Why Organizations Should Care About Customer Sentiment Analysis

Customer sentiment analysis is an incredibly influential tool for organizations.

It provides feedback about a brand’s most important task: eliciting a positive response from buyers. No matter the sentiment, you should know that positive sentiment means that you are doing things right. A negative sentiment means something is not working.

What is Customer Sentiment Analysis?

Customer sentiment analysis is the process of gathering opinions of an individual customer or a brand’s audience in communication with a customer service representative. Sentiment analysis helps determine conversations, language, and voice inflections to calculate emotions related to a business, product, or brand. Sentiment analysis has its hands in numerous areas. For instance, sentiment analysis can be performed on social media to determine sentiments of customers on a trending topic. Besides, sentiment analysis can be used by call centers to monitor customer support performance. Furthermore, it has its hands in politics to gather reviews about policy changes, campaign announcements, and many others.

How Customer Sentiment Analysis Works?

Customer sentiment analysis is driven by an algorithm that allows complex interpretation factors such as measuring the amount of stress or frustration in a customer’s voice, measuring the rate of speech, or analyzing the changes in the level of stress indicated by a person’s speech, which are otherwise difficult to measure. Customer sentiment analysis is a tool for analyzing emotions of customers in a call center or customer service representative applications. The algorithm may be based on human analysis, be fully automated, or be a combination of both, and helps refine processes.

What Are the Benefits of Customer Sentiment Analysis?

Proactive Business Operations 

Sentiment analysis offers event analysis and adaptable categories by providing useful insights. Marketers can obtain information from blogs, reviews, social media posts, to analyze customer attitude towards a particular topic or product. Furthermore, marketers can understand purchase intent via the sales funnel, which helps them to evaluate the latest campaigns affecting brand sentiments and also identify the segment that attracts more interest.

Deep Audience Insight 

Sentiment analysis helps provide helpful and better customer insights that drive marketers to curate plan for future content and campaigns. Additionally, it helps marketers address market research by adapting their marketing tone before moving further with new product features.

Better ROI on Marketing Campaigns

Sentiment analysis helps provide helpful and better customer insights that drive marketers to curate plans for future content and campaigns. Additionally, it helps marketers address market research by adapting their marketing tone before moving further with new product features.

Improved Customer Service

Sentiment analysis is considered to be an effective tool to understand a customer’s behavior and monitor her dissatisfaction, if any. It also enables you to change a bad customer review to a good one. This helps marketers drive their business to an altogether different level of success.

Good PR Practice 

Sentiment analysis supports attention to brand perception, which is a must for public relations. It also helps marketers analyze that every message to their customers is relevant and informative. Sentiment analysis helps identify how the audience feels about certain topics.

Customer sentiment analysis is a young and emerging tool, which marketers and advertisers must adopt for the massive benefits they render.