What Is Customer Sentiment?Ĭustomer sentiment includes people’s attitudes, emotions, and opinions. They can then use that information to understand brand perceptions, identify product flaws or gaps, perform competitive analysis, and build a more holistic voice of the customer (VoC). While public emoting is a treasure trove of consumer information to organizations that have the right tools to mine it.īusinesses that use software capable of customer sentiment analysis can monitor contact centre interactions, social media posts, product reviews, blog posts, and more. And we all have friends who overshare on Facebook, right? People have been emboldened to make snarky comments on Twitter to complete strangers, post incendiary product reviews, and share videos of their toddler’s tantrums. Emotions and opinions that in the past would have been kept private are now on the internet for all the world to see. In these days of social media, people let it all hang out. It’s another example of how artificial intelligence is transforming contact centres. Organizations often use survey tools to gauge customer opinions, but the insights can be limited by low response rates and the quality of the survey questions.ĪI-powered solutions that measure customer sentiment can help businesses overcome these limitations and provide actionable information that drives business results. Businesses always want to know more about what their customers are thinking and feeling.
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