Sentiment Analysis: Using it to The Customer’s Advantage

Using sentiment analysis for CX

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Sentiment Analysis
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Published: March 17, 2021

Rebekah Carter

The rapid adoption of big data and artificial intelligence only accelerated even further during 2020. Today, many companies rely on at least some artificial intelligence aspect to deliver better experiences to their customers and ensure stronger brand relationships.

Sentiment analysis is just one example of the AI technology solutions that today’s companies can use to drive stronger outcomes for customers. With sentiment analysis, it’s possible to detect how a customer feels in real-time, making it easier to adapt the client conversation for better chances of success. So, how do companies use sentiment analysis to the customer’s advantage?

Using Sentiment Analysis for CX

Sentiment analysis uses artificial intelligence and machine learning to automatically identify positive and negative emotional responses in customers. This insight allows companies to determine what customers like and dislike about their interactions with a brand. The more we know about how our customers respond to things like upsell opportunities and sales, the easier it is to plan for better campaign results. Sentiment analysis can also help with CX by:

  • Helping to solve problems faster: Sentiment analysis tools can accurately identify distressed or unhappy customers in a service conversation. An automated solution could then notify managers or supervisors that an agent is struggling, allowing for real-time assistance. This means that even remote employees can get the extra support they need
  • Data-driven scripts: For outbound sales and service solutions, sentiment analysis can detect which agents have the most positive interactions with customers. From there, positive conversations can be implemented into playbooks, scripts, and strategies that other team members can follow to resolve problems faster
  • Predicting the future: By evaluating a customer’s sentiment about particular products and services, and their response to additional sales opportunities, companies can sometimes determine what audience members might need ahead of time
  • Better personalisation’s: Sentiment analysis can determine how a customer feels about different products and services. This ensures that when an agent comes to deliver offers to a customer, they can focus on offering recommendations that are tailor-made for the client in question

An Emotional Way to Offer Customer Service

Sentiment analysis is just another way that companies in the modern landscape can get better insights into customers and their needs. Through sentiment analysis, we can determine in real-time whether a conversation is going badly, making it easier for supervisors and managers to see when agents need help. At the same time, sentiment analysis makes it easier for us to understand what customers like and dislike, so we can adapt the customer journey to suit their needs.

When business leaders can understand the emotion, and intent between each interaction with a customer, it’s easier to determine some of the most effective ways to make service, sales, and support conversations more appealing for each client.

Sentiment analysis gets to the heart of how a customer feels about a brand or a product. From there, we can build some great relationships.

 

 

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