SentiSum @SentiSum

SentiSum is an AI-native Voice of Customer (VoC) platform that unifies every customer signal into one source of truth, powered by our Kyo AI Engine. sentisum.com London Joined April 2015

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SentiSum @SentiSum

3 hours ago

CSAT measures the temperature. Your conversations show you the fire. Full breakdown, including four more patterns CSAT can't see: sentisum.com/library/why-cs… #CSAT #customerintelligence

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One wellness retailer found this out the hard way. Everyone had blamed a returns problem. The real cause was one confusing step in the renewal flow, scattered across five ticket types. One fix closed all five. CSAT followed on its own, weeks later.

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SentiSum @SentiSum

3 hours ago

Your CSAT is 4.6. Your refunds are climbing anyway. Only 5 to 15% of retail customers ever answer that survey. The ones who reply already love you or already hate you. The quiet 85% in the middle, the ones actually deciding whether to buy again, never show up in the score.

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SentiSum @SentiSum

2 months ago

Full breakdown: which category you actually need, the 6-point evaluation checklist, and the pilot plan that proves fit before you sign. sentisum.com/library/custom…

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SentiSum @SentiSum

2 months ago

Don't take a vendor's word for it. Run a real pilot: Week 0-1: scope + backfill Week 2: test accuracy (85%+ or it's not ready) Week 3: alerting + routing Week 4-5: fix the top 3 root causes Week 6: readout, decide 45 to 60 days. Hard stop.

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SentiSum @SentiSum

2 months ago

Every CX analytics vendor will show you a dashboard. Almost none will show you the exact ticket behind the number. Here's how to actually buy this software (a thread) 🧵

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SentiSum @SentiSum

2 months ago

NPS was never the real answer. It was always a stand-in. A survey gives you a score from the few who replied weeks late. Your calls, tickets & reviews give you why, what it's costing & who owns the fix. 3 real cases with numbers: medium.com/@sentisumcx/np… #CustomerExperience

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SentiSum @SentiSum

3 months ago

75.7% of complaints at one payments company got blamed on engineering. The real cause: agent behavior. Slow replies, no follow-up. Your survey would never have caught this. Your tickets already had it. LINK: medium.com/@sentisumcx/np…

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SentiSum @SentiSum

3 months ago

Survey response rates keep falling into single digits. Most CX teams call that a survey problem. It's an attention problem. 3 companies read their tickets instead of their surveys. One found a 13x call spike caused by a stock page bug. Full breakdown: medium.com/@sentisumcx/np…

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SentiSum @SentiSum

3 months ago

Or let us read it with you. Send 4 weeks of conversations. In 48 hours we return what is breaking, what it is costing, and what to fix first. Every case above started this way. Full piece by @sharad82 here 👉 sentisum.com/library/why-np…

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SentiSum @SentiSum

3 months ago

Keep your survey. But stop treating it as the centre of gravity. The centre of gravity is the signal your customers are already generating, in volume, whether or not you are listening. Go and read what they are telling you.

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SentiSum @SentiSum

3 months ago

Your survey response rate is 7%. The other 93% never went quiet. They call. They ticket. They leave reviews. They complain to your agents every day. You just stopped reading. A thread on why NPS is broken, and what to do about it 👇