“In a world where products and services are becoming increasingly commoditized, the only meaningful distinction is customer experience.”
Every day, customer expectations shift. Instant responses, individualised assistance, and businesses that are available on all support platforms are what they desire. Customers have feelings for your products or services in the same way that people have feelings about other people. Anger, happiness, wrath, and enthusiasm are just a handful of the emotions that your customers have for your company.
Customers are willing to spend 140 percent more following a pleasant customer experience, according to a Deloitte survey. You can improve customer happiness and loyalty by tracking customer emotions and making data-driven decisions. But where do you get customer-emotion data, and why is it so important to your business?
What is customer sentiment?
Customer sentiment is a Key Performance Indicator (KPI) that measures how customers feel about your product, service, or brand. This emotion might range from a pleasant to a negative to a neutral feeling. Customer satisfaction (CSAT) and Net Promoter Score (NPS) are not the same thing (NPS). Customer sentiment is a qualitative measurement, whereas both of these are quantitative ones.
Customer sentiment analysis is the process of determining these customer emotions. To be more exact, customer sentiment analysis is the process of detecting consumer emotions through Natural Language Processing (NLP) or particular algorithms when they engage with your brand. Customer sentiment analysis data is critical for customer service as well as improving your sales and marketing activities.
What are the different mediums to track customer sentiment?
1. Social Media
Twitter, Facebook, and Instagram have grown from being a platform for just personal relationships to being a platform for consumer interactions. Customers are increasingly using social media platforms to communicate with businesses since people are very vocal on them. You can comprehend your customers’ sentiments by keeping track of their remarks on these networks.
Keeping track of social media comments and brand mentions, on the other hand, could be daunting. Freshdesk Social Signals employs artificial intelligence to locate and alert you of relevant tweets, allowing you to cut through the clutter on your Twitter account.
Product reviews can be found on a variety of websites, including your own and dedicated review sites, as well as app shops. They might be formatted as a 5-star rating scale or an inquiry about a product or service recommendation. This review might help you figure out how your consumers feel about your product and whether or not they would suggest it to others. These reviews have a big impact on your visitors’ and potential leads’ purchasing decisions. As a result, it’s critical to maintain track of and respond to these consumer feedback. You can thank your consumers for favourable feedback and remember to respond to bad feedback.
3. Customer Feedback
Customer feedback refers to information you obtain directly from your customers. This information can be gathered after a support conversation or sent out in the form of surveys or forms. It can be collected on a 5- or 10-point rating system with more comprehensive questions, comparable to an NPS, or as written feedback. This feedback provides you with useful information that you can use to improve your products and services.
What does customer sentiment mean for customer service?
Sentiment analysis is especially useful in support interactions, where a high degree of customer satisfaction is critical to the company’s success. Modern customer support platforms can now extract critical insights from daily ticket data and provide teams with actionable insights using advanced analytics. They can even analyse and evaluate this data in real time to present agents and supervisors with suggestions and solutions.
Instead of remaining disconnected and disorganised, data gathered from multiple departments within the firm may be compiled and made sense of as a whole using sentiment analysis. Here are some of the most effective ways that customer sentiment analysis can help your customer service team.
1. Resolve customer queries in real-time
Customers who are distressed or unhappy can be identified via sentiment analysis. The support team can develop suggestions and solutions based on customer trends and previous interactions by combing through the available information from talks with the client.
2. Personalize your responses
Nearly 70% of customers expect individualised communication from businesses. Sentiment analysis gives agents insight into consumers’ expectations and previous reactions, allowing them to tailor their responses and create a better customer experience. This has the potential to increase consumer happiness and loyalty.
3. Round the clock customer engagement
Not every business can afford to hire hundreds of agents to answer all incoming calls 24 hours a day, seven days a week. With the help of sentiment analysis and artificial intelligence, organisations can run nonstop without having to hire more workers.
Automated and generic responses are no longer the only options for chatbots. Artificial intelligence is built in, and it can assess client sentiment. While the agent is not there, it detects the customer’s intent and tone and provides contextual and exact information. With each discussion, the bot will recognise the customer’s mood and respond appropriately. If the consumer uses strong phrases that the system detects as being angry, it will immediately transfer the chat to an agent.
4. Data-driven support conversations
Sentiment analysis can assist you figure out which agents have had the most favourable contacts with customers and compile their chats. This information can be used by your support teams to improve or change underperforming chat scripts. Furthermore, sentiment analysis can track how employees deliver chat scripts by determining whether they use the appropriate tone, intonation, and word choice. This consumer sentiment data is priceless when it comes to optimising your client experience.
What does customer sentiment mean for businesses?
Businesses that have implemented sentiment analysis have noticed a significant boost in customer service quality. Here are a few advantages that client sentiment analysis data can provide to your company.
Get to know your audience: Customer Sentiment Analysis allows you to have a deeper knowledge of your customers’ emotions, allowing you to provide better customer care. Client input will also assist your product teams in upgrading items to meet customer wants.
Build your brand’s reputation: Customer sentiment research gives you a broad picture of how your customers feel about your company. Your online reputation is influenced by reviews found on public sites such as product reviews and social media. Understanding the client sentiments expressed in these forums will aid in the alignment of your messaging and the development of your brand image.
Improve your products and services: Knowing how your customers feel about your products and services might help you improve your products and services. This data can help you add new features, updates, and other enhancements to your service.
How live chat helps understand customer sentiment
1. Collect instant customer feedback and reviews
Live chat allows you to communicate with customers in real time, which allows you to better understand their emotions as they interact with you. After you finish a support session or resolve an incoming ticket, you can collect feedback from clients. You may also use live chat to reach out to customers in advance to learn about their reactions to your service or product. This will also provide information on any unpleasant experiences that need to be addressed, as well as aid in the planning of retention initiatives.
2. Deploy a chatbot for interactive customer feedback
Chatbots are increasingly being employed in customer service. These intelligent chatbots can simulate human conversations and engage in small talk with customers, thanks to AI and machine learning. Instead of forcing customers to fill out a feedback or survey form, you can use chat to collect input from them in an interactive manner. This information can be used to train your chatbots and help them improve with each interaction with a consumer.
Freshdesk Through intelligent automation, messaging chatbots can deliver rapid replies to consumer queries. Instead of sending out written robotic responses, they may engage with customers and turn them into brand evangelists.
3. Monitor your support tickets
One of the most common ways for your consumers to express their complaints and concerns is through support tickets. You can gain insight into your customers’ true difficulties with your products and services by monitoring your incoming support tickets. Freshdesk Messaging allows you to track client inquiries via your in-app support, website, and messaging channels like as WhatsApp, Facebook Messenger, and Apple Business Chat. This will provide you with centralised client sentiment data.
Overall, sentiment analysis is without a doubt the way of the future for customer service representatives. The importance of the function of agents cannot be overstated, and the insights that sentiment analysis may provide will strengthen their abilities and interactions. Businesses that rely on client satisfaction but haven’t yet invested in trustworthy sentiment research solutions should do so as soon as possible. Customers will be loyal, agents will be effective, and companies will be at the forefront of the customer service sector if they accomplish this.