SentiSum Platform Overview

SentiSum harnesses AI to deliver real-time customer insights from support interactions, phone calls, and experience programs. This capability allows businesses to identify and address customer concerns promptly, enhancing satisfaction and loyalty. By extracting detailed data from each interaction, organizations can refine their customer service strategies and anticipate future needs, driving improved brand perception. SentiSum's focus on simplicity and breaking down silos ensures seamless integration across customer touchpoints, leading to a unified and responsive customer experience. This analytical approach supports sales enablement by aligning customer insights with sales strategies, optimizing customer engagement, and fostering long-term customer relationships.

Use Cases

Customers recommend Customer Feedback Management, Rating And Review Management, Contact List Management, as the business use cases that they have been most satisfied with while using SentiSum Platform.

Other use cases:

  • Onboarding
  • Helpdesk Management
  • Social Media Analytics
  • Lifetime Value Management
  • Contract Management
  • Engaging And Following Up
  • Collaboration
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Brand Engagement are the most popular business priorities that customers and associates have achieved using SentiSum Platform.

Other priorities:

  • Increase Customer Life Time Value
  • Acquire Customers
See all business priorities See less business priorities

SentiSum Platform Use-Cases and Business Priorities: Customer Satisfaction Data

SentiSum Platform works with different mediums / channels such as Chat. and E-Mail.

SentiSum Platform's features include Ticketing, Feedback Surveys, Dashboard, etc. and SentiSum Platform support capabilities include Chat Support, 24/7 Support, Email Support, etc. also SentiSum Platform analytics capabilities include Custom Reports, and Analytics.

Reviews

"SentiSum took away manual collation of 'reason for contact data'. It helped us drive change without the manual effort of building evidence that something needs to improve." - James Jones

Peer review evidence (same sources as the product rating summary)

"...Our simple reporting and unified customer feedback channels help to reduce churn. ..." Customer case studies
"...Thanks to the large amounts of NPS surveys, customer reviews and support tickets (emails and live chats in particular), most companies have a considerable volume of unstructured text data to deal with...." Customer Feedback Analysis: An Automation Guide
"...James Jones Contact Centre Manager British Airways SentiSum allows us to quickly identify very recent feedback that indicates a customer experienced unexpected work taking place at a hotel that has impacted their stay...." Trustpilot Sentiment Analysis

SentiSum Platform, Scratchpad, SecureDocs Virtual Data Room, Veloxy, ExpensePoint, etc., all belong to a category of solutions that help Sales Enablement. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Sentisum-platform provides AI-driven insights and automations for support teams. Granular insights are extracted from support conversations, surveys, and reviews in real-time.

SentiSum Platform Customer wins, Customer success stories, Case studies

How does SentiSum Platform facilitate Customer Feedback Management?

How can SentiSum Platform optimize your Rating And Review Management Workflow?

How can SentiSum Platform enhance your Contact List Management process?

How does SentiSum Platform address your Helpdesk Management Challenges?

28 buyers and buying teams have used Cuspera to assess how well SentiSum Platform solved their Sales Enablement needs. Cuspera uses 895 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Sales Enablement needs.

CUSTOMERS TESTIMONIALS
SentiSum Platform testimonial

James Jones

Contact Centre Manager

eCommerce Tyre Co.
SentiSum took away manual collation of 'reason for contact data'. It helped us drive change without the manual effort of building evidence that something needs to improve. Testimonial By James Jones
SentiSum Platform testimonial

Sean Mckee

Director of Ecommerce

Schuh
SentiSum are a catalyst for change. I better understand patterns now and over time which leads the team to taking action on customer friction. Less friction means more sales. Testimonial By Sean Mckee
SentiSum Platform testimonial

Catherine Onions

Head of Customer Service

British Airways
[SentiSum] allow us to quickly identify very recent feedback that indicates a customer experienced unexpected work taking place at a hotel that has impacted their stay Testimonial By Catherine Onions
CUSTOMERS TESTIMONIALS
SentiSum Platform testimonial

James Jones

Contact Centre Manager

eCommerce Tyre Co.
SentiSum took away manual collation of 'reason for contact data'. It helped us drive change without the manual effort of building evidence that something needs to improve. Testimonial By James Jones
SentiSum Platform testimonial

Sean Mckee

Director of Ecommerce

Schuh
SentiSum are a catalyst for change. I better understand patterns now and over time which leads the team to taking action on customer friction. Less friction means more sales. Testimonial By Sean Mckee
SentiSum Platform testimonial

Catherine Onions

Head of Customer Service

British Airways
[SentiSum] allow us to quickly identify very recent feedback that indicates a customer experienced unexpected work taking place at a hotel that has impacted their stay Testimonial By Catherine Onions
 

Schuh - Retail - Large

Livingston, UK

Schuh faced over 720,000 customer reviews and high volumes of service queries, making manual analysis slow and biased. Using SentiSum's AI analytics, Schuh automated feedback analysis and gained real...-time, objective insights. The solution eliminated hours of manual sorting and helped prioritize web optimization tasks. Schuh now quickly identifies friction points and improves the digital buying journey. The team uses these insights to boost sales and customer satisfaction.

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Queen Joseph, Customer Success & Support Ops Consultant - Management Consulting - Small

Queen Joseph is a customer success and support operations consultant for early-stage startups. She shares how working for herself brought her happiness and new opportunities. Queen explains that unde...rvaluing her skills led to poor client experiences. Consulting allowed her to find fulfillment and success. She advises others to seek meaningful work and value their expertise.

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Schuh - Retail - Large

Livingston, UK

SentiSum helped Schuh, a UK shoe retailer, analyze over 100,000 customer feedback data points in minutes. Schuh used SentiSum's customer analytics to map their digital buying journey and identify fri...ction points. The platform enabled Schuh to prioritize changes based on real-time insights, reducing manual work and improving customer sentiment. Schuh's web optimization team now targets issues that drive basket abandonment, leading to a smoother customer experience and increased sales.

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British Airways Holidays - Hospitality - Large

London, UK

SentiSum helped British Airways Holidays analyze over 100,000 customer reviews in minutes. The team used AI topic tagging to quickly find what drives NPS and customer sentiment. Before SentiSum, they... spent hours manually labeling a small sample of reviews. Now, they track all feedback and spot issues fast. This lets them act quickly to prevent complaints and improve customer experience.

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Trendsales - Retail - Medium

Copenhagen, Denmark

Trendsales used SentiSum to improve customer experience. They replaced manual ticket tagging with real-time insights and intelligent routing. This change helped agents focus on urgent issues and resp...ond faster. Within three months, Trendsales reduced response times by 33%. SentiSum's dashboard gave leaders clear data for business decisions and helped manage customer sentiment during a merger. Trendsales now acts quickly on customer needs, making support more efficient.

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Lakrids by Bülow - Food & Beverages - Medium

Copenhagen, Denmark

Lakrids by Bülow used SentiSum to automate ticket tagging and analyze customer feedback from Dixa support tickets. Before SentiSum, product improvements were based on gut feeling and manual, siloed r...eports. With SentiSum, they gained real-time, data-driven insights, enabling better collaboration between support and product teams. The company reduced customer concerns about their advent calendar by 26% year-over-year. CSAT ratings of 5/5 increased by 9% in the latter half of 2022. SentiSum helped Lakrids by Bülow make customer-led product changes and improve customer experience.

Read more →

What NOT To Do In 2024! #customerinsights

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Frequently Asked Questions(FAQ)

for SentiSum Platform

What is SentiSum Platform?

SentiSum is a Customer Analytics Software that connects and understands customer moments across the business to accelerate and action insight in the moments that matter. It also helps to enhance customer relationships, improve ROI and increase sales and revenue.

SentiSum uncovers the reasons for customer contact from every conversation and make evidence-backed decisions and drive cross-functional change. It turns thousands of negative reviews, comments and survey answers into customer insight in real-time and tackles the root cause of customer friction.

Some of its features include the fastest time to insight, makes CX collaborative, truly multichannel, reduce churn, improve insight accuracy and so on.

What is SentiSum Platform used for?

SentiSum Platform is a Sales Enablement Software mainly used by its customers to Enhance Customer Relationships and Improve Brand Engagement by Customer Feedback Management, Rating And Review Management and Contact List Management .

What are the top features of SentiSum Platform?

Ticketing, Feedback surveys and Dashboard are some of the top features of SentiSum Platform.

What are SentiSum Platform alternatives?

Scratchpad, SecureDocs Virtual Data Room, Veloxy and ExpensePoint are popular alternatives for SentiSum Platform.

Where is SentiSum Platform located?

SentiSum Platform is headquartered at 2 Leman Street, London, England GB.
lightning

Peers used SentiSum Platform for customer feedback management and rating and review management

SentiSum Platform Competitors

SentiSum Platform Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.20/5 ★

Read Reviews (74)
Custom Reports

4.31/5 ★

Read Reviews (102)
Analytics

4.27/5 ★

Read Reviews (189)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.20/5 ★

Read Reviews (74)
Custom Reports

4.31/5 ★

Read Reviews (102)
Analytics

4.27/5 ★

Read Reviews (189)

Software Failure Risk Guidance

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for SentiSum Platform

Overall Risk Meter

Low Medium High

Top Failure Risks for SentiSum Platform

SentiSum Profile

Company Name

SentiSum

Company Website

https://sentisum.com/

HQ Location

2 Leman Street, London, England GB

Employees

11-50

Social

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Financials

SEED