What is customer sentiment?

Customer sentiment refers to a customer’s attitude, emotion, and opinions about a brand, product line, marketing campaign, or any other aspects of a company. A thorough sentiment analysis of a customer can provide invaluable insights on how to improve customer satisfaction.

How is customer sentiment analysis useful?

Sentiment analysis provides a contact center with an overall sentiment score, and as it includes additional key performance indicators (KPIs) relating to workforce optimization (WFO), it also identifies unnoticed or missed customer trends.

Call recording software analyzes customer sentiment by detecting patterns in the usage of words in a call, and analyzing them to give each call a sentiment score of positive, negative, or neutral. When all this data is viewed on a dashboard, managers are able to spot trends in customer sentiment and identify trends.

What are the benefits of customer sentiment analysis?

Upselling
Happy customers are more likely to respond positively to upselling. They can then be targeted by agents using sentiment analysis.
Identifying triggers
Agents can avoid a broad number of emotional triggers while interacting with customers.
Agent monitoring
Sentiment analysis can be used as a performance management tool. A contact center can monitor agent empathy or emotional intelligence to help agents learn how to improve customer service skills in a call center.
Reduced customer churn
With sentiment analysis, agents can easily identify an unhappy customer and give them extra attention to ensure customer retention and brand loyalty.
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Tracking customer satisfaction
Sentiment analysis allows contact centers to see the impressions and moods of customers both before providing support as well as during the interaction, to see how well their services are received in real time—and can change tactics if needed.