Solving customer problems and keeping customers happy is a prime goal of your customer support team. Turning angry or frustrated customers into satisfied or even happy ones is a good indicator that your support is meeting the needs of you clients. Sentiment analysis can help you to see if and how your customer support is driving customer satisfaction in the course of support conversations.
Customer managers or product managers
Analyse customer support messages in order to
Customer support conversations need to be organized in threads which allow downstream analysis of support incidents. Customer support on social media, e.g. twitter, happens like this automatically and can be an easy starting point.
The analysis will run once a customer support ticket has been marked as closed or resolved.
A success metric for each support incident which allows further analysis (e.g. identify factors which influence this metric). A dashboard or chart visualising the effect of customer support on customer sentiment over time..
This new information can be used to: