Customer Satisfaction While customer satisfaction (CSAT) can be measured in many ways, one of the most typical methods is to capture a customer’s response via post-interaction surveys offered over the phone, via email, SMS, or at the conclusion of an online chat session. While numbers vary across industries and verticals, CSAT survey response rates tend to fall between 10-30%. How can a CCaaS solution impact Customer Satisfaction? Modern CCaaS solutions offer another means of measuring customer satisfaction – sentiment analysis. This technology enables contact center leaders to essentially “see” customer emotion, either in real-time or as a recording, through a visual dashboard that monitors all phone calls and other digital channels. Moments perceived to be negative because the customer used harsh language or had an annoyed tone of voice are indicated by a symbol such as a sad emoji or a thumbs down. Positive and neutral moments have different symbols. Rarely do people complete CSAT surveys when they’re happy. With sentiment analysis, a supervisor can see a customer’s response along the entire interaction across a spectrum of emotions. Using this information to coach agents and/or redesign workflows can pay dividends through happier, repeat customers. To differentiate one’s brand through top-tier customer service, a company needs as much data as possible to derive insights from, and modern CCaaS platforms with sentiment analysis offer those capabilities. Sentiment analysis software is typically baked into a modern CCaaS solution or is available as a feature add-on (either proprietary or a 3rd party). GOAVANT.NET