Brands and companies can benefit from sentiment analysis, a procedure in which the analysis of client information is at its core. That also covers your clients’ tweets, comments, and feedback about your services and products.
Generally, sentiment analysis is used in marketing to learn what customers appreciate and what they despise.
Many successful companies have used this method to remain in touch with their target audience and secure their future in their respective industries. After all, the role of social media in most people’s lives today is significant, and both large and small companies utilize it to communicate with their clientele.
The comments and suggestions of your followers on these sites are critical as they can be used to enhance your product or service. Here are seven of the most important reasons why your company could use sentiment analysis technologies.
1. To Capitalize on Potential Upsells
Customers are more responsive to upselling when they are delighted with the product or service they have purchased from you. Using sentiment analysis, you can identify your most satisfied customers. This will allow you to zero in on the customers most likely to invest heavily in your company.
In addition, this method will prevent you from pushing unwanted sales pitches on unsatisfied customers. Make sure you study reviews of sentiment analysis software to choose the best pitch for that specific target audience.
2. Efficient Agent Monitoring
Many companies already keep tabs on how productive their agents are. Do you, however, have a method for tracking how empathetic your agents are? One of the process’s primary uses is to gauge how well something is doing.
The level of contentment among your clientele can be easily gauged with the help of a sentiment analysis program. Each team member’s overall will be at your fingertip, implying that you can quickly evaluate how well each representative handles consumer complaints. You will also be able to track how each individual is doing in terms of service quality.
3. Speedy Escalation
Quick escalation is another reason your company needs a sentiment analysis tool. With the help of this technology, problems are nipped in the bud before they may significantly affect the company.
Using sentiment analysis, it’s simple to identify conversations in which a customer seems upset. You can consequently send these clients up the chain to be handled by even higher-up support agents. Alternatively, you could provide unsatisfied clients with the best possible service by assigning them a personalized support ticket.
4. Chatbot Training
The value of sentiment analysis to your company goes far beyond helping your human workers. Everyone wins when a website, whether it be a product provider such as a whole foods store or a service provider like Sloto Cash casino, incorporates a chatbot.
This tool teaches your chatbot how to read and react to customers’ emotions. Free hashtag tracking is just one example of how you can use this to your advantage while running a business.
5. Adapting to the Needs of Customers
Your company can profit from human agents’ adaptability in service delivery. However, it could be difficult to have a specialized approach for each client, especially when you have a wide customer base spanning a diverse geopolitical environment.
Your team can anticipate consumer needs by using sentiment analysis techniques to tailor services to specific customer states of mind. Customers will return again and again if they feel heard and cared for when using your services.
6. Reducing Customer Churn
Disgruntled clients will make themselves known to your team through interactions with you. If you want to know how well a business addresses client issues or how good their after-sale services, all you have to do is go to your search engine and key in the brand name.
While this is great for brands and customers, many a brand have fallen after it became apparent that their customer service was terrible. You don’t want to fall into this trap, and a sentiment analysis tool can help your brand on this front.
Thanks to gathered customer sentiment, your group can swiftly fix whatever is bothering your clients and address their concerns and issues in a timely fashion. In the end, the customer will be satisfied, and they will come back as repeat customers. Ultimately, your bottom line will thank you for using sentiment analysis.
7. Tracking Down the Root Causes of Major Emotional Triggers
Whether you know it or not, your decisions are based on emotional triggers. Using sentiment analysis, you can zero in on the exact words and phrases that set off an emotional response in your clientele.
If phrases like “Please wait for a moment” bother your customers, you can try switching to GIFs instead. Customers’ patience may be increased thanks to the use of GIFs in conversations, and understanding the emotional responses elicited in them can lead to improved service and new promotional strategies.
Take away
These are just a few advantages your company will reap from employing sentiment analysis solutions. If you haven’t already, think about acquiring one to gain insight on your clients’ emotions. Once you have this knowledge, you can better serve their needs by modifying your products and services accordingly.
Article and permission to publish here provided by Anna Martyushev. Originally written for Supply Chain Game Changer and published on June 29, 2023.
Cover image by Gerd Altmann from Pixabay