SentiSum's text & sentiment analytics give you clarity on what customers love and hate, so you can drive up CSAT and maximise subscriber retention.
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At our core, SentiSum is a text and sentiment analytics engine. Our technology understands free text in the same way a human would—all the nuance and context included. When applied to customer support conversations (tickets & calls) or customer feedback (surveys, reviews and social media) it uncovers two key bits of information: what is the customer talking about, and how unhappy is it making them? The insights revealed identify why customers are cancelling, CX improvement areas, and potential new proposition changes.
SentiSum brings you clarity and collaboration. You'll get a detailed understanding of what's driving negativity in CSAT scores and which issues are contributing to customer churn—so you can tackle both. We've also built a simple-to-use dashboard and multiple collaboration features to make sure those insights are *actually* usable by teams across your company, so your CX insights can inform every team's roadmap.
Our customers currently use SentiSum to drive operational efficiency in three areas. Firstly, automated tagging & reporting. Tagging is a pain to get right and often ends up being time-consuming for both agent and team leaders, removing the task is a big win. Secondly, with support insights widely available across the company (and backed up with quantitative evidence), everyone can work to reduce support queries. Finally, accurate tags enable other automated triggers. SentiSum customers benefit from auto-prioritisation and triage which both have been proven to reduce resolution time.
You'll receive a customised AI model, which is built around your customer feedback and conversation data. It's built for you and your customers, meaning the machine learning will be able to understand even the most complex environments (including spelling mistakes and very niche issues).
We offer a 30 day free trial. We'll build you a customised AI model and analyse 6 months of your historical data—which means you can see SentiSum in action on your own data before making any commitments.
Subscription companies like Gousto use SentiSum, as do eCommerce (Schuh), airlines (British Airways), travel (James Villas) and consumer goods (Nestle). It's a versatile product with particular benefit to companies with a subscription element.
We take data privacy and security very seriously. With enterprise size customers like British Airways you can reassured that our security has been vetted well.