Emotions are notoriously hard to read in written communication, and when you participate in multiple chats at once, or not in your first language, this can truly make or brake the customer experience. Enter customer sentiment analysis, a tool to indicate customers emotional state for you.
With the customer sentiment analysis, you will be able to
- improve your communications with customers,
- monitor individual customer satisfaction levels in real time,
- react quickly to negative sentiment and turn it around.
Emotions play a big role in helping customer service agents connect with the customer. When your agents can pick up on how the customer is feeling, they can spot any issues the customer might be having and quickly figure out how to make things better for them. It’s all about making sure the customer has a smooth and positive experience when they reach out to you.
How it works
After the customer sends a message, the sentiment is analyzed and indicated with an emoji in the header of the chat and next to the customer’s name on the list of chats. The sentiment is updated in real time for each customer message.
Sentiment is categorized as 5 emotional states, indicated by emojis: very positive, positive, neutral, negative and very negative.
Unknown sentiment indicates that the sentiment couldn’t be analyzed, e.g. there is no data or an error occurred.
How to disable it
If for whatever reason you find the sentiment analysis unhelpful or too distracting, you can hide it in the chat list.
Now you can view your customer’s mood in the Chats list and respond promptly as you witness real-time changes.