As text-based communications such as social media and live chat become more popular in customer service, businesses need a way to accurately and efficiently filter their customer feedback. This is where sentiment analysis tools come in handy for interpreting text and clarifying the intent or tone of a customer’s message. A sentiment analysis tool is software that analyzes text conversations and assesses the tone, intent, and sentiment behind each message. By digging deeper into these elements, the tool reveals more context from your conversations and helps your customer service team analyze feedback accurately. This is especially useful for brands that actively engage with their customers on social media, live chat and email, where it can be difficult to determine the sentiment behind the message. Sentiment analysis helps brands learn more about customer perceptions using qualitative feedback. By using an automated system to analyze text-based conversations, businesses can understand how customers really feel about products, services, marketing campaigns, and more.
Benefits of using sentiment analysis tools
If your company has a multi-channel platform for receiving user feedback, a sentiment analysis tool can save your team valuable time organizing and reporting customer feedback. Instead of going through each tweet and comment one by one, a sentiment analysis tool processes your feedback and automatically interprets whether it’s positive, negative, or neutral. Then, it synthesizes your data and displays it in a chart or charts that clearly outline your customer feedback trends. Not only does this give your team accurate information to work on, but it also frees up time for your employees to work on other tasks in their daily workflow.