What Are the Must-Have Features for a Call Center Text Sentiment Analysis Software?

Text sentiment analysis software helps analyze text communications in real time to detect callers’ intent, tone, and emotions. It can analyze conversations and uncover more context better than the human aspect. With reliable text sentiment analytics software, you can acquire valuable customer feedback and use it to enhance satisfaction.

Most organizations are turning to text analytics to decipher communications and improve customer experience. It helps analyze unstructured customer interaction data so you can understand the customers’ feelings and preferences.

Thanks to AI, ML, and Natural Language Processing (NLP) technologies, there are many text sentiment analysis software to choose from. Knowing what to look for can help you make better product decisions. 

Here are some of the top features to consider before choosing a sentiment analytics software:

Analytics and Reporting

The primary purpose of any call center software is to analyze sets of data. You need to monitor certain metrics and KPIs, such as customer satisfaction score, Net Promoter Score, etc. 

Therefore, it’s always wise to choose software that delivers key metrics that the company is targeting from customer interactions. Also, how the software reports the data after the analysis is essential. The software should have intuitive dashboards that display the metrics properly.

Analyze Text in Different Languages

Currently, most text sentiment analytics software is only available in English. However, it’s best to consider software that can analyze multiple languages, especially if you want to expand into foreign countries. Also, if you operate a global company, a multilingual tool can help you receive customer feedback in other languages.

User-Friendliness

What’s better than an intuitive, user-friendly text sentiment analysis software for your call center? Consider a user-friendly tool that your staff can easily navigate. 

Most modern sentiment analysis software tools are complex and require technical know-how to operate. Others require coding skills to use and aren’t practical. This poses a challenge in implementation, forcing companies to provide extra training and support.

The best text sentiment analysis software should not require any additional technical skills. Users should master it quickly without the need for intensive training. Choose simple, user-friendly software that different people can use easily.

Actionable Insights

The ideal text sentiment analysis software should have robust training tools that provide actionable insights. Before choosing an analysis software, it’s best to consider whether its insights can help you prioritize actions. Can the software point out issues in real time?

Make sure you choose software that can help you make data-driven decisions. This way, you won’t spend time trying to figure out what you need to improve.

Tagging Set-Up

Text sentiment analytics software establishes numerous categories based on the analyzed texts. Called tagging, it helps the software to start learning. Software tools that allow tagging are easy to set up and save valuable time and resources. These tools require feeding with certain keywords and word combinations to generate optimal results.  

The Bottom Line

You need to ensure that the software you choose aligns with your needs and your organization’s goals. Sentiment analysis is essential if you want to derive more feedback from interactions. It helps you retain more customers, improve the customer experience, etc. 

SuccessKPI text sentiment analytics software has all you need to help you improve customer experience. Its top features include 25+ language transcription, Playbook Builder for themes and keyword tagging, and intuitive dashboards. Schedule a demo or contact us today for help on text sentiment analysis!