Sentiment analysis is an automated process that leverages Natural Language Processing (NLP) technology to analyze the emotional tone in text from emails, chat transcripts, social media interactions, or customer reviews and determine if the sentiment is positive, negative, or neutral. In fact, sentiment analysis capabilities are typically part of overarching Natural Language Processing (NLP) tools, which utilize AI and machine learning to identify moods and context that exist within user interactions.
As a result, sentiment analysis helps companies gain valuable insight into customers' feelings about their brand, products, or service. This insight can be used to improve customer service, develop new services and products, enhance branding and reputation management strategies in real-time, as well as personalize customer journeys with the aid of customer journey mapping tools.
Popular Use Cases for Sentiment Analysis
Customer Support: Sentiment analysis can be used to analyze customer support interactions to determine meaning and emotional tone. Companies can use this data to properly evaluate and classify support ticket responses, chat interactions, phone calls, and emails by sentiment to prioritize and route support requests.
Marketing Campaigns: Sentiment analysis can be used to monitor sentiment in online discussions or social platforms, alongside marketing campaigns. Marketing teams use this insight to analyze campaign sentiment results and adjust ads or marketing materials in real-time.
Social Listening: Sentiment analysis is used to monitor social media chats and comments to capture individual emotional responses and feedback. This enables companies to respond to comments and engage meaningfully via social media.
Brand & Reputation Management: Sentiment analysis tools are popular for reputation management and brand monitoring. They capture the emotion or tone of online reviews or brand mentions in blogs, forums, and news articles so that companies can react quickly to negative brand mentions, and manage reputation without any downtime.
Voice of the Customer (VoC) Evaluations: Sentiment analysis captures valuable customer sentiment data from emails, support interactions, online surveys, and chats to identify patterns and help organizations understand their customers’ behaviors. This data can then be fed to Customer Data Platforms (CDPs), for maintaining a unified profile of each customer.
Employee Feedback Evaluations: Sentiment analysis can be used to analyze employee feedback and identify sentiment in surveys, helping companies understand employee needs, reduce turnover, and improve employee satisfaction.
Product Development: Sentiment analysis can be used to analyze customer feedback on products and services, to identify target customer perceptions and necessary product improvements.
Market & Competitive Research: Sentiment analysis helps companies understand how customers perceive their products and brand. This insight can be used to innovate products according to customer needs and stay competitive by understanding customer feelings and motivations.
Top 10 Sentiment Analysis Tools
Top 10 Sentiment Analysis Tools sorted by Wheelhouse Score.
LivePerson is an industry leading Conversational Cloud platform that leverages generative AI, conversational AI, and Large Language Models (LLMs) to power dynamic AI chatbots, analyze customer engagement and intent data, improve support agent performance, and enhance the overall enterprise customer ...
Chorus, by ZoomInfo, is a Conversation Intelligence (CI) software system that helps organizations analyze data from calls, video meetings, and emails to find insights, determine what factors contributed to wins or losses, and forecast future growth. Chorus uses ZoomInfo’s proprietary, patented...
Meltwater is a fully integrated Media and Social Intelligence platform that helps marketing, public relations, and communications professionals stay competitive and impactful with AI-powered media, consumer, and social trend insights. Meltwater analyzes billions of data across media and social chann...
Netomi is an AI Customer Experience platform that leverages conversational AI and generative AI technologies to help organizations provide personalized customer experiences and enhance omnichannel engagement. Netomi can automatically resolve 80% of common customer service questions and tasks, which ...
Qualaroo is an AI-powered Customer & User Feedback platform that helps companies perform research, user targeting, sentiment analysis, and patented Nudge technology to deliver actionable insights based on user feedback. Qualaroo helps companies optimize website and app performance, increase conv...
MonkeyLearn is a user-friendly, no-code, AI platform that offers centralized text analytics tools to help organizations extract, classify, and analyze text data from surveys, reviews, products, and customer support tickets. MonkeyLearn leverages Machine Learning technology to power its text analytic...
RingCX is an AI-powered contact center solution that offers a single, unified console for all communication channels - from voice to social media. Featuring real-time dashboards and conversational insights that are driven by AI, contact center teams now have an inbuilt virtual assistant within their...
Intercom is a customer service platform that enables businesses to communicate with their customers in a personalized and efficient manner. The platform offers a range of features including live chat, email marketing, and customer support tools to help businesses engage with their customers at every...
YouGov is a Consumer Intelligence platform that helps companies gather actionable audience data to provide a complete view of target customers, activate audience data for effective, highly targeted campaigns and ads, and track campaigns and branding with competitive consumer intelligence.
UserVoice is a Product Feedback & Intelligence platform that helps companies collect customer feedback, conduct product research, create product strategies, and engage customers. UserVoice helps businesses redefine the future of their products, solve problems or issues, and create data-informed ...
