We help eCommerce Customer Care Teams (with over 5 agents) Slash Customer Response Time 2000% and Costs 50% All While Accelerating Sales And Customer Loyalty

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Thousands of users​​​​ fr​​​​om the worlds most innovative retailers

Client Success Stories

18 X Improvement In Customer Response Time

Before

Before engaging with Sentiment.io we were struggling to respond to our online customers in a timely manor due to the sheer demand of our market leading offering. Many customers were waiting several hours or more to get a response.

After

We started working with Sentiment and targeted a consistent response time below one hour. The results were staggering we have managed to achieve an average response time of 11 minutes, with exactly the same number of team members. We are delighted as are our customers.”

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CHARMAINE  //  Head of Customer Experience

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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


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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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The Board

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.


Kevin Bone /  Director


He has taken an active Board role in each of the investees which have included two that were pre- revenue and are now recognized leaders in their field. He has also led over $700m of financings and transactions for the portfolio companies. Kevin is an active angel investor and mentor to a small number of companies and charities that he believes in and enjoys working with. Kevin is married with two children. He finds calm and relaxation in the boxing ring.


30 day risk free period (no strings attached)

Try Sentiment risk free for 30 days and if you do not get a significant reduction in customer response time (with generally leads to happier customers with more sales at a lower cost) just send us a message and we'll refund your money, no questions asked. We are the only eCommerce customer engagement vendor we know of to offer this Iron clad guarantee which we think you will agree speaks volumes for our confidence to deliver great success for you.

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  • 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.

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