[Release Announcement] Sentiment Detection And Analysis Of User Feedback - Now, Gauge The MOOD Of Customers On Your Website

[Release Announcement] Sentiment Detection And Analysis Of User Feedback - Now, Gauge The MOOD Of Customers On Your Website

We have added a new capability inside the feedback product – Sentiment Analysis. We’ll programmatically classify all the incoming user feedback on your website as – positive, neutral, or negative in its sentiment.

The purpose is to give you an idea of the customer happiness quotient, simply by putting a time series of how the customer sentiment is changing over a period of time on your site. You can access this chart under Feedback > Stats section. Here’s a glimpse –

Measuring customer happiness – by analyzing sentiments in your user feedback

Also, each of your feedback threads in the dashboard will display its corresponding sentiment as detected by our self-learning algorithm. Underneath are samples of classification from our own customer feedback (notice the sentiment icon on the upper right corner for each of the feedback emails).

Feedback sentiment analyzer – negative classification

Feedback sentiment analyzer – neutral classification

Feedback sentiment analyzer – positive classification

This is an experimental feature. And the program is an auto-learning one. It does a decent job and with time it will only get better. If you notice a thread being incorrectly classified, you can make our classification algorithm a bit better by taking the pain and re-classifying as shown underneath –

Re-classifying sentiment for a feedback

Under the Feedback > Stats section, we also give you an overall distribution of sentiments across all the feedback received on your website.

The overall distribution of sentiments in your user feedback

Hope you liked what you saw. Your feedback on this feature will help us improve.

iImage source: WebEngage

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  • Created: 19 Jun 2014
  • Last Updated: 10 May 2021

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Author

Avlesh Singh Co-founder and CEO, WebEngage

Avlesh is the co-founder and CEO at WebEngage. He occasionally writes here and on his personal blog.


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