Customer Sentiment Analysis-Bringing Value to Business

Sentiment Analysis one of the most talked about in CX arena and has become an important element to analyze customer experience. It provides in-depth understanding of the opinions and emotions of the customers from any written text or speech with the help of automated solutions and tools. In this era of data abundance and information overload analyzing almost accurate sentiments from the scattered data is next to impossible if done manually, therefore comes the need of full-fledged algorithms and tools based on them, that are capable enough to not only bring out the exact sentiments and score but also clean the unstructured data and make a sense out of it.

Data abundance and its usage
Data is the gold mine, if worked on properly can give value beyond comprehension. Measuring end user sentiments is the need of every brand. Social media comments, reviews, live chats, survey forms, VOC and many other written customer queries are the source to understand what the customers feel about the brand or the service/product. Among all these platforms, social media today has emerged as the major source of customer’s voice and views. Customers turn to social media to share their experiences, give and take reviews. All the comments are present in abundance on different platforms in unstructured formats which calls for data analysis to generate sentiment scores, categorization into positive, negative or neutral.

Sentiment Analysis bringing value to business
Customer sentiment analysis helps in optimizing and planning your go to market strategy. The collected customer voice when analyzed gives a proactive way to plan future strategies according to customers’ perception.

Value proposition of Sentiment analysis solutions

1. They Quantify the emotions to have detailed view of the customer perception
2. Time is the key to success, identifying the sentiments at the initial stage and planning accordingly helps a brand go long way. This is where Sentiment Analysis tools helps individuals to provide quick insights.
3. Become a way to simplify and amplify the analysis process and correct the business plans of any brand to bring in the right customer experience.