SurveySensum

DECEMBER 30, 2024

Lets uncover them together, but lets start with what this platform is. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge? Source: G2 , CustomerGauge Review, Sep 11, 2024 2.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats frustrating them? Whats Next?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Fonolo

JANUARY 12, 2023

As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Sentiment Analysis : The tool detects the overall sentiment of the text, labeling it as positive, negative, or neutral based on tone and context. Reduce manual effort and speed up decision-making. Data Cleaning : It removes irrelevant data (e.g.,

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. In the old days, customer service was solely seen as the company’s clean-up crew.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

PeopleMetrics

FEBRUARY 27, 2025

This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. But heres the reality: starting slow with a pilot program is the smarter, more strategic move. If a customer leaves negative feedback, someone needs to follow up. Congratulations!

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

SurveySensum

JANUARY 16, 2025

Lets start with Qualtrics. It enables automated workflows and triggers for follow-up actions based on responses, improving efficiency. The tool also provides end-to-end CX consultation, implementation support, and onsite support, ensuring that you can get started easily all within the same costs, with no hidden pricing!

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Totango

OCTOBER 30, 2024

The once endless capital dried up and more scrutiny came into deals; CFOs began asking why, for what value and how quickly, at the same time putting more accountability on CTOs for the efficacy of the tech stack. They need to go to bed at night and wake up in the morning thinking about it. But then the ground shifted from underneath.

Sentiment Analysis 62

Sentiment Analysis Sales Start-ups Customer Retention 62

RateMyService

NOVEMBER 18, 2024

This isn’t just “making up” for a bad experience; it’s about connecting with customers on a human level. Getting started [link] Navigate to the survey builder. Include a question to capture this for sentiment analysis. Add the emotion question to either a customer or an employee experience survey.

Net Promoter Score 52

Net Promoter Score E-commerce Sentiment Analysis NPS 52

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions. Customers are telling you exactly what they want – but can you keep up?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Zendesk

JANUARY 30, 2023

And what’s especially troubling about customer sentiment is that about 20 percent of all support interactions end up being stressful and downright infuriating for consumers. What is customer sentiment analysis? This is where a customer sentiment score can help. The resulting score plays a big role in triage.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Feedback Loop Management : Agents and team leads can automate or manually manage feedback responses using customizable templates and macros, ensuring quick follow-up.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

SurveySensum

FEBRUARY 6, 2025

But are they living up to your expectations? Lets start with Qualtrics. The CX experts will help you with advanced analysis and provide you with a well-formed action plan by extracting insights from feedback and all of this will be aligned with your business goals and KPIs. Are they helping you meet your CX goals?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Intercom, Inc.

DECEMBER 2, 2019

This will allow Answer Bot to cover the most common questions, freeing up your time for more complex customer support needs. To get started with answer targeting, all you have to do is add the unique criteria or set of attributes to each answer you create. Custom Bot path analysis . Answer targeting for Answer Bot.

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

TeamSupport

JULY 8, 2020

In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

Comm100

DECEMBER 16, 2024

Sentiment analysis AI analyzes customer text or speech to gauge emotion and tone, categorizing interactions as positive, neutral, or negative. Features like sentiment analysis further assist agents by providing real-time insights into customer emotions, enabling more meaningful and effective interactions.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Fonolo

MARCH 2, 2023

From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound. This is beyond just logging on to the brand website and typing into the chat that pops up. Here’s what’s cool: We can match them up with other customers who are exactly the same as them.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Your CES tool needs to keep up. Automated Alerts and Follow-Ups Real-time feedback identifies issues, but automation ensures swift action.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

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. These tools can also work during video calls with customers!

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Fonolo

FEBRUARY 16, 2021

Yes, digital channels, live chat, and email have their place, but people will always pick up the phone when they have a complex and urgent issue. Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. You can learn more about the power of Conversation Scheduling here.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Beyond Philosophy

AUGUST 25, 2022

First, it starts with understanding your customers, which involves customer segmentation, which means dividing them into like groupings with targeted approaches that appeal to what they have in common and value collectively. Triant agrees, adding that recruitment is the first place to start building a proactive experience.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

SurveySensum

FEBRUARY 13, 2025

Without a clear starting point, any improvements in NPS lack context, making it difficult to track the true impact of your efforts. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 3. STEP 4: Never ignore the NPS follow-up question. What is the current response rate?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

OCTOBER 28, 2024

Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free Why NPS Works? When revenue starts to drop, traditional sales and marketing KPIs might give you a heads-up—but they fall short when it comes to explaining why. Design, Launch, and Optimize NPS Surveys Effortlessly with SurveySensum!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Lumoa

JANUARY 11, 2022

However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. You can easily identify the topics that drives your NPS score up and down. Key Features Understand what drives the NPS up and down, and with how much. Promotoer.io

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Hodusoft

NOVEMBER 27, 2024

That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one!

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Lumoa

JANUARY 23, 2018

The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. Topic analysis reveals topics that are most talked about. Sentiment analysis involves analyzing subjective material and extracting attitudinal information. Both approaches have their merits.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

CSAT.AI

SEPTEMBER 22, 2022

To start, conversational AI can respond to simple inquiries that your business gets most often from customers. This saves time, prevents having to put customers on hold or tying up a manager. says, “Successful CX outcomes utilize sentiment analysis to augment current conversational AI. How CAI Helps You and Your CSAs.

AI 101

AI Sentiment Analysis Machine Learning CX 101

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. So I started there, and then I took a couple of detours, which will make sense someday. We had lines out the door the first time I put up a little blackboard.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

InteractionMetrics

DECEMBER 10, 2024

Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? TIP: When analyzing open ended survey questions, start by considering which department each comment belongs to, and keep in mind that often within a single comment, multiple departments may be involved. But is AI your best solution? Are there any downsides?

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

SurveySensum

MARCH 19, 2025

No additional training is required to get started. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free Qualtrics vs Microsoft Forms: Comparison Both Qualtrics and Microsoft Forms offer several features and tools to analyze the user experience and drive growth.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

TeamSupport

DECEMBER 14, 2018

Customers increasingly expect chat solutions to be extremely fluid, switching between mediums (text, video, screen sharing) as needed on the fly without being forced to change applications or start over. Examples include sentiment analysis, predictive chat, and distress scoring.

Customer Service 111

Customer Service Sentiment Analysis B2C B2B 111

Retently

JULY 3, 2024

opens up a dialogue that can lead to more engaged and satisfied customers. Let’s dive into some examples of how you can strategically use open-ended questions in various environments to see their impact and utility, starting with customer feedback questions: 1. For instance, asking “How can we improve your experience?” The result?

Sentiment Analysis 142

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 142

Comm100

OCTOBER 19, 2022

6 Sentiment Analysis. Sentiment analysis is a feature that can identify whether a customer response is positive, negative, or neutral. Sentiment analysis comes in handy when you examine brand monitoring, market research, product analytics, and customer service. Wrapping It Up. 7 Chatbot Marketing.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Omnichannel AI 98

TeamSupport

OCTOBER 26, 2020

TeamSupport leverages IBM® Watson® to determine sentiment analysis and gauge whether a customer is happy or at risk. However, always follow that up with a written explanation and compensation to maintain good customer relations. Problem-Solving Mindset.

Customer Service 98

Customer Service Sentiment Analysis B2B Education 98

Callminer

NOVEMBER 6, 2019

As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Time spent simply trying to make heads or tails of an up to date dataset is time that could be spent acting on the insights it provides. Expert Tips for Leveraging Data Visualization Tools.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140