This AI-powered technique is more profound than the conventional NPS and CSAT metrics. It taps into customer emotions, giving you more specific and qualitative insights.
Sentiment analysis helps you understand africa mobile whatsapp number two of the most crucial things:
How do your customers feel about your brand and brand offerings in general?
How do your customers feel about the experiences and journeys you offer?
With such powerful data-driven insights into customer attitudes, you can:
Make customer-centric CX decisions.
Identify pain points
The following screenshots from Customer Experience Tools and Trends Survey 2020 show the importance of sentiment analysis.
customer experience tools in four categories
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sentiment analysis is one of the tools in the sense category that shows a higher correlation between adoption and financial performance
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This survey conducted by a reputed global firm shows how impactful customer sentiment analysis is for a business.
Here are some of the major advantages of customer sentiment analysis.
