Leveraging Customer Sentiment to Improve CX in Call Centers

CSAT is a go-to metric for most CX teams.

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But, as we’ve pointed out in previous articles, CSAT doesn’t tell the entire story. Only a fraction of customers takes the time to complete CSAT surveys. To complicate matters, CSAT only tells you about how a customer feels at the end—not at the beginning or midpoint—of an interaction, which makes it difficult to understand the full experience truly.

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Implementing a customer service QA program is a key step for overcoming the CSAT blindspot, but manually reviewing each ticket for sentiment insights is not feasible. Modern CX leaders are looking for a scalable, automated way to leverage customer sentiment data, which is why we’re excited to introduce a new solution from MaestroQA.

What is Customer Sentiment?

At MaestroQA, we consider customer sentiment as the emotion behind engagement. And, as any experienced support agent will tell you, customer emotions can quickly change—even during a single support interaction. 

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For example, an angry customer might cool off as he chats with a friendly, knowledgeable agent and receives his desired outcome. Conversely, what starts as a neutral conversation could rapidly turn negative if the customer is asked to re-explain her situation multiple times. Simply put, customer sentiment can evolve as the experience progresses. 

Understanding Customer Sentiment with MaestroQA

Our new Sentiment Analysis Dashboard in MaestroQA uses Artificial Intelligence (AI) to surface tickets containing negative customer sentiment—even tickets that do not have a CSAT score. Intuitive charts and graphs convert raw sentiment data into actionable insights for CX leaders. From a single view, users can instantly see:

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• Total number of tickets available and analyzed
• Number of tickets containing negative sentiment
• Negative sentiment trends over time

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MaestroQA pulls in the specific comments that contain negative sentiment into a scrollable experience, which makes it easy to review customer feedback and look for potential issues. Need to see the original support ticket? Just click on the ticket number to view it in your help desk software.

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Our Sentiment Analysis Dashboard lets you slice and dice your data by agent group, channel, tag, and other criteria. Are new agents more likely to contribute to negative sentiment? Is a poor chat experience causing customers to express their frustration? With MaestroQA, you’ll be able to answer difficult questions like these and make data-driven decisions about coaching, staffing, and technology.

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Applying filters to the Sentiment Analysis Dashboard provides an even more refined look at the data. Filter by tag, rubric and channel agent group to analyze customer sentiment from a new perspective.

Customer Sentiment Q&A

We’ve received positive feedback from customers since announcing the beta availability for the Sentiment Analysis Dashboard. In case you’re interested, here are a few answers to common questions:

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What does MaestroQA use as its basis for detecting customer sentiment?

Sentiment is based on the conversation itself, not CSAT. MaestroQA uses AI to automatically detect and flag negative sentiment within a sample of tickets.

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How quickly does sentiment analysis occur on a ticket?

MaestroQA customers can expect to see sentiment data within three hours of an interaction.

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Does sentiment analysis occur on open tickets, too?

Yes, MaestroQA can analyze both open and closed tickets.

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How can I learn more about the Sentiment Analysis Dashboard while it’s still in beta?

Feel free to request a demo of the Sentiment Analysis Dashboard or other MaestroQA features.

Turn Negative Sentiment into Positive Experiences

Listening to customer feedback—even when negative—is one of the best ways to improve your support operations and elevate the overall customer experience. The Sentiment Analysis Dashboard from MaestroQA is built to help you do that.

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Interested in learning more? Request a free demo of MaestroQA.