SOFTWARE
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SentiSum uses NLP technology to accurately tag every support query at a granular level. You'll have one consistent understanding of why customers are contacting you across every contact channel.
Find us in the Zendesk marketplace.
"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 cover almost every language and contact channel (even voice).
We push tags directly to Zendesk so they can be used for analysis, routing and prioritisation.
Watch the short video to see it in action.
With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.
You, or anyone in your team, can simply switch between contact channels, filter by topic or subtopic, and have instant access to the issues facing your customers across every contact channel.
Like Google for your support data, you'll be able to answer queries from other departments by simply searching any keyword or topic.
With the addition of our voice understanding technology, you'll even be able to search for terms within phone calls.
Say goodbye to manually digging through conversations.
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.
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.
Automate your support ticket tagging and report actionable insight with ease.
Automated, granular CSAT analytics—even when no explanation is provided.
Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.
Assign a particular agent or team depending on the topic of conversation.
Automatically turn angry reviews or social media comments into tickets to be handled.
Suggest the right response for the ticket, so agents can respond quickly and efficiently.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
