is log in to the dashboard and you'll have instant access to which topics are driving your customer conversations.
Quickly understand the topic volume and sentiment of every Whatsapp chat, so you can identify areas for improvement.
Natural language processing understand support tickets at a granular level. You can dive and deep dive into the real reasons customers are contacting you. No high level or generic topic tags.
To create real change, you must report customer insight in an actionable way, widely across your company. SentiSum makes that easy. Automatically subscribe anyone you want to a daily email that spreads trends in reason for contact and the top issues of each day.
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.
We recently covered this topic in full on our article titled, 'Is WhatsApp the future of customer support?'
The short answer is: quite probably.
We're seeing exponential growth in the number of business users and customers conversations happening over WhatsApp. It's one of the easiest to use and most widely known messengers platforms in the world, it would be crazy for companies to not start leveraging it to communicate with customers.
Zendesk reporting that they saw an 800% increase in conversations happening over WhatsApp. Which is likey due to the ease of use, fast distribution of rich media files, and automated messaging capability.
Read the article above to read our full analyses.