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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.”
CHARMAINE // Head of Customer Experience
27 X improvement in customer service response time
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”
DEW // Former Social Media Manager, Uswitch
Award winning customer care
“With their partnership approach and knowledge in the customer service 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
Manage all Customer service conversations in one place
Unified Inbox for multiple channels
You can handle all of your customer interactions through one unified inbox. Social Media channels, reviews, Messaging and even email and chat conversations are all routed real-time and handled in one unique interface. The unified inbox has been designed for fast and reactive customer care for eCommerce and retailer companies. 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.
Group Channel Management
Manage social accounts like Facebook pages, Messenger, Twitter, Instagram, global email addresses like support@ , sales@and chat channels 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.
Slash social media 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 social 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.
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.
Real-time customer surveying
Get real-time feedback from your customers via inbuilt CSAT surveys, and improve client retention and repeat orders.
