Sentiment Analysis, the new CX frontier

Let IST lend you an extra set of ears, literally!

IST’s Sentiment Analysis, a cloud-based solution can easily be integrated within your Genesys contact center in less than 60 minutes! Sentiment Analysis will help you measure how your customers feel habitually with minimal effort. The tool is designed to identify the context of all written sentences and pick up on the endless Arabic expressions used today. With its remarkable focus on the individual context of any text posted on social platforms, you will never collect inaccurate data about your customers again.

Businesses are devoting lots of resources and time, with the aim of better understanding their customer’s mindsets everyday. Some businesses use simple word spotting technologies with human analysts to better understand their customers on social media. These methods of analyzing social media interactions are somewhat slow and inaccurate and do not always reflect the customer’s intent. Word spotting techniques do not take context into account. People tend to explain things in their own way: using humor and sarcasm for example. Picking up on these things is vital to understanding the customer’s true message relative to your business. Whilst human’s analyzing other human’s emotions sounds ideal, it is highly time consuming and in turn very inefficient. Analyzing such large amounts of data will lead to havoc and chaos, leaving you once again, with inaccurate customer messages.

Word spotting techniques do not take context into account.

All your customers feel certain emotions towards your products and/or services. What you need to know is whether these sentiments are positive or negative? Why is this important? You can better guide your customer conversations when you know the general consensus, pushing the outlook to make it positive. You can also be warned of ‘detractors’ who make it their dying wish to exploit your company’s shortcomings and influence people to not use your services. IST’s Sentiment Analysis does this by measuring your Net Promoter Score (NPS), allowing you to tackle potential detractors and endorse promoters. Of course, sentiment analysis tools provide you with invaluable data about your customers and their likes/dislikes etc., allowing you to better morph and measure your marketing efforts. However, not many allow you to actually ‘do something’ with this data.

IST will provide you with actionable insight; allowing you to act upon or ‘do something’ with the data you collect.

That’s why, not only will IST measure your customer’s sentiment, but also offer you the next step down the line. IST will provide you with actionable insight; allowing you to act upon or ‘do something’ with the data you collect. In other words, customer calls will be more efficiently rerouted to appropriate agents that can address your customer’s unique individual issues. According to a survey of 1046 people carried out by Zendesk, 69% of people who claim to have had a good customer experience, say it was because “the problem was solved quickly” and 64% say it was because “the problem was resolved in one interaction” – rather than being passed around to many people. In the same survey, 72% of the people who claimed they had a negative customer experience claim it was because of having to “explain their problem to multiple people”.

IST’s Sentiment Analysis will:

1. Improve Customer Service: By understanding what they are feeling

2. Reduce Operational Costs: Reduce the number of Agents required

3. Enhance Brand image: Respond and listen to your customers

4. Increase Customer Loyalty: By understanding your customers better

5. Increase Net Promoter Score (NPS): Happy customers will recommend

6. Flame Detection: Identify problems quickly

About IST

IST is an award-winning Customer Experience Systems Integrator dedicated to delivering powerful and innovative Customer Experience solutions within the Middle East and Turkey. Established in 2002, IST has rapidly grown to be the market leader and has earned the reputation for service quality, innovation and prompt project delivery. IST’s Expertise lies with integrating technology from industry leaders and is proud to be both Cisco ATP for Contact Center and a Genesys Gold Partner.