Sentiment analysis is the new kid on the live chat block.
In recent years, brands have only begun to grasp the benefits of sentiment analysis when embedded within their chat channels.
In addition to providing key insights into customer experiences, this new technology detects the emotional tone as they interact with your customer-facing team, thus positioning itself as a major disruptive force in the customer service industry.
However, to capitalize on the potential of sentiment analysis, you must place your bet on a solution that nails it every time when it comes to determining customers’ intent. And nothing is better than Zendesk when it comes to enhancing customer relationships.
In this blog post, we’ll explore the nitty-gritty of sentiment analysis, how it helps you improve customer service, and all about the Zendesk tool kit for Sentiment Analysis to help you deliver superior CX.
What is Customer Sentiment Analysis?
Customer sentiment analysis measures how customers feel about a brand.
Whenever customers interact with a brand, product, or advertisement, the goal is to track their feelings or emotions.
That’s what sentiment analysis tools do.
It helps to track customers’ emotions and helps the customer-facing team take relevant action based on this data. Sentiment analysis can also be used to determine specific feelings, such as sadness, happiness, excitement, fear, and so on.
By collecting and analyzing feedback from customers, sentiment analysis lets businesses identify patterns in customer complaints or issues and improve their products and services to increase customer loyalty and satisfaction.
Now that you know what customer sentiment analysis is, here is what it means for your customer-facing teams.
What Does Sentiment Analysis Mean for Customer Service?
When businesses depend on high levels of customer satisfaction, sentiment analysis can be especially useful.
With advanced analytics, modern customer service solutions can extract valuable insights from the data received through tickets every day. Sentiment analysis provides a unified view of data from various departments within the company.
Here are a few examples of how customer sentiment analysis can enhance the productivity of your customer service team.
1. Provide Quick and Efficient support
The support team can develop suggestions and solutions based on data provided by the sentiment analysis tool.
For instance: Smart Assist and Intelligent Triage, offered by Zendesk, detects and displays helpful context about customers’ tickets, along with recommendations for how agents should proceed.
Here’s how it provides accurate and faster case resolution:
- Let’s assume there is a customer who submits a ticket complaining about a damaged item.
- Based on over 100 prebuilt intents specific to your industry, intelligent triage automatically tags the ticket with an item that has a problem or is damaged on arrival.
- Now, this ticket is automatically routed to the right agent for faster resolution.
2. 24/7 Customer Service
Many companies cannot afford to hire hundreds of agents to handle all incoming conversations 24 hours a day, 7 days a week. However, with sentiment analysis and artificial intelligence, businesses can now run nonstop without hiring more employees.
Today’s chatbots aren’t limited to generic and automated responses. They are equipped with artificial intelligence that can analyze customer sentiment. By detecting customers’ intentions and tone, it can offer contextual and precise information without an agent present.
Every time the bot converses with customers, it will understand their mood and respond accordingly. It will directly transfer the conversation to an agent if the customer uses harsh words that show anger.
3. Data-Driven Conversations
Sentiment analysis helps you identify which agents have had the most positive customer interactions. This information can be used by your support teams to improve or alter underperforming chat scripts.
Additionally, sentiment analysis can detect if employees use the right tone, intonation, and choice of words when delivering their chat scripts. You can improve your customer experience with this sentiment data.
Now that you know how sentiment analysis can do your support reps the world of good, the next important step is to equip them with the right tools.
This is when Zendesk shines the brightest with its sentiment analysis tools.
Here’s what you need to know about it:
Zendesk’s Customer Sentiment and Intent Functionality Powered by Machine Learning
Zendesk has introduced Intelligent Triage and Smart Assist, two artificial intelligence-driven solutions that give businesses the ability to triage customer support requests automatically and access key data at scale.
Through account-specific, data-driven models customized for individual use cases, companies can leverage these to understand customer intent and sentiment.
With Intelligent Triage and Smart Assist, the company applies a vertical lens to trillions of customer data points, leveraging industry expertise and insights.
Using this approach, each business can create customized models that identify the intent, language, and sentiment of each customer interaction.
For a quick resolution, specific inquiries, such as “I am facing problems with my payment,” can be automatically routed to an agent who specializes in billing.
Inquiries that are written in all capital letters or in a sarcastic manner indicate highly negative sentiment and are routed to the top of the queue.
Here’s what companies can now do with these new capabilities:
- Plan operations, collaborate across departments, identify opportunities for improvement, and analyze the distribution of requests.
- Automate the process of guiding agents in real-time, understanding context, recommending solutions, and improving coaching and training.
- Improve predictions and recommendations as AI receives feedback.
- Automatically detect sensitive data, such as names, addresses, phone numbers, usernames, and financial information for compliance and security purposes.
Want to Offer Superior Customer Service with Zendesk? Talk to Us!
Want to get started with Zendesk or maximize the potential of your Zendesk instance? Read our exclusive eBook to know how Zendesk empowers its users through sentiment analysis or simply write to us at [email protected] and our Zendesk experts would be happy to assist you.