Retently

MARCH 17, 2025

Thats why the best CX reports balance quantitative data (stats, graphs, trends) with qualitative insights (customer feedback, sentiment analysis, and real examples). Lets break down the three main styles of CX reporting: Support/Service-Focused, Customer Experience (CX)-Centric, and the Balanced Middle-Ground.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

DECEMBER 2, 2019

Operator and Reports have moved to the main group of options in the left menu, so the features you use most often are all together in one place. Automatically tag conversations and run sentiment analysis. For instance, this is where you will now find Product Tours. Install from the App Store , or find out more here.

Sentiment Analysis 38

Sentiment Analysis Start-ups Sales Customer Experience 38

SurveySensum

APRIL 11, 2025

Lets now understand how to execute key driver analysis effectively. Best Practices To Perform Key Driver Analysis Many businesses struggle with key driver analysis mainly because they dont know where to start and which KPIs they should track. Numbers dont tell the whole story – customer sentiment does.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

CSAT.AI

SEPTEMBER 14, 2022

There is more nuance to this, but these are the main differentiating factors: Well crafted customer success management prevents issues before they occur (proactive). What Makes Customer Success Managers and Customer Service Different. By contrast, customer service mainly solves issues after they occur (reactive).

Customer Service 102

Customer Service Sentiment Analysis Customer Retention AI 102

CommBox

JULY 11, 2024

In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving. It includes applications like chatbots, sentiment analysis tools, and predictive analytics. Benefits of AI in Customer Service AI has many practical advantages in customer service.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52

Retently

JULY 3, 2024

What was your main reason for choosing our product/service?” Coding is like putting labels on each response to highlight the main idea or topic. There are two main ways to code data: deductive and inductive. Thematic analysis helps you see the bigger picture and understand the main issues or positives highlighted by respondents.

Sentiment Analysis 142

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 142

Callminer

NOVEMBER 6, 2019

Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility. We also do sentiment analysis to spot trends, scoring models for nurturing, segmentation analysis, attribution modeling, behavior modeling, etc.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

SurveySensum

OCTOBER 28, 2024

By adding NPS to your business goals, you are using customer loyalty as a main tool to drive improvements and track the success of various initiatives. Just as a team reviews game footage, you can leverage real-time feedback and sentiment analysis to pinpoint your promoters and detractors, enhancing the customer experience.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Qualtrics

NOVEMBER 19, 2021

What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Why is sentiment analysis important? And this is where sentiment analysis algorithms come into play.

Sentiment Analysis 26

Sentiment Analysis Machine Learning Social Media Engineering 26

Fonolo

FEBRUARY 14, 2023

Features of Call Center Automation Software Now that we’ve established the main benefits of call center automation software, it’s time to break down the key features. They also use predictive AI tools to power their features, which include: Self-service features Intelligent call routing Sentiment analysis 6.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

CSAT.AI

APRIL 12, 2023

Have the virtual agent automatically escalate to a human agent after a set number of ineffective questions, return trips to the main menu or keywords/buttons the customer uses. Internal SLAs delineate how different teams or departments agree to function together. Here we’re mainly talking about customer SLAs.

Customer Service 87

Customer Service Sentiment Analysis Omnichannel Legal 87

Fonolo

DECEMBER 1, 2022

As the name suggests, the main difference between cloud and on-premises software is the location where the software lives. AI-based customer sentiment analysis notices keywords like “late order” or “refund” to help direct calls. . How to Buy Contact Center Software. Cloud vs. On-Premises Software .

Contact Center 87

Contact Center Omnichannel Artificial Intelligence Sentiment Analysis 87

Retently

JULY 28, 2019

We’ve already written an in-depth article about customer feedback loop , and the main idea is this: it’s a customer insight-driven process that helps you continuously improve your products and services. A good way to do that is to look into the customer feedback in order to spot the main problems your customers deal with.

Customer Feedback 85

Customer Feedback Sentiment Analysis NPS Customer Experience Management 85

CommBox

OCTOBER 18, 2023

How to use generative AI to boost conversational AI-powered experiences Sentiment Analysis Generative AI can identify emotional nuances during customer conversations, and generate a more sensitive, tailored response to what a customer is feeling, ensuring a holistic and emotionally intelligent customer experience.

AI 98

AI Customer Service CX E-commerce 98

InteractionMetrics

DECEMBER 10, 2024

This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. And yet, sentiment analysis is only one piece of the puzzle and not the most actionable piece. What was the best part of your experience with <CompanyABC>?

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Lumoa

JANUARY 3, 2023

These questions are at the end of the survey for two main reasons: . . The main point here is that in most cases, you can actually go by, or solve with a simple KPI and a “why” question. . End with the classification questions – These are questions about demographics. For example, age, gender, household income etc. . .

NPS 147

NPS Touchpoint Construction Close the Loop 147

SurveySensum

JANUARY 27, 2022

The main benefits of having customer experience software are. It also uses sentimental analysis to determine customer emotions and segments them into promoters, detractors, and passives so that appropriate action can be taken. ? Sentiment analysis. Text and Sentiment Analysis.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

CSAT.AI

SEPTEMBER 7, 2022

Even as inflation rose in the US in 2022 and cost became a main buying factor, values-based metrics remain important. The post Watch Your Words: The Cycle of Lies in Customer Service appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

Customer Experience Matrix

OCTOBER 14, 2016

Paradoxically, the main result of Datorama’s specialization is flexibility. It can also clean, transform, classify, and reformat the inputs to make them more usable, applying advanced features like rules, formulas, and sentiment analysis.

Machine Learning 69

Machine Learning Sentiment Analysis Social Listening Engineering 69

CSAT.AI

MARCH 27, 2023

In addition, customer service managers should be aware of the three main types of customer needs: functional, social, and emotional. Automated QA and sentiment analysis give leaders and agents insight into what is working and what needs improvement. However, actionable data analytics aren’t just for Amazon-sized companies.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Lumoa

APRIL 3, 2018

Understanding why your customers are happy or unhappy is the main reason why you should ask for feedback in the first place. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative. That's where text analytics technologies come into play.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Retently

JANUARY 13, 2019

Understand the Net Promoter Score Analysis. Feedback Sentiment Analysis. If you’re not very familiar with customer sentiment analysis, think of it as an information processing method that can be used to determine customer opinions based on the sentiment (positive, negative, neutral) associated with their comments.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

Aquire

JULY 1, 2021

Sentiment analysis. This technology isn’t necessary for a conversational bot to work, but it does help take things up a notch, providing a way to process and identify user emotions by analyzing the sentiment of the words they’re using. Enter conversational AI.

AI 125

AI Artificial Intelligence Machine Learning ML 125

CSAT.AI

JANUARY 4, 2023

Identify your new holiday customers and separate them from your main customer base. The post Segmentation of Holiday Customers and Key KPIs appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Track Holiday Customer Data Separately.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

SurveySensum

NOVEMBER 11, 2021

We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Here are the main reasons why it is the right time to look for a Qualtrics competitor. . Derive significant insights from customer feedback by utilizing text and sentiment analysis.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Lumoa

JUNE 2, 2022

Focus on Sentiment Rather than Quantitative Ratings “There’s no need to ask 50 questions and there’s no need for all of these to be quantitative. What is important is to use sentiment analysis in order to determine what customers have to say about the experience they just had. says Matthieu. “A

Customer Feedback 78

Customer Feedback Sentiment Analysis Touchpoint Start-ups 78

Retently

AUGUST 5, 2024

The platform’s robust reporting features provide detailed analytics and sentiment analysis, offering actionable insights for strategic decisions. People also appreciate the automation features and the analysis capabilities. The platform is user-friendly, making it easy to create and send surveys.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Shep Hyken

AUGUST 5, 2022

Perhaps this could be one of the main reasons businesses nowadays embrace new-age technologies and tools like voice bots and chatbots.? . Its groundbreaking sentiment analysis model assigns an emotional score to the customer inputs. Technology solutions and automation have the power to improve customer service in multiple ways.

Contact Center 69

Contact Center Artificial Intelligence Sentiment Analysis ML 69

SurveySensum

DECEMBER 29, 2021

Given below are the 4 main types of customer segmentation: . The main goal of this process is to find profitable customers for your business and retain them. . Here are the main reasons why you should choose SurveySensum for customer segmentation. . Accurate Data Analysis. Text and Sentiment Analysis.

Sentiment Analysis 52

Sentiment Analysis Manufacturing NPS Education 52

TeamSupport

NOVEMBER 9, 2018

Sentiment analysis – What if I told you there was a way to get a “feel” for a ticket without reading it? Sentiment analysis can do this and it’s become a great feature for optimizing the work loads of support teams. Live chat – Not always an essential customer support feature in the past, live chat is now a must-have.

B2B 53

B2B Sentiment Analysis B2C CRM 53

Experience Investigators

MAY 7, 2024

To help you start or fine-tune your AI strategy, let’s explore the main things customer experience leaders need to know about AI and its close companion generative AI. Predictive Analytics and Sentiment Analysis : AI algorithms can sift through vast amounts of customer data. What Are Artificial Intelligence and Generative AI?

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

CommBox

JULY 18, 2024

Enhancing Emotional Connections with Sentiment Analysis Jane’s team utilises sentiment analysis to provide attentive and personalised responses to customers. Introduction: The Quest for Connection In today’s busy digital world, customer service is mainly done through automated systems and virtual interactions.

AI 52

AI Sentiment Analysis Customer Experience Artificial Intelligence 52

TeamSupport

AUGUST 30, 2019

Here are a few examples of the innovative tech and how it can positively impact customer support teams: Text analysis – Commonly referred to as sentiment analysis , this type of emotion detection relies on complex algorithms to label large blocks of text instantly with a specific emotion.

Net Promoter Score 60

Net Promoter Score Sentiment Analysis NPS Technology 60

CSAT.AI

FEBRUARY 6, 2019

There are many QA tools that exist, but what is the main objective in using them? The post A Chat about QA Tools and Process appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis. Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance.

Legal 78

Legal Net Promoter Score Sentiment Analysis Compliance 78

SurveySensum

NOVEMBER 27, 2023

Challenge 6: Sentiment Analysis How do you know WHAT your users actually mean in their feedback, especially in open-ended feedback? To resolve this issue, you should use a sentiment analysis tool. With this, you can streamline the analysis process. This can mess up the overall understanding of what all users feel.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

SurveySensum

SEPTEMBER 14, 2020

Anna Muchnik, Digital Marketing Manager at Itransition says, “Empathy and emotional intelligence are now the main differentiators when it comes to competition for employees and customers alike. Run text and sentiment analysis to identify common trends and themes. It’s their job to keep the customer happy.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59