You need to analyze customer sentiment. What’s the best tool for the job?

Hoje temos a disposição ferramentas de inteligência artificial que fazem a leitura de textos, como comentários dos clientes, por exemplo, e já indicam se o provável sentimento do cliente quando escreveu este texto.

Text Analytics tools have greatly improved over the last 10 or so years. Easily available LLMs such as ChatGPT are also pretty good at text analysis. That being said, in my experience the real value comes not only from the tool, but from having the right sentiment and topic categorization in line with the business objectives.

I am a huge fan of any way of systematically using customer data to listen, learn and act on improvement opportunities. Text analytics allows me to analyse feedback from multiple data sets, in multiple languages, and visualise the data. I much prefer this to survey data which is often biased by low response rates.

Pensando em como chegar neste funil, temos diversas maneiras de contatar nossos clientes sendo elas; SMS, Pesquisa via app de mensagens, e-mail e chat. É interessante testar todos os meios a fim de entender em quais deles os clientes irão interagir em maiores quantidades e que permita mensurar com qualidade. Não podemos esquecer da recorrência dos acionamentos e da importância em manter este contato.

In my opinion it should be a combination of tools & strategies that allow for immediate /ongoing analysis ,this allows to address/close the loop with customer proactively instead of a reactive mode : Social Media Monitoring: Use social listening tools to track brand mentions, comments/ direct messages in real time. Live Chat : real-time communication channels to gauge customer sentiment as they interact real time Feedback Surveys: Utilize real-time feedback survey tools to gather instant opinions . Sentiment Analysis Tools: Implement Language API to automatically assess real-time customer sentiment expressed online , comments& feedback. Website & App Analytics: Use analytics tools to track user behavior /insights in real time.

In this regard, one can leverage CSAT (Customer Satisfaction) and NPS (Net Promoter Score) methods. By asking accurate and targeted questions, it is possible to obtain the genuine feelings of customers.

Whilst surveys and polls are generally deployed by organisations as one of the means to show that they are customer centric, more often, data obtained are utilised sub optimally. Good knowledge of data analysis, interpretation and usage is cardinal to the maximisation of returns on investments and efforts channeled towards conducting surveys and polls.

actually there are three main indicators for analyzing customer sentiment: NPS(net promot scor) CES(customer effort score) finally CSAT (customer satisfaction) in this way you should ask overall questions as a, how satisfaction are you with ( product, service, transaction or other aspect of the customer experience)?

By asking Specific and targeted questions during Customer Satisfaction surveys (CSAT), it is possible to get right feedback.

NPS (Net Promoter Score) is the single best indicator of customer sentiment that matters: How much are they willing to promote your business and how long they are willing to stick around when things are not quite tip-top. It’s easy to survey and track. This is the “How likely are you to recommend this business” question. Promoters (give you a 9 or 10) are willing to be a reference, they say positive things when you are not around, and they have much more patience with you as a business. They spend more money on your business. It’s one metric you apply across every functional silo and everybody understands it. When you bonus executives on it, you can make a meaningful difference in year. USAA, UPS, Zoom, and Amazon, are NPS leaders.

Over the past decade, I have been regularly using social listening to understand customer conversations for brands. The natural language processing ability of social listening tools has considerable increased. While these platforms offer a goldmine of unfiltered insights where you start is critical. This means developing hypotheses that you would want the tool to prove or disprove. Look for tension points where there are opposing points of behaviours that exist. These tension points will allow you to decode the nuances of customer sentiment. By harnessing the power of these tools, brands can proactively engage with their audience, address concerns, and cultivate meaningful relationships.

It's essential to keep the company's eyes and ears open to customer feedback and create systems to address this effectively and close the loop both internally and with customers. Data -driven stories, Actionable Insights ensuring CX has a ground across the org to see the CX vision to life.

Considering that the new generation of customers spends more time in such spaces, it seems that social networks are a strategic option for companies. Therefore, customer engagement And trace should be defined as one of the important activities in organizations.

- It seems a balanced approach, considering various factors such as customer, product segment, type, and market, is appropriate for making decisions. - The four key 'V's—Volume and variety are as crucial as value and velocity. - In today's context, social media platforms, with their expansive user base and easy accessibility, serve as a crucial channel for creating, analyzing, and influencing customer sentiments. - Active listening and thorough analysis can enable the anticipation or detection of potential issues, allowing for proactive adjustments and minimizing negative consequences in their early stages or preventing them altogether.

Social media platforms are where customers freely express their opinions and experiences. Monitoring these platforms can provide real-time insights into customer sentiments. Utilzing social listening tools, we can track brand mentions, hashtags and industry related conversations to capture the customer's voice. This approach requires a strategic filtering process to navigate through the vast amount of data and focus on relevant insights. Engaging with customers on these platforms can also turn negative experiences into positive ones, showcasing the brand's commitment to customer satisfaction.

Apesar de estarmos na era “digital” repleta de tecnologias e soluções avançadas a boa e já conhecida “voz” do cliente faz total diferença para evoluirmos.. hoje temos ferramentas que podem e devem nos apoiar em avaliações “massivas” de contatos entre o cliente e a empresa a fim de identificar diversas oportunidades, inclusive exemplificadas no post.. em resumo a soma de tecnologia e vontade de aprimorar fazem a diferença para empresas que empregam ambas!

VA employs advanced technologies such as speech recognition and natural language processing NLP)to dissect the voice based interactions of customers, including phone calls, voice messages, or audio recordings. This technique delves into various aspects of customers' vocal expressions, such as tone, pitch, speed, volume, pauses, and the keywords or phrases used. By scrutinizing these elements, voice analytics discerns underlying sentiments. It not only identifies the emotional tone conveyed but also extracts actionable insights into customer needs, problems, or expectations. Tools like CallMiner, Invoca, and Gong leverage voice analytics to offer businesses a comprehensive understanding of customer sentiments in spoken interactions.

Es importante tener analizado la voz de los involucrados sin embargo la tendencia de nuestro día a día nos exige un estilo de vida acelerado por lo que los datos podrían verse comprometidos por factores externos que van desde el clima hasta el día la fecha y variar de un día a otro, por lo que, en mi experiencia podría presidir de este servio, aunado a esto el almacenamiento de esta DATA de voz exige tener mayor almacenamiento.

For voice analysis, you can consider tools like Speechmatics, Google Cloud Speech-to-Text, or IBM Watson Speech to Text. These tools allow you to transcribe spoken words into text and may offer additional features for sentiment analysis, speaker identification, and emotion detection. The choice depends on your project requirements, budget, and the specific functionalities you're looking for in voice analysis.

When my sales professionals meet with customers, we always try to make the customers’ expectations mirror our expectations, to assure there is a positive outcome. There is no alternative result or expectation other than the two sides having the same expectation. Sorry to be verbose, but that is the universal expectation.

Há mais de um caminho para entender os sentimentos dos nossos clientes e parceiros (tão importante na troca de nutrientes para o ecossistema). Sem dispensar a prática, a tal “barriga do balcão” e muita escuta ativa, o uso da inteligência artificial generativa, capaz de aprender padrões e melhor nos apoiar nas tomadas de decisão contribui com a integração das etapas citadas neste artigo. Agora me diz, qual dessas etapas você está mais acostumado a aplicar na empresa? 🤔 #ExperiênciadoCliente #IA

Yes, visual analytics is the most important tool for insights while increasing the number of people's image, expressions and videos shows customer interest and engagement to understand the reality of feedback , beside this conducting customer meetings in periodic intervals, social media marketing and feedback can be more effective ways rather than asking for rating or surveys that is sometime is judged by own experience

Acredito em ferramentas que podem trazer informação de interpretação de posicionamento do cliente, porém quando temos um contato humanizado, é importante que as habilidades socio emocionais sejam desenvolvidas para elevar o nível de sucesso nos contatos.

Visual analytics involves interpreting data through graphical representations. While not as direct in sentiment analysis, visualizations can help businesses spot trends, patterns, and anomalies. Infographics, charts, and heat maps derived from customer data can provide a visual context for understanding sentiments and making informed business decisions.

A análise visual, apoiada pelo aprendizado de máquina, transformou a forma como entendemos imagens e vídeos de clientes. Embora a análise de rostos, expressões e gestos possa inicialmente parecer intrusiva, ela é fundamental para antecipar as necessidades e movimentos do usuário. Quando bem aplicada, especialmente com técnicas e uma estratégia de CRM inteligente, essa análise pode revolucionar a experiência do cliente. No ponto de atendimento, por exemplo, ela permite criar interações personalizadas e encantadoras. Além disso, essa ferramenta oferece a oportunidade única de antecipar reclamações ou situações negativas, permitindo ações proativas para melhorar a experiência do cliente antes mesmo que um problema se manifeste.

No mundo atual, entender profundamente a jornada do usuário é mais do que um diferencial, é uma necessidade. Durante minha carreira, especialmente na área médica, testemunhei percepções e suposições podem distorcer nossa compreensão das verdadeiras necessidades dos usuários. Mas o aprendizado mais significativo dessa experiência foi sobre a empatia. Empatia não é apenas se colocar no lugar do outro, mas sim se colocar no lugar do outro considerando todo seu viés, background e suas experiências - literalmente ver o mundo pelos olhos deles, e não pelos nossos. É estranho mas 90% das vezes que alguém me fala de empatia esquece da complexidade que é se abster de opiniões e agir de maneira realmente legitima.

There are laundry list of tools in the market with many features complementing each other and some differentiators. Key leaders need to take effort in understanding the pros and cons and make decision in the interest of elevating employee experience which inturn has great CX impact. It boils down to this: The more effectively you enable your employees (Enablement and Engagement), the more fruitful and elevating the customer experience will be. My 2 cents. - Naveen C Temkar

Todas as soluções tecnológicas apresentadas são de grande importância e com certeza tras resultados importantes para tomadas de decisões, porém, com tantas opções, a satisfação do cliente ainda é um atendimento humanizado e de acordo com cada necessidade, em uma organização, cada cliente possui necessidades diferentes, por isso se for possível, pois depende do porte da empresa, a visita, o telefonema e um envio de uma pesquisa comum, fácil de responder, com certeza será um conjunto de respostas importantes para entender seu cliente, as forças e fraquezas de sua empresa, facilitando os processos de melhorias e fidelizando seu cliente

Squeaky wheels get the grease, but don't forget the middle 50% of your customers! Analyzing customer sentiment may skew toward those with extreme appreciation (or significant distaste) for your brand/product. Using data from the murky middle may give you a more accurate understanding of your average customer.

In this article, we see a range of areas and ways to gain customer feedback however I think there are a number of things to consider. 1 - Are we making it easy for the customer provide feedback? 2 - Are we only asking the questions for which we have a clear plan and ability to action? Asking 50 questions but only looking at the data from 20 is a wasted effort on both the customer and business side. 3 - How are we connecting the different data sources, feedback sources to create 1 holistic view of the customers experience. 4 - What is the thread question or metric we will use to measure success across all feedback modes. Perhaps more important is how do we plan on sharing the stories behind the metric?