Even if you have never heard about sentiment analysis before, you have to bookmark this page because this post will help you learn everything about its main benefits. This relatively new technology will surely boost your business! If you are still hesitating about the necessity to incorporate sentiment analysis into your marketing strategy, this post might assuage your doubts.
The main goal of this technology is to detect the emotional tone behind the text. Being powered by smart language algorithms, sentiment analysis techniques work by identifying the positive and negative feelings within words. It goes without saying that emotions are crucially important in your personal life and your business. You should know how your customers feel about your products or services. This is where sentiment analysis jumps in! Its key objective is to understand the insights of your clients.
We aren’t going to check what stands behind the mechanics of this analysis. We’ll review its primary benefits for marketing metrics. Here’s a list of the main advantages of sentiment analysis in live chat software.
Agent Monitoring
There are lots of tools that allow you to monitor the effectiveness of your agents. But can you control their empathy? This is where sentiment analysis might come in handy. It’s a powerful performance measurement tool that can give a detailed overview of client satisfaction. All this means that with this tool, you’ll be able to monitor the service quality each team member offers to your clients.
Upselling Opportunities
It’s a powerful tool that can help you find the happiest clients. With this solution, you’ll recognize chatters, satisfied customers who are ready to buy more. Moreover, you’ll also be able to avoid disgruntled clients.
Finding Main Emotional Triggers
It goes without saying that emotions can influence our decisions. When using the benefits of sentiment analysis, you can analyze what messages act as emotive triggers influencing your targeted audience’s mood. For instance, the words” Please, wait” may disappoint your clients or even annoy them. But certain emojis can positively influence the tone of your conversation. When you know what messages trigger negative emotions, you’ll surely make the customer support better. All of this will help you build more powerful and effective marketing strategies.
Training Chatbots
In all likelihood, you have a chatbot on your website. Sentiment analysis will train it to recognize the mood of your customers. For instance, it can help your chatbot understand when you need a human agent to solve this or that problem.
Dealing with Multiple Clients
Dealing with multiple clients is a time-consuming task. Your agents have to deal with a few customers simultaneously. They shouldn’t only process their requests but also check how they feel about your products or services. Sentiment analysis can help you tackle that challenge. It allows you to control your customers’ behavior and moods and see what chats require your attention and which of them run smoothly. This feature will surely boost the productivity of your team!
You Can Track How the Mood of Your Customers Changes in Real-Time
It is clear that your customers are humans, and their mood may change at the sound’s velocity. With sentiment analysis, it won’t be a surprise for you. It allows your agents and sales reps to see how their mood changes in real-time. In other words, they will have access to the information showing how their chat is going on. This information is of utmost importance for sales departments because it allows you to predict problems and solve them at the initial stage.
Adaptive Customer Support
You may have a team of experienced and sophisticated human agents providing the best customer experience. But it can be hard to choose an individual approach to absolutely every customer. When doing sentiment analysis, you can forget about this issue. With this powerful and multi-featured tool, your team of agents can easily adapt their services to your customers’ mood. Simply put, you’ll be able to provide your customers with the emphatic service that proved to be more effective.
Overall, sentiment analysis is a powerful tool that you can use to track your customer satisfaction and see their moods. This technology has a lot to offer. When used with a live chat channel, your support team will surely be more effective. You won’t lose clients and solve their problems before they understand that they have any.
