Even with the advent of texting, social media, and other communication channels, phone support remains one of the most important links between you and your customers.
Research shows that 61% of people prefer to speak to someone over the phone
when they need assistance. So ensuring that your phone support function is running as efficiently as possible is key.
Sentiment analysis helps gauge the emotion of customer interactions so that you can provide better phone support. This analysis is done in real-time or asynchronously. sentiment analysis enables customer support agents to understand customer needs and emotions better. This results in more personalised interactions and increased customer satisfaction.
One of the main benefits of using sentiment analysis is that support agents can better understand where the customer is coming from. Agents can identify whether the customer is happy, frustrated, or angry. This helps them, allowing agents to tailor their responses to match the customer’s emotional state. With this personalised approach, customer phone support teams can reduce customer frustration.
Keeping customers happy is vital, especially in an era where 23% of all customers
are either neutral or dissatisfied with the current state of customer service. These unhappy customers are at a high risk of leaving your company for another that provides better service.
Put simply, understanding the sentiment of your customers helps agents understand customer needs more efficiently. By examining how customers feel during their interactions, an agent can spot recurring problems and use tried and tested methods to resolve those. As a result, the support process becomes smoother. This reduces wait times and boosts customer satisfaction.
Furthermore, sentiment analysis helps support teams create more personalised interactions with customers. According to Zendesk, elevated personalisation
can help customers feel “more valued.” When they feel more valued, it can lead to increased brand loyalty and potentially more sales.
Sentiment analysis is a great tool for customer phone support teams and contact centres
by providing agents with a better understanding of customer needs and emotions. Agents can personalise their interactions and improve customer experiences across the board. Companies that use sentiment analysis are more likely to attract and keep loyal customers. This can ultimately lead to increased revenue and growth.