Improving Customer Experience with Sentiment Analysis
Introducing sentiment analysis to your Voice of the Customer (VoC) program presents you with the incredible opportunity to quickly identify and improve areas of concern for your customers. Analysing customer comments in such a way allows you to identify gaps in your service, products and offerings.
In this blog, we will discuss what Sentiment Analysis is and how you can use this technique to improve the experience for your customers.
But first, what is sentiment analysis?
Sentiment analysis refers to the use of Natural Language Processing (NLP) to determine whether data is positive, negative or neutral.
Examining customer feedback in terms of verbatim comments – in surveys, on social media, on review sites, or from speech to text transcriptions – allows you to gain a greater understanding of how customers truly feel about your brand and the experience that they have had with it.
Benefits of Sentiment Analysis for Customer Experience
NLP brings powerful insights to brands and can be used in countless use cases such as product development, marketing campaigns and staff training.
Better understanding of your customers
Sentiment analysis enables brands to identify customer pain points and, thus, prevent them from making the same mistakes going forward. Identifying when an agent’s actions negatively affect the customer experience and feeding this knowledge back to the agent, will improve the agent’s future interactions with customers.
Driving business decisions
By tracking sentiment over time, brands can quickly identify the impact that changes to procedures or products have had on the customer experience. Having this insight allows you to identify which changes have been well received and which have not, ultimately aiding business decisions and improvements. When it comes to negative changes, corrective measures can be put in place to prevent any major reputational damage.
Prioritise service requests
Sentiment analysis can aid brands when it comes to identifying which issues or requests need to take priority and be addressed first. Prioritising negative issues or interactions gives brands the best chance to change that customer’s perspective and turn their negative experience into a positive one.
Sentiment Analysis, when done right, will help you to identify both your greatest strengths and weaknesses. Your customers are constantly talking to you – make sure you are listening to how they truly feel.