CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. What Are You Missing in Automation for Customer Service? Automation has many benefits but also challenges.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Execs In The Know

AUGUST 12, 2024

But behind all of the technical buzz, it’s important toconsider, how are your customers feeling at each stage of the buyer’s journey? Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Zendesk

JANUARY 30, 2023

What is customer sentiment analysis? Customer sentiment analysis is when a company uses automation to examine feedback left by customers in surveys, social media posts, and so on. Customer sentiment analysis use cases extended beyond creating return customers, however.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

SurveySensum

MARCH 10, 2025

Sentiment Analysis and Emotion Detection Words carry emotions. Thats why Sentiment Analysis and Emotion Detection are critical in Conversational Analytics. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

MARCH 3, 2025

Tracking Customer Sentiments The key to making informed business decisions is to understand how customers feel about your brand, product, or service and social media is a goldmine of customer opinions. Detect emotions : Gauge customer emotions like frustration, happiness, excitement, or disappointment.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

SurveySensum

OCTOBER 28, 2024

Support Ticket Resolution Time Customers are likely to become detractors if they experience slow or inefficient customer service. Track how quickly and effectively your support team resolves issues to ensure you’re not driving down your NPS through poor service. The reduction of churn often results in an increase in NPS.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

MARCH 26, 2025

Text mining is the process of the analysis and making sense of thousands of pieces of feedback, uncovering sentiments, patterns, pain points, etc, in mere minutes. From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

FEBRUARY 6, 2025

Survey Creation and Customization Qualtrics : It offers extensive customization options that can be overwhelming for users who are looking for a straightforward approach. Also, if you want to manage more advanced and complex surveys, you need to contact customer service agents to figure out the interface.

CX 52

CX Sentiment Analysis Text Analytics AI 52

SurveySensum

APRIL 11, 2025

Now, you can prioritize improvements that impact customer satisfaction the most. SurveySensum’s AI-powered text and sentiment analysis software automatically tags and subtags feedback into relevant categories based on relevant keywords and themes. Numbers dont tell the whole story – customer sentiment does.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

APRIL 28, 2025

Brand Example: Dropbox amplified its customer base by promoting positive testimonials and reviews on landing pages and during its referral campaign. Improves Customer Service Like lifelong learning, there is no end to customer service improvement. They need an assistant to locate it or a guide to take them there.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Retently

AUGUST 5, 2024

Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Because it provides clear, actionable insights into customer satisfaction and loyalty. Customer Service is exceptional, also rated 4.9. for Ease of Use.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Hodusoft

DECEMBER 26, 2024

They are highly sophisticated organizations that offer a wide array of services to other businesses. The services range from customer service, legal support, data entry, marketing, and more. Speaking of customer service, the sector witnessed a remarkable change.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Experience Investigators

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. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

SurveySensum

FEBRUARY 13, 2025

Send your customers newsletters, and magazine articles and let them know (You told us X and we Did XX) so they feel that you care. With SurveySensum leverage advanced sentiment analysis and text analytics to instantly decode customer emotions and pinpoint the key drivers behind your NPS score! But how can you do it?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

JULY 3, 2024

This is particularly important in customer service and feedback scenarios, where building a positive relationship with the customer can lead to greater loyalty and satisfaction. or “How does our customer service compare to others you have experienced?” It helps quantify qualitative data.

Sentiment Analysis 143

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 143

SurveySensum

JULY 17, 2024

Use of GenAI-Backed Initiatives Verizon has recently started using GenAI-backed initiatives in its customer service process To stop 100,000 customers from leaving. Understanding customers’ needs and expectations is not rocket science anymore, you just need the right tools at your disposal!

NPS 52

NPS Customer Loyalty Sentiment Analysis Actionable Insights 52

SurveySensum

SEPTEMBER 24, 2024

SurveySensum SurveySensum is an AI-enabled experience management platform that helps businesses improve their customer experience, enhance their employee experience, and optimize their product development. The platform provides a wide range of tools that help businesses streamline their customer service processes.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Which Platform Fits Your Needs?

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Execs In The Know

OCTOBER 14, 2024

Provides faster, more accurate insights AI customer feedback analysis allows organizations to identify and respond to customer information quickly. Rather than manually sorting through customer surveys or reviewing support tickets, AI can deliver actionable insights in real time. This resulted in a 9.44

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Retently

NOVEMBER 29, 2024

Here’s a full list of survey questions broken down by different customer interactions to help you capture and evaluate those critical early impressions. General Questions These broad questions can be used in almost any situation, whether it’s after an interaction with customer service or a visit to your website.

Start-ups 122

Start-ups Retail Actionable Insights Hospitality 122

Lumoa

DECEMBER 15, 2022

There’s also a free space for customers to leave their own suggestions at the bottom. You can collect VoC data through surveys like Capital Bank’s, social media monitoring, customer service interactions, or other qualitative sources. After taking action on a suggestion, they thanked the original customer who made the entry.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Large volumes of qualitative data turn into actionable insights.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Retently

MARCH 26, 2024

Scalability Your chosen platform should grow with your business, accommodating an increasing number of respondents, more complex data collection and analysis needs, or new types of surveys. Customer Experience A product might meet your needs in terms of features and price. Customer service receives a commendable score of 4,9 out of 5.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

SurveySensum

SEPTEMBER 14, 2020

Serve digital CX with new innovative technologies such as AI chatbots, intuitive applications, quick sentiment feedback with NLP, text and sentiment analysis, comprehensive CX platforms, and more. . They identify the themes on your product, brand, and support and tell you what your customers are talking about.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Hodusoft

MARCH 22, 2024

In this event, the experts will talk about the latest innovations in the field of CX as well as share insights, demonstrate products, and engage in meaningful discussions about the evolving landscape of CX solutions.

Omnichannel 52

Omnichannel CX Contact Center Sentiment Analysis 52

Retently

DECEMBER 10, 2024

Look for key features like customization, logic branching and real-time analytics. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Includes AI-powered insights for deeper analysis of feedback trends and themes. Nicereply Dashboard 8.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

SurveySensum

SEPTEMBER 30, 2024

The tool provides end-to-end CX solutions – from creating customized and multilingual surveys with DIY capabilities to gathering feedback via multiple channels and analyzing them with AI capabilities to derive actionable insights and make data-driven decisions. Manage sales, customer service, and marketing in one platform.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . Top 11 voice of the customer tools in 2022. What are VoC tools?

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. 360-degree solution for customer professionals. Makes feedback actionable.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

OCTOBER 9, 2024

Actionable and Data-Driven Insights : With an EFM system, you can automate the process of managing and analyzing thousands of feedback to extract actionable insights. Configure Feedback Channels : Configure the system to capture feedback across all your customer touchpoints.

Omnichannel 52

Omnichannel Touchpoint Social Media Sentiment Analysis 52

Zendesk

SEPTEMBER 21, 2023

Additional apps added in September: AI Prompt Pro (Support) uses AI to transform complex customer service interactions into concise summaries, and can be activated on-demand or automatically on ticket load– streamlining the response process. NPS and Survey (Support) helps you to take the most out of your interaction with customers.

Hospitality 52

Hospitality Hospitality Sentiment Analysis AI 52

MattsenKumar

SEPTEMBER 21, 2023

Decoding Speech Analytics In its essence, Speech Analytics converts customer conversations into actionable insights. Unlocking Strategic Business Opportunities Organizations adapt Speech Analytics to transform customer service to the next level, positively impacting CX.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

Retently

FEBRUARY 9, 2024

Hence, among the main areas for measuring satisfaction with customer service representatives are hold times, problem resolution effectiveness, and both knowledgeability and attitude of customer service representatives. Customer Feedback Questionnaires: Ease-of-Use and Accessibility Questions 5.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

eglobalis

DECEMBER 17, 2024

Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change. Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours.

AI 364

AI CX Sentiment Analysis Net Promoter Score 364

Hodusoft

AUGUST 3, 2022

Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy? A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service. Perks of omnichannel contact center solution for customers. across all channels.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) This feature unveils trends, sentiments, and pain points in service delivery.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52