ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. This helps organizations identify trends, sentiments, and areas for improvement.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

NOVEMBER 3, 2024

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

CX 442

CX B2B Innovation Sentiment Analysis 442

eglobalis

AUGUST 19, 2024

360-Degree Feedback Systems Comprehensive feedback systems collect data from multiple touchpoints,voice of customer, including surveys, social media, and direct interactions, offering a holistic view of the customer experience and enabling more strategic improvements.

NPS 308

NPS Net Promoter Score VOC Actionable Insights 308

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.

Sentiment Analysis 59

Sentiment Analysis Machine Learning Social Media Customer Feedback 59

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

Execs In The Know

AUGUST 12, 2024

Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis? Zendesk defines sentiment analysis as a metric that businesses use to measure customer perceptions and feelings toward their brand.

Sentiment Analysis 52

Sentiment Analysis AI CX Machine Learning 52

Lumoa

JANUARY 8, 2024

Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone. Sentiment analysis steps in, swiftly categorizing these reviews as positive, negative, or neutral. This ensures no valuable insight slips through the cracks, whether it’s social media comments, email feedback, or survey responses.

Sentiment Analysis 147

Sentiment Analysis Text Analytics Machine Learning ML 147

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

Experience Investigators

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.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Return Customer

JULY 10, 2019

One in two millennials has complained about a brand on social media. The world is heading more and more towards an internet-enabled paradigm, where social media is ruling the way people communicate with each other. Social media can act as a double-edged sword with its massive reach. Microsoft ).

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound. And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Confirmit

MARCH 5, 2017

Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.) to determine the sentiment by category for each item of text. Voice of the Customer Voice of the Employee Market Research.

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40

Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. However, he offers some practical tips in this area: Begin with a form of sentiment analysis. From attitudinal data, the algorithm can extrapolate behavioral nuances. Decide what the appropriate response would be to each group.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

ECXO

MARCH 24, 2024

It can process information about a customer’s past purchases, browsing history, and even social media activity. 5. Social Media Engagement: Metrics like likes, shares, comments, and mentions on social media platforms provide insights into customers’ preferences, brand sentiment, and engagement levels.

AI 156

AI Customer Experience Social Media Machine Learning 156

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Predictive Analytics Customer Experience 69

Beyond Philosophy

AUGUST 25, 2022

However, he also says that these channels are likely to become Apps, like social media platform preferences, instead of communication channel preferences. We’ve built the tool sets to do that understanding, to do intent detection, do sentiment analysis, and also understand all from where customers come to interact.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Zendesk

AUGUST 30, 2022

Connect SupportLogic to Zendesk and unlock a myriad of benefits that include case escalation prediction, AI-powered ticket backlog management, intelligent ticket routing, agent coaching and optimization, sentiment analysis, and even customer churn prediction. Instantly send SMS and MMS messages using both templated and customized SMS.

Social Media 98

Social Media Sentiment Analysis Machine Learning Technology 98

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Besides just creating surveys, it’s also possible to identify customer sentiments in feedback with their sentiment analysis feature. Analyze feedback in more than 60+ languages.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Qualtrics

SEPTEMBER 26, 2019

Survey results, customer reviews, social media mentions, oh my. Sentiment analysis. Let’s look at the importance of sentiment analysis and how it can be used to improve customer experience through direct and indirect interactions with your brand. What is sentiment analysis?

Sentiment Analysis 24

Sentiment Analysis Social Media Customer Experience Net Promoter Score 24

Comm100

OCTOBER 19, 2022

That’s a fancy way of saying you need to use your bot across all your platforms (website, social media, WhatsApp, etc.). 6 Sentiment Analysis. Sentiment analysis is a feature that can identify whether a customer response is positive, negative, or neutral. 7 Chatbot Marketing.

Sentiment Analysis 96

Sentiment Analysis Artificial Intelligence Omnichannel AI 96

Fonolo

FEBRUARY 14, 2023

Because your customers expect to be able to reach you on their preferred type of channel — this can include chat, email, social media, and more. 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

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Since Qualtrics is a rather versatile solution, you can also do advanced statistical analysis such as regression, cluster, and correlation analysis.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Execs In The Know

AUGUST 10, 2021

They’re embracing social media and a variety of recruitment channels to uncover and engage with a diverse pool of candidates and promote their employer’s value propositions. At Conduent, we’re also using sophisticated speech and language detection tools that diagnose sentiment analysis and help reduce the risk of fraud.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

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

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. You can collect VoC data through surveys like Capital Bank’s, social media monitoring, customer service interactions, or other qualitative sources. Social Media Analytics.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

CSAT.AI

AUGUST 17, 2022

For unhappy customers that means activity like those who purchase infrequently, abandon cart items, search for items your company doesn’t carry, have negative service interactions, or make negative social media references to your company.

Customer Service 105

Customer Service Sentiment Analysis Gaming Hospitality 105

Fonolo

DECEMBER 1, 2022

Put simply, software with omnichannel functionality lets your customers move seamlessly across all inbound channels including phone, chat, email, and social media, while their service journey is captured and shared with agents in real time. What is Omnichannel Functionality? .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Kerry Bodine

OCTOBER 4, 2016

In recent years, sentiment analysis on large qualitative data sets like survey verbatims and social media content has delivered insights that tap into the best of both qual and quant research. That means there’s a chance that your participants don’t represent your larger customer base. Quant/Qual Hybrid Research.

Sentiment Analysis 69

Sentiment Analysis Customer Journey Map Social Media 69

Callminer

NOVEMBER 6, 2019

Data visualization also helps surface other valuable marketing analytics and performance indicators that might be important to your business – customer lifetime value, demand generation, marketing mix efficiency and sentiment analysis.” When setting a dashboard up for someone else (CEO, VP Sales, Social Media Team etc.):

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

SurveySensum

SEPTEMBER 14, 2020

Customers prefer to interact digitally across social media channels, chats, or apps than on calls. The number of website traffic, online transactions, and social media engagement have increased. Social media listening tools: . Run text and sentiment analysis to identify common trends and themes.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Lumoa

JANUARY 23, 2018

Feedback arrives in other forms as well: pure text sent via various channels directly to the company, comments in social media, reviews in application stores and online stores etc. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Omnichannel : Providing seamless customer support across multiple channels like website, social media, chat, phone and text. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc.,

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

CSAT.AI

SEPTEMBER 25, 2017

Opinions shared on social media and review sites might be in the thousands daily. Many companies use social media monitoring tools to find and review one-by-one brand mentions, but what those tools don’t tell you is how do consumers feel about your brand.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

CSAT.AI

SEPTEMBER 7, 2022

Large groups of consumers acting en masse through social media, review forums , blogs or video can uplift or damage a brand. 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. Some recover.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

Win the Customer

AUGUST 8, 2023

Automating Feedback Collection AI-powered chatbots and sentiment analysis tools have revolutionized the way businesses collect customer feedback. These intelligent systems engage with customers in real-time, be it on a website, app, or social media platform.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Predictive Analytics 52

Comm100

DECEMBER 16, 2024

Sentiment analysis AI analyzes customer text or speech to gauge emotion and tone, categorizing interactions as positive, neutral, or negative. Omni-channel support AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), keeping context intact.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

CSAT.AI

APRIL 12, 2023

For customers on social media channels, offer a link to an agent chat or call when the ticket can’t be closed on that channel. The post Customer Service Escalation: When Human Service is Most Valuable appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Customer Service 87

Customer Service Sentiment Analysis Omnichannel Legal 87