Customer Sentiment
What is Customer Sentiment?
Identify connections between customer sentiment, customer behavior, and business results with Upstream Works' feature rich desktop. Customer sentiment is the attitude or emotion a customer expresses toward an organization during an interaction.
Sentiment can be positive, negative or neutral, and it can change during a single conversation. Contact centers detect it from the words customers use in chats, emails and transcribed calls, and sometimes from tone of voice. Sentiment analysis tools score each interaction or each turn in a conversation, giving agents and supervisors an early signal when a customer is frustrated or at risk of leaving.
In real time, a shift in sentiment can prompt an agent to change approach or a supervisor to step in. Over time, sentiment trends by contact reason, channel or product show which experiences leave customers unhappy and why. Sentiment is usually reviewed alongside survey results and resolution data, since it reflects how customers feel even when they never answer a survey.
Related: Natural Language Processing (NLP), Conversational Data, Survey Tools, UW Insights.