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shreya sahani
shreya sahani

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Improve customer experience Insight with sentiment analysis.

In today’s competitive world of business, customer experience is the topmost priority for all companies across every industry to thrive and survive. In order to sell more products and services, generate more profit, and ensure business growth, you need to get in sync with your customers’ needs and expectations on a consistent basis.

Surveys have always been one efficient way to gather data on CX. However, Sentiment Analysis has just made its way into being an effective approach to dive deep and understand the customer’s mind in a more intimate way.

All you need to have is to have the access to a CX insight solution that is backed by sentiment analysis as it shows you different parts of your customer’s engagement and strategies as to which ones are delivering smooth customer experience insights and which ones are lagging behind. Bytesview is one such CX analytics platform that can help you with these insights so you can boost your revenues.

Driven by AI and native language processing for 30+ different languages, the Bytesview solution is available in aspect models that can be customized for a perfect fit for your specific business concerns, hence giving you high-precision insights, quickly and accurately.

How sentiment Analysis can help Improve Customer Experience?

How do customers feel about the product, services, and experience they receive from your brand?

These insights can help you improve customer perception of your company and company offerings and you can implement what is required and eliminate the unnecessary obstructions. By understanding the pain points, you can use the data for your leverage by making customer-centric decisions to improve customer experience.

By allowing you to analyze more data sources, and gathering fine-grained insights by eliminating human bias from feedback analysis, it can provide you with highly precise CX insights. These data-backed insights are what you need to develop better strategies to increase customer engagement.

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Let’s see in what ways Sentiment Analysis helps an organization to improve customer experience.

  1. Identify sources of customer dissatisfaction

Customers often share opinions about a business’s products or services on different social media platforms which they might not share directly with the concerned organization. As a result, businesses might not know of these issues or challenges their customers are complaining about.

Sentiment analysis eliminates these problems by allowing organizations to analyze data from different sources where customers share their opinion. This allows the organizations to get to the root of specific sources of customer dissatisfaction, and they can use these CX insights to eliminate these issues.

2.Social Media Tracking

Customers express their views and concern with products, services, or a brand in general on different social media platforms.

Sentiment analysis is being used to track customers’ feelings about their experiences in real-time. This can help the organizations detect emotions behind the comments, feedbacks which help in understanding the pain points in customer experience. As a result, better solutions can be offered for immediate solutions.

3.Improved Customer Services

Customer Support comes to the rescue when customers seek help when they have issues to resolve. Sentiment Analysis can help your agents understand the customer’s pain point and thus necessary measures can be implemented based on that.

Customer sentiment scores are measured by evaluating nuances in support tickets with the help of sentiment analysis. This helps streamline the process of assigning the right case to the right agent.

4.Personalize Customer Communication

Customers’ emotions can be decoded with sentiment analysis which can help you personalize the interaction in order to improve overall CX. Customers expect personalized messages from organizations and expect relevant experiences tailored to their needs and demands.

The past, as well as live interactions among customers and agents, can be identified with the help of sentiment analysis, which helps to provide agents with insight that they can use to customize the customer experience. What type of messages triggers positive or negative emotions in customers can also be identified by the sentiment analysis.

In both cases, friendly responses can be customized that can positively impact customers’ emotions and leave them with a positive experience.

Conclusion

Sentiment Analysis craves the path to reduce any potential upcoming issue that can upset your customers and reach out to them the earliest and offer them a delightful experience. The text-mining tool identifies the emotional triggers and helps you optimize your customer service to engage loyal customers by proving them personalized and positive customer experience.

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