Text & Sentiment Analysis for Zendesk.

SentiSum's sentiment analytics tells you the root cause of customer frustration across all your Zendesk touchpoints—from surveys to voice calls.

Startups love us, enterprises trust us.

Know exactly what's driving customer sentiment

Multichannel Sentiment Analysis

SentiSum is the first tool to cover all bases. From surveys to voice calls—our analytics engine will tell you exactly what's driving positive and negative sentiment at every touchpoint.

Identify Trends & Improve CX

SentiSum's insight dashboard makes it simple to track the key topics (and subtopics) causing frustration for your customers. Quickly find out about brand new issues—and watch along as your fixes improve the sentiment data.

Ask Anything You Need to Know

SentiSum released some exciting new features this year. For example, you can now ask any question you need to your Zendesk data. It's like ChatGPT that knows your customers.

Automated sentiment analysis that truly gets your customers

SentiSum's powerful AI analyzes and tags every customer conversation across emails, chats, phone calls, surveys, and reviews in 100+ languages, providing you with valuable insights such as sentiment, reason for contact, and more.

Instant answers, infinite insights

Say goodbye to manually digging through data or waiting on reports. Get quick, meaningful answers about your customer experience with SentiSum. It's as easy as asking a question.

Efficient support with real-time analysis

Utilize SentiSum's real-time analysis to smartly prioritize, route, and escalate customer queries based on sentiment, urgency, and contact reason.

What's the impact?

Improve CX

Understand and improve sentiment

Save Time

Reduce weekly reporting time by 20x

Have Impact

Finally, quantitative evidence to support you.

Sentiment Analysis for Zendesk FAQs

What is sentiment analysis for Zendesk?

Sentiment analysis, a branch of natural language processing (NLP), assesses the emotional tone behind text data to determine the speaker's attitude. When applied to Zendesk, this technology analyzes customer support conversations and surveys, identifying sentiments expressed in interactions. This helps businesses understand customer satisfaction, pinpoint areas for improvement, and tailor their support strategies. Integrating sentiment analysis with Zendesk enables companies to automatically categorize tickets by sentiment, prioritize responses, and gain insights into overall customer sentiment trends, leading to more effective and empathetic customer service.

Why is customer sentiment analysis important in Zendesk?

Customer sentiment analysis is crucial because it enables businesses to understand their customers' emotions and opinions regarding their products, services, or brand. By analyzing feedback from various channels, companies can identify areas for improvement, enhance customer experience, and make informed decisions. It also helps in detecting unhappy customers early, allowing for timely intervention to address issues, thus fostering loyalty and positive brand perception.

Who benefits from using sentiment analysis for Zendesk?

Zendesk sentiment analysis benefits a wide range of businesses and roles, including customer support teams seeking to enhance service quality, marketing departments aiming to understand customer sentiment, product managers looking for feedback on offerings, and executives monitoring overall customer satisfaction. This tool is particularly valuable for any organization that prioritizes customer experience and seeks to leverage customer feedback for strategic decision-making, allowing for improved efficiency and targeted responses based on sentiment trends.

Our clients include leading software companies like Hotjar and Hopin. Household names like James Villas and British Airways are also amongst our thriving customer base. Read their case studies here and get some tips on your support processes.

How does sentiment analysis work?

Sentiment analysis involves using natural language processing (NLP) to determine the emotional tone behind words. It categorizes text into sentiments like positive, negative, or neutral. This process relies on machine learning algorithms that are trained on large datasets to recognize language patterns, context, and nuances. The outcome is a better understanding of customer opinions, trends, and overall sentiment towards products, services, or topics, which can be used for improving customer experience, product development, and marketing strategies.

How does SentiSum ensure accurate sentiment analysis?

SentiSum ensures accurate sentiment analysis through advanced natural language processing technologies and machine learning algorithms. It employs a custom taxonomy tailored to specific business needs, enabling granular tagging of customer feedback. Continuous learning and adaptation improve accuracy over time, allowing for precise sentiment detection and categorization tailored to each organization's unique requirements. For a comprehensive understanding of their methods, consider visiting their website directly.

How can you get started with SentiSum's Zendesk sentiment analysis integration?

To start with SentiSum's Zendesk sentiment analysis integration, you'll need need to reach out directly to SentiSum for a trial or demo here. Our sales team will show you the product and how it works in the first call, then we'll walk you through pricing and get you setup with a free trial that's custom to your business needs. It's a straightforward way to explore the features and benefits of the integration, tailored to the unique requirements of each business.

What is text analytics for Zendesk?

Zendesk ticket analysis refers to the process of analyzing unstructured text data to extract useful information such as entities, topics, themes, and relationships. Sentiment analysis, on the other hand, is a specific type of text analytics that focuses on identifying and classifying the emotional tone or sentiment expressed in text data.SentiSum combines both techniques to give deep customer insights and granular tagging capabilities.

What's the difference between sentiment analysis and text analysis in Zendesk?

Sentiment analysis and text analytics both enhance Zendesk support but focus on different aspects. Sentiment analysis evaluates the emotional tone of customer communications, prioritizing tickets based on urgency and sentiment. Text analytics, on the other hand, examines the content of communications to identify themes, trends, and keywords. While sentiment analysis is about understanding how customers feel, text analytics is about understanding what they are saying, allowing for comprehensive insights into customer needs and concerns. We combine both at SentiSum with one easy-to-use integration.

How do I turn on intelligent triage in Zendesk?

Sentiment analysis helps with intelligent triage in Zendesk by automatically analyzing the topics and emotional tone of incoming support tickets. This enables the system to prioritize tickets based on issue, urgency, and sentiment, ensuring that more critical or negatively charged tickets are addressed promptly. By categorizing tickets not just by topic but also by sentiment, support teams can respond more effectively, improving overall customer satisfaction and support efficiency.

What insights can be gained from analyzing Zendesk tickets?

Analyzing Zendesk tickets with sentiment analysis can uncover insights such as prevalent customer issues, satisfaction drivers, trends in customer sentiment over time, and agent performance metrics. This process identifies areas for improvement, highlights successful strategies, and pinpoints the root causes of customer satisfaction or dissatisfaction, enabling targeted actions to enhance customer experience and support efficiency.

What are the use cases of AI-powered ticket tagging in Zendesk?

AI-powered ticket tagging in Zendesk can streamline customer support processes by automatically categorizing inquiries, which helps in prioritizing responses based on urgency or sentiment. It aids in identifying common issues, enabling faster resolution times and improving customer satisfaction. Additionally, analyzing trends from tagged data enhances business intelligence by pinpointing areas for product or service improvement, thus directly impacting company strategies and customer experience positively.

Is your AI accurate, or am I getting sold snake oil?

The accuracy of every NLP software depends on the context. Some industries and organisations have very complex issues, some are easier to understand.

Our technology surfaces more granular insights and is very accurate compared to (1) customer service agents, (2) built-in keyword tagging tools, (3) other providers who use more generic AI models or ask you to build a taxonomy yourself.

We build you a customised taxonomy and maintain it continuously with the help of our dedicated data scientists. That means the accuracy of your tags are not dependent on the work you put in.

Either way, we recommend you start a free trial. Included in the trial is historical analysis of your data—more than enough for you to prove it works.

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