Nowadays, customers are more vocal about their ideas and experiences than ever before. Sentiment Analysis can extract emotional insights from social media channels, videos, podcasts, blogs, forums, news articles, call center calls, surveys, or any other data sources.
Sentiment Analysis helps businesses monitor and understand a customer’s brand, product, and service sentiment. It allows you to understand what makes a customer happy or frustrated.
There are many applications for Sentiment Analysis, like improving products and services.
Example: customers purchase your product from a major retailer website and leave a review a week after they started using the product. They will share their experience about the state in which the product arrived, the unpacking, getting the product up and running, their perception of the quality and performance, and much more. As many customers leave reviews, many insights can be obtained on how to improve your products and services.
Other applications are, for example, CX strategy development, social media and brand monitoring, campaign development, competitor intelligence, and identifying market and consumer trends.
Thanks to Artificial Intelligence (AI), Sentiment Analysis can process thousands of reviews automatically and identify the most important topics and their relative sentiment. It puts you in the position to understand what needs attention, set priorities, and act accordingly.