Sentiment, Customer service made easy for eCommerce. -

Thousands of users from the worlds most innovative companies

How We Help

Unified Inbox for multiple channels

You can handle all of your customer interactions through one unified inbox. Chat, Email, Social Media, reviews and Messaging conversations are all routed real-time and handled in one unique interface. AI based Bots take care of the repetitive questions leaving your agents with a unified inbox that has been designed for fast and reactive customer care. With the messaging first feel, gone are the old impersonal and transactional email and chat ticket systems. All channels become a messaging first experience, better for your customers and better for your team.

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Group Channel Management

Manage Social Messaging channels like Facebook and Twitter (public and private) , web chat, and Messenger channels like Line in shared inboxes, and automatically load balance conversations across your online team and never miss a customer query or opportunity.

Shared visibility

You can view which of your team mates are online, how their own assigned conversations are going, and your supervisors and team managers can view the entire queue, who's working on what, and analyse unresolved conversations across all channels, including those falling behind service level agreement.

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Slash response time and scale 300% using the same team resource with Automation

Automatic routing by SLA and priority

The Sentiment automatic routing engine takes all incoming conversations irrespective of channel and routes them to your online team mates based on internally set priorities or service level targets. Your team mates never get to cherry pick which queries they want to deal with, so issues are not missed, and response times are greatly reduced. You can either scale back on human resource, or triple your revenue with the same team.

Automatic classification

The Sentiment automation engine can carry out a whole series of defined events specific to your organisation. For instance spam is automatically classified and removed from queues, issues can be tagged by type with smart labels based on keywords, location, channel. Even remove profanities automatically from your public social accounts and many many more automations making your team more efficient and effictive, and your customers and prospects serviced far faster.

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Canned responses

Save time and add consistency to customer engagment with canned responses

Approvals loop

Rapidly on board and coach staff using approvals loops, so responses must be reviewed by senior team mates before going out.

Continually improve operations ROI with real-time metrics and historical analytics

Team Performance

SLA and KPI tracking let you continually optimize your operations over time. Sentiment includes work force reporting letting you plan shifts, track team mate performance and report on productivity.

Queue Trend Analysis

Get actionable insights on current customer conversation queue size, and view performance over time with the inbuilt metrics on Response time, Conversations handled and resolve time.

SLA Tracking

Monitor and improve SLAs, by channel, conversation type, and team mate.

Real-time customer surveying

Get real-time feedback from your customers via inbuilt CSAT surveys, and improve client retention and repeat orders.

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Client Success Stories

1385% increase in customers responded to

Sentiment “worked tirelessly in meeting our business needs, providing guidance at every step to ensure a smooth onboarding process, always listened to feedback that resulted in faster product innovations, and promptly communicated latest developments and recommendations - all of which has led to uSwitch being able to deliver a much higher standard of customer service online than ever before, and consequently, a very happy customer care team too.

It has been a fantastic journey so far for uSwitch and Sentiment”

1385% increase in customer responses
2709% improvement in response time
463% improvement in SLA achievement

DEW // Former Social Media Manager, Uswitch

Award winning customer care

“With their partnership approach and knowledge in the customer care sector, we selected Sentiment due to the companies strong service reputation and the capabilities of its engagement technology. Sentiment is a valuable partner for us – helping us drive faster resolution and providing our customers with fast and convenient ways of contacting us. They have been excellent in supporting us and helping us achieve our vision”

PETER // Head of Operations, Caravan and Motorhome Club

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Leadership

Leon Chaddock / CEO

Leon has over 15 years’ industry experience in communications and contact centres. In 2007 he founded one of the first companies in the world to offer Social Media Listening and Analytics. Prior to this he worked on complex joined up/cross departmental contact center projects. He regularly speaks on webinars and at conferences on topics including social customer service, and deploying messaging in the omni-channel mix.

Michael Jackson / Chairman

Michael studied law at Cambridge University, and qualified as a chartered accountant with Coopers & Lybrand before spending five years in marketing for various US multinational technology companies. From 1983 until 1987 he was a director and from 1987 until 2006 was chairman of FTSE 100 company The Sage Group plc. Michael Jackson MA FCA (Chairman of the Manager) founded Elderstreet Investments Limited in 1990 and is its executive chairman.

JM Blond / CFO

Jean-Marc holds an MBA in Finance and Marketing from the University of Westminister, London and is responsible for all finance reporting and forecasts for Sentiment Group companies and board.

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FAQ

We already have help desk software why do we need Sentiment?
Email, chat and social media ticket systems are fine for the old paradigm of an IT help desk. Slow transactional impersonal service. In the modern digital age your customers expect more. By putting a messaging first experience, your retail and eCommerce customers and prospects can communicate on the channels they prefer, and you can provide faster and better customer experience at reduced cost, driving more sales and better customer care.
What contact channels can we use?
You can communicate with customers via Email, Web Chat, Twitter (public and DM), Facebook pages (public,PM and reviews), Facebook Messenger, Youtube, Instagram comments, VK, Line, Wechat, Trustpilot. We are working on including Whatsapp and many others. Please ask if the channel you are interested in isn't listed as we are constantly adding more channels. (More frequently than we update this FAQ!)
Who are you guys anyway?
We are an experienced business and technical team that has worked in communication technology and retail for over 15 years, backed by leading VC and angel investors and working with the world’s best retail and ecommerce stores.
I want to wait to implement a solution like this
If you wait, you will be leaving a lot of opportunity on the table. We are the first to market with a messaging first unified communications platform, we are driving staggering results for our eCommerce and retail customers driving sales, customer satisfaction and reduced cost. If you wait you are leaving money on the table, and your competitors could be using the Sentiment.io competitive advantage
What exactly do I get when I sign up?
You get access to our game changing platform for eCommerce and retail companies, allowing your customer care and sales reps to effectively handle incoming questions on Chat, email, social media and messaging apps, all in the same streamline user interface. Your customer response times will drop, customer satisfaction increase and overall costs drop as you handle more volume with less resource. Our team trains you and helps setup, and optimize your account
What if I don't have access to IT, or technical resource?
Don't worry, we built the product so everyone can use it. You don't need to be technical to experience results. Just follow the process we help you lay out. It’s far easier to use our platform than multiple email, chat and social platforms.

What if I don't have budget for a tool like this?
Sentiment pays for itself, as it helps you delight and retain customers and prospects, and sell more, while reducing costs. Request a demo and we can show you more.
Will this really work for my company?
Yes, this is just an innovative customer engagement tool backed by fanatical support. This will work for you if you are: 1. A retailer or eCommerce company with 5 or more team mates wanting to deliver far better customer experience, or 2. Just below this but looking to provide far better customer care and grow your business.
What are the next steps?
Sign up for a 30-min demo call with one of our Growth Team members to talk about whether Sentiment can work for you.
Are there any long term contracts?
Yes, due to the work we put in getting you up and driving results we ask for a 12 month commitment. But don’t worry any time in the first 30 days, you can cancel and get a full refund. We are that confident in the results we will generate for you.
Is it hard to set up?
No, it's very easy. In our most popular package, we help you get set-up and comfortable with the platform, and optimize over time so you get better results over time. Most clients are up and running in 24 hours.
Will this integrate into our other CRMs or software?
Yes, of course. You don't have to worry. It easily integrates into the most common tools you are already using through CSV/EXCEL, or a real-time conversation web-hook (JSON/XML/SOAP), we also have an open REST API.