Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. What is Customer Sentiment Analysis? For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

Feedbackly

DECEMBER 14, 2023

One is the good old customer sentiment analysis, while the other is the customer emotions analytics. What is Customer Sentiment Analysis? Customer sentiment refers to how customers feel about a particular interaction or experience. Sentiment Analysis vs. Emotion Analytics: Which is Better?

Metrics 52

Metrics Measurement Touchpoint Customers 52

CloudCherry

FEBRUARY 13, 2018

To ace customer loyalty, however, any brand requires a deep understanding of customer sentiment. The common drawbacks with most systems designed to unravel customer sentiment are that the process can be time-consuming, leading to inaccurate outcomes. How positive is the sentiment associated with website experience?

Multi-Channel 186

Multi-Channel Insights Feedback Brands 186

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. You may be wondering how sentiment analysis can truly make a difference in your organization.

Feedback 83

Feedback Customer Experience Customers Retail 83

Zonka Feedback

OCTOBER 25, 2023

Introducing customer sentiment analysis - a window into the innermost thoughts of the customer. But what exactly, is sentiment analysis, and more importantly, how it can boost customer experiences? TL;DR Customer sentiment analysis enables businesses to understand their customer's thoughts.

Feedback 59

Feedback Social Media Demo Customer Journey 59

Playvox

SEPTEMBER 14, 2022

To take control, you’ve got to understand customer sentiment — how customers feel about your product or service. What Is Customer Sentiment Analysis? A sentiment score assigns a value ranging from +1 (extremely positive) to -1 (extremely negative) for certain words or phrases customers might use.

2022 79

2022 Social Media Contact Center Feedback 79

NetBase

JULY 20, 2020

Thanks to next-generation AI-powered consumer intelligences, social media sentiment analysis is now a mainstay of social analytics, but what exactly is it? Why is Sentiment Analysis Important? What is Social Sentiment Analysis? How does social sentiment analysis help then? Defining Sentiment.

Social Media 70

Social Media Consumers Brands Airlines 70

Zonka Feedback

MARCH 5, 2024

What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score.

Net Promoter Score 59

Net Promoter Score NPS Loyalty Connections 59

Kustomer

JANUARY 26, 2022

Customer sentiment analysis helps provide valuable insight into the mind of the customer and it empowers agents with data that allows them to go above and beyond, while also providing customers with an experience that promotes not only satisfaction , but also encourages loyalty. What Is Customer Sentiment Analysis?

Multi-Channel 52

Multi-Channel Social Media Omnichannel Loyalty 52

InMoment XI

MAY 3, 2024

Customer Pulse Feedback: Real-time feedback channels that capture customer sentiments and preferences. Digital Post Fulfillment and Post-Purchase Data: Analysis of customer interactions and feedback after digital purchases, aiding in refining the online shopping experience.

Retail 260

Retail Return on Investment ROI Customer Centricity 260

BirdEye

FEBRUARY 4, 2021

It’s a daunting task to identify sentiment themes and turn that data into actionable insights that your team can strategically leverage. Close off that Excel sheet, and let customer sentiment analysis be your guide to gain a clear understanding of what your customers are saying on a granular level. How sentiment analysis works.

Insights 64

Insights Multi-Channel Feedback Customers 64

InMoment XI

MARCH 5, 2024

Analyzing unstructured data requires more advanced techniques than standard data analysis. Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future. Where Does Unstructured Data Come From?

Customer Experience 260

Customer Experience Social Media Innovation Competitive Advantage 260

iPerceptions

MARCH 16, 2021

Automated customer sentiment analysis is essential to understanding customers’ emotions. The post How Customer Sentiment Analysis Improves the Customer Experience appeared first on Astute. Voice of customer tools can identify key insights and drive quick action.

Customer Experience 62

Customer Experience Voice of Customer Customers Insights 62

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. However, it holds immense potential to unveil customer sentiments, emotions, and expectations, which can significantly impact business decisions.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

MAY 10, 2024

This comprehensive approach enables businesses to understand customer sentiment, preferences, and problems better, empowering more informed decisions. #2: Through sentiment and emotion analysis, supported by AI, businesses can identify trends and behavioural patterns, even among customers who don’t provide direct feedback.

Social Media 260

Social Media Demo Insights Loyalty 260

Magellan Solutions

JUNE 8, 2021

AI Sentiment Analysis Provides Excellent Support In Outsource Customer Service Solutions. How AI Sentiment Analysis Improves Outsource Customer Service Solutions Delivery. AI sentiment analysis is useful for customer service outsourcing companies. Natural language analysis. Text analysis.

Customer Service 52

Customer Service Customers Social Media Information 52

InMoment XI

MARCH 18, 2024

Tapping into Unlimited Insights with AI While traditional surveys have long been a staple in understanding customer sentiment, relying solely on this method can limit the depth of insights. Every customer comment, whether from emails, social media, or customer service interactions, can be dissected for sentiment and emotion analysis.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

MAY 14, 2024

Sentiment Analysis Sentiment analysis is another important feature to consider when evaluating a healthcare reputation management software because it allows organizations to gain a deeper understanding of what patients are feeling.

Healthcare 260

Healthcare Management 2024 Hospitality 260

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Sentiment and Demographic Analysis: AI-powered tools simplify the process of extracting real-time feedback and spotting trends.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This involves tasks such as tokenization (breaking text into words), syntactic analysis (parsing sentence structure), and semantic analysis (interpreting meaning).

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

Experience Investigators by 360Connext

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative. Let’s explore three ways to uncover untold feedback: 1.

Feedback 270

Feedback Social Media Hospitality Hotels 270

Thematic

DECEMBER 19, 2018

What is sentiment analysis? Let’s define sentiment analysis as a start. If we take your customer feedback as an example, sentiment analysis (a form of text analytics) measures the attitude of the customer towards the aspects of a service or product which they describe in text.

Social Media 63

Social Media Measurement Feedback Document 63

NetBase

JANUARY 24, 2020

From understanding which brands are gaining on you, to what they offer your shared target consumers, there’s never been a better use case for Competitor Analysis Tools. By following the love – or, more technically, by using Sentiment Analysis. Transparent results that can be explored to understand sentiment origins.

Social Media 60

Social Media Apparel Brands Insights 60

Thematic

JULY 12, 2018

Have you heard of Thematic analysis ? If you are working in insights or data analysis, you will have heard of Sentiment Analysis. Sentiment analysis is important because companies want their brand being perceived positively, or at least more positively than the brands of competitors.

Poor Customer Service 59

Poor Customer Service Feedback Insights Customer Service 59

Kustomer

JULY 31, 2019

Even a superior product can fall victim to poor sentiment, as 47% of consumers report they won’t even engage with a brand after being disappointed. To deliver the most personalized customer service experience, an organization must understand customer sentiment across all channels, from online to offline, and owned to earned.

Multi-Channel 45

Multi-Channel Social Media Omnichannel Loyalty 45

InMoment XI

NOVEMBER 30, 2023

It involves monitoring, influencing, and maintaining the overall sentiment surrounding a business to ensure a positive image. Happy customers become brand advocates, amplifying positive sentiments. This feature helps you understand the overall sentiment—positive, negative, or neutral—surrounding your business.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

MARCH 25, 2024

Harness NLP and Sentiment Analysis to Monitor Brand Reputation Predictive analytics can also have a significant impact on brand reputation management efforts, helping companies anticipate, monitor, and respond to potential reputation threats more effectively. There are many ways to try to automate this task.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

NetBase

SEPTEMBER 6, 2019

And you can get on Amazon’s level by understanding in real life (IRL) purchases with the help of sentiment analysis. Would Sentiment Analysis Have Predicted Amazon Go Stores? Today, businesses can upload structured and unstructured data sources for aggregated analysis in one easy-to-use platform. next month!

Social Media 49

Social Media 2013 2014 Insights 49

Ascribe

OCTOBER 9, 2020

Sentiment analysis is used to understand the emotion behind verbatim comments from open-ended questionnaires. There are many ways to apply sentiment analysis in your business, from market research to employee surveys. What Does Sentiment Mean? Positive Sentiment Words. Negative Sentiment Words.

Measurement 45

Measurement Reference Customer Satisfaction Insights 45

NetBase

JANUARY 20, 2020

This makes sentiment analysis more important than ever, as not all memes are created equal, of course. And a brand’s place in ours: Get at the underlying sentiment. And that requires sentiment analysis, if you want to get it right. And that requires sentiment analysis, if you want to get it right.

Brands 67

Brands Marketing Social Media Consumers 67

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

NetBase

MARCH 8, 2019

When it comes to sentiment analysis , AI technology is a powerful advantage. What makes sentiment analysis so valuable is the way it contextualizes social conversations. A look at sentiment drivers for BMW and Mercedes. The post Advanced AI Sentiment Analysis: Conversational Context appeared first on NetBase.

Consumers 56

Consumers Technology Brands Interaction 56

InMoment XI

MAY 2, 2024

By leveraging automation and analytics, retail companies can gain actionable insights into customer sentiment across different locations, enabling them to make informed decisions to enhance the customer experience. Sentiment Analysis: The software should offer sentiment analysis capabilities to understand the tone and context of reviews.

Retail 260

Retail Customer Retention Management 2024 260

Wootric

OCTOBER 19, 2018

In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial. Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Employee Turnover and Absenteeism.

Healthcare 58

Healthcare Engagement Feedback Hospitality 58

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. This aspect of sentiment analysis uses a BERT deep learning model to assign an emotion to the speaker or subject of a sentence or thought.

Social Media 260

Social Media Insights Metrics Loyalty 260

InMoment XI

APRIL 23, 2024

Drive Smarter Actions with: Automation of Repetitive Tasks Smartest Actions aim to free up employees from repetitive tasks by automating routine processes such as responding to feedback and data analysis. This enables businesses to allocate resources more efficiently and focus on initiatives that drive meaningful outcomes.

Social Media 260

Social Media Insights Feedback Loyalty 260

InMoment XI

FEBRUARY 8, 2024

These tools can extract valuable insights such as sentiment analysis , key topics discussed, and the effectiveness of agent responses. AI-Driven Text Analytics Text analytics are a powerful feature that automates the analysis of written communication including emails, chat transcripts, and social media interactions.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260