The SentiSum Blog

Why FinTech companies need to leverage customer sentiment analysis

Learn why fintech companies need to make the most of customer sentiment analysis.

Customer Feedback Benefits: 5 Ways It Improves Customer Satisfaction

Are you utilising the benefits of customer feedback? Here are 5 ways customer feedback improves customer satisfaction.

How James Villas Reduced First Response Time by 46% With AI Based Automation

Here's how AI-based ticket triage automation reduced James Villas' first response time by 46% to key customers.

4 Engaging Ways to Present a Survey Analysis Report (With Samples)

Survey analysis reports don't have to be boring. Here are 4 examples of fun ways to visualisation your survey findings.

SentiSum’s Automated Tagging & CS Analytics, Now Available on Dixa

We've partnered to bring granular CX insights from support conversations, surveys and reviews to Dixa customers.

New in SentiSum: Customised Views and Advanced Filters

In this article, we're highlighting just two new features, both of which improve the ease & accessibility of analytics.

6 ways to scale customer support [Part 1]

We take a look at the challenges facing a scaling support team and six solution areas to focus on.

How AI in customer service helps you scale

We take a look at how AI in customer service solves the problems facing scaling support teams.

How to automate ticket tagging using NLP tools (and why you should)

Automating your ticket classification and topic tagging with machine learning is a critical step for innovative CX.

How award-winning retailer, Schuh, uses AI analytics to make sense of large volumes of VoC data in seconds

Schuh was flooded with voice of the customer data. With SentiSum's AI analytics, they made sense of it in real-time

9 ways to properly prioritize customer service requests

Ticket prioritization is critical to CX. Here are 9 different ways you should prioritize customer support conversations.

Customer Satisfaction: Measure, Analyse and Improve CSAT

Customer satisfaction is all about promises and expectations. This guide teaches you how to close the gap between them.

5 Rules for Turning Customers Into Brand Advocates: An Analysis of 300k+ Customer Reviews

Customer review sentiment analytics in action. Lessons on how to grow brand advocates.

Customer journey mapping: A six step expert guide

A complete guide to customer experience journey mapping by a senior CX leader. Lots customer journey mapping examples.

This guy works in a call center and draws rude customers—they are hilarious

Customer service agent, Ser Antwon, draws rude customers in cartoon form. Here's 14 of our favourites.

22 ways to use AI ticket tags to optimise customer service

Customer service AI's can now uncover granular, actionable customer insights in real-time. Here's 22 things that unlocks

4 unique tactics to sell the value of customer service & experience internally

The value of customer experience is not clear to everyone. Use these tactics to sell the value of CX and CS internally.

How we democratise customer service insights reporting via your inbox

Customer service reporting metrics should be delivered via email, to everyone, every day. Silos don't help anybody.

8 unique customer service improvement ideas you can use to drive ROI

Multiple customer service improvement ideas you can use to improve customer satisfaction and plan process improvement.

+6 ways to prevent burnout in your customer service team

Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.

The Future of Customer Service: Emerging Trends & Innovations (2021-2026)

Here is the future of customer service. We look at customer service trends, future industry direction, and more.

Is WhatsApp the future of customer support?

WhatsApp Business has 50 million users and 800% growth on Zendesk. Here's how to get more from it as a support channel.

How to buy AI for customer experience analytics

We discuss what steps you must take to select the right AI for customer experience tool—7 questions you must ask.

Why is machine learning NLP so good at Zendesk support ticket categorisation?

Machine learning-based NLP: Learn why it's so useful for automating Zendesk's ticket tagging and categorization?

Customer service retention: How insights solve your retention problem

Customer service and retention go hand in hand. Here's how support ticket log data can help boost customer retention.

Support tickets are your most valuable insight channel

VoC programmes fail to properly leverage support ticket insights. Here's why customer-centric leaders must start now.

Let's talk about security: Your FAQs

Data & security is critical to how we function. Here's our software security and data protection policies.

Three sure-fire ways to reduce support tickets during a user-wide technical failure

We detail three strategies used to reduce support tickets during a crisis that impacts every customer at once.

Customer service memes: 26 damn relatable memes

Clearly these customer service memes were made by pissed of customer service agents—because they are damn accurate.

Two experiments that increased Schuh's basket size, conversion rates and NPS scores

Based a recent interview with the eCommerce director, we look at how Schuh increased AOV with these experiments.

NLP and text mining: A natural fit for business growth

NLP and text mining are a natural fit. In this article, we seek to understand NLP text mining and its applications.

Text analysis: Everything you need to know

Text analysis automatically processes unstructured text at scale. Learn the definition and process of text analysis here

Customer Touchpoints | Definitions, strategies, & expert interviews

What are customer journey touchpoints and how to do your own customer touchpoint analysis.

How to manually analyze customer support tickets

Customer support ticket analysis: Analyze customer feedback from support tickets. A complete guide with a free template to get you started.

Customer feedback surveys: Why they suck and how to make them better. 

Have you ever noticed how much customer feedback surveys suck? We think so, too. Here's how to make customer feedback surveys much, much better.

What are actionable customer insights?

In this article we tackle the questions: What makes customer insights actionable? What are the characteristics of an actionable customer feedback survey?

Zendesk Apps: the best Zendesk apps for the 21st century support team

The best Zendesk apps and Zendesk integrations for the modern customer service leader.

8 e-commerce automation tools for growing SMEs

An in-depth overview of the features, benefits and pricing for eight powerful e-commerce automation tools.

An interview with Katie Stabler CCXP, Director of Customer Experience

An interview with Nicholas Zeisler CCXP, Founder of Zeisler Consulting

An interview with Angela Guedes, Head of Customer Engagement at Typeform

An interview with Queen Joseph, Founder, Customer Success & Support Ops