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Text Analytics Guide for Pro's

Tips, tutorials and training

What is Text Analysis?

Customer feedback can be challenging to analyse, especially in a scalable way as more and more data flows keep flowing in.

The solution lies in sentiment analysis, something that Chattermill has optimised with our proprietary metric, Net Sentiment.

Net sentiment incorporates all feedback channels and gives deeper insight into responses and behaviour by allowing you to gauge sentiment across all of your different feedback sources and touch points to get a more holistic view of sentiment.

Chattermill aids this process by using AI to automatically detect sentiments and topics within a piece of customer feedback. It works by tagging each piece of customer feedback with multiple themes (examples for a mobile app company could be app security, ease of use, and app speed), and then the information is sorted into categories and given a score based on the level of negative or positive sentiment, which allows data to be quickly processed to reveal trends and insights across platforms.

What is this guide for?

Sentiment analysis is a natural next step when it comes to extracting the most insightful data from qualitative text.

Sentiment analysis is similar to topic classification, where the AI is taught to recognise certain key phrases within the text and assign rules for what to do with text that contains those key phrases. However, instead of analysing the topic or intent of a piece of text, the AI analyses the emotion or sentiment behind the words.

This is the ultimate guide to make sure that you master Sentiment Analysis in order to solve all problems you have analysing all your customers’ feedback.

After all, understanding the nuances of what your customers are saying and feeling is the difference maker.

Who is this guide for?

CX and customer feedback data analytics should be a priority across any organisation.

Whether you are a customer experience expert, an operations problem-solver, a creative marketer, or a strategic product manager, this guide will take you through everything you need to know about CX so you can introduce and scale a culture of customer-centricity throughout your team and organisation at large.

Why did we create this guide?

We put this guide together because we want to help you understand more about Sentiment Analysis and its importance in understanding nuances behind what your customers are saying.

On top of that, we want to explore further Net Sentiment, and showcase how it can help you go beyond all the text and scores, towards the meaning and sentiment behind every piece of customer feedback.

We believe that serving customers well is the ultimate driver of business success. What people and businesses are lacking is not the drive to serve their customers well, but the specific tools and processes to make sure everyone is aligned in putting the customer at the helm.