Customer Feedback: Improve Customer Satisfaction through sentiment analysis – Part 3
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3. Sales
Sales teams can employ the insights of the analysis to identify up-selling and cross-selling opportunities. By spotting your happiest customers and what makes them happy allows you to recognize who can be more receptive to up- and cross-selling and avoid sales pitches that might upset unhappy customers. You can also identify top chatters who are more likely to spend additional time to your brand.
4. Product development
Insights from customer feedback help you roll out more impressive and relevant products or services. By creating products driven by your customers’ needs, you can cut out customer frustration and product dissatisfaction. It serves as an opportunity for businesses to take their product or service on the right path. Customer feedback analysis can inspire the design of new products but also improve current products taking into account the product features discussed and associated opinions.
5. Network/Distributors
The evaluation of the performance and cost effectiveness of distribution channels and selling points can be informed by such analysis. Customer feedback can be revealing of the reasons for complaints, for instance, whether they involve actual product features, or customer service, or packaging, or logistics, or conditions of payment. The same goes for returns or cancellation of orders or subscriptions.
6. Call center
Call center teams can optimize their interaction with the customers in two ways. The analysis of any previous exchange of the customer with the brand, highlighting issues of concern, sentiment and complaints can be part of the customer’s history available to agents. With sentiment analysis, human agents can also spot the main emotional triggers. Once they understand these emotional triggers, they can render better service and even achieve first call resolution and high customer satisfaction. Also, sentiment analysis of the exchange with the customer can help agents make self-evaluation and improve their attitude and stance during a call. Overall, the analysis offers greater awareness of the quality of service team members offer to your customers.
Final thoughts
Customer feedback has always been the lifeblood of businesses. In the digital era, customer feedback analysis has become more important in all critical stages of customers’ data collection. Collecting customer data is not enough – you have to analyze the information through sentiment analysis and text analytics to make informed decisions about your business. It’s a continuous process that allows you to learn about your customers in real-time.
Sentiment analysis and text analytics are the best ways to contextualize your customer feedback in the loop. With sentiment analysis and text analytics, you can generate valuable insights. The “right” insights allow you to transform your customer experience and boost customer satisfaction since you can figure out how to create a delightful customer experience and retain customers for a long time.
