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Sentiment Analysis: Why you should pay closer attention to customer happiness

A woman wearing glasses and a headset smiles while sitting at her desk.

Sentiment Analysis enables contact centre agents to measure and track customer happiness during service interactions.

Sometimes referred to as opinion mining, Sentiment Analysis works by quietly analysing conversations in real-time, picking up emotional cues from the customer’s natural language to determine if they are feeling positive, negative or neutral. This not only helps agents to better attend to customers’ emotive needs, but also to determine the next best action to achieve maximum customer satisfaction. 

Top three benefits of Sentiment Analysis

1. Pinpoint what makes your customers happy

Sentiment Analysis enables contact centre agents to identify the specific interactions and actions that delight customers … and those that disappoint them. This feedback helps agents to understand how they can improve their skills and deliver more effective customer experiences in the future.  

Sentiment Analysis can also help agents to predict and pre-empt when an enquiry may need to be escalated to a supervisor. With real-time graphical data available to them, agents can see when a customer’s mood is slipping and when reinforcements need to be called in. 

2. Track the customer relationship 

Sentiment Analysis scores can be recorded in a customer’s interaction history. This can help contact centre agents to track the relationship over time and may assist with predicting when a customer is likely to churn. 

3. Tune in to your customers emotions 

Organisations often spend so much time perfecting the functional experience of their customer service – making sure customers get what they want in the fastest and easiest way possible – that the emotional experience gets neglected. And yet, research shows emotion plays such an important part in delivering successful service outcomes, driving deeper customer loyalty and higher lifetime spend. 

Sentiment Analysis therefore enables contact centre agents to deliver a more well-rounded customer experience that addresses both their functional and emotive needs. As the saying goes, people won’t always remember what you do or what you say, but they will remember how you made them feel. 

How does Puzzel’s solution work?

Sentiment Analysis is a feature of Puzzel’s Advanced Agent Assist

Agent Assist is a widget available within the Puzzel Agent Application that displays all customer information, including their contact card and interaction history, in one convenient place. Puzzel offers a basic and advanced version of Agent Assist, with sentiment analysis, bot, transcription and knowledgebase features included in the latter. 

Sentiment Analysis is displayed within the Agent Assist widget via a graphical sentiment indicator. When a customer initiates a web chat conversation, this graph tracks the sentiment of each immediate interaction, as well as the overall sentiment of the entire interaction. It is important to capture both measurements to understand the customer’s feelings in context. 

A coloured icon also appears next to the contact’s name, with green indicating a positive mood, amber indicating a neutral mood, and red indicating a negative mood. 

Delighting your customers

Sentiment Analysis empowers your agents to deliver more effective, personalised customer experiences with the utmost empathy and care.

To learn more about Puzzel’s Agent Assist features, join our Agent Assist – Bridging the Gap webinar on March 3.

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