Types of Sentiment Analysis and Its Benefits for Improved Customer Experience

Introduction

Sentiment Analysis or Customer Sentiment Analysis is a complex task performed through Natural Language Processing (NLP), where customers share their experience with the brand or product. The artificial intelligence algorithm helps identify the quality of the same. In eCommerce, feedback features are essential and expected to be received through one or more sources. Online marketplaces have used it to build trust and healthy competitiveness in the market to embrace customer engagement. Buyers, too, find the feedback system reliable and decide whether to purchase a product or not after getting satisfied with the shared customer sentiment. 

It is highly possible that poor management or negligence of customer feedback can drain your brand’s operational power, due to which eCommerce brands and sellers are said to engage themselves in disciplined and organized operational activities. They should monitor and control the brand and target to win Buy Box Button. Many brands have established a professional customer service center to safeguard customer interest. Any dissatisfied customer can reach out to the team to resolve their issues. But is it enough to analyze what your customers are looking forward to from your brand? No, it is not all that could protect you from angry customers. Let us look up to check on managing Customer Sentiment Analysis better. 

Types of Customer Sentiments Analysis: 

• Detecting Sentiments 

Detecting Sentiment is one method through which analysis can be done under Opinionated data and Objective data types. The two main subjects of this analysis type are comments on the feedback section “It was lovely but can work on costing!” and “Good service but lack customer care instant response.” These statements have a suggestion or an opinion as per their experiences. In this regard, the management process would be different and categorized under detection analysis. 

This is highly used to understand the sentence feedback so that sellers can understand what they have to improve. Through automated sentiment analysis, tracking software systems are designed under this feature to let the brand decode the exact Sentiment the customer is trying to portray without going through the entire content. 

• Categorized Sentiments

Categorizing Sentiments is an analysis technique where ratings such as excellent, sound, and poor are analyzed. This type of analysis only deals with the star ratings upon the quality of service and product they received. A manual method would not understand what the star signified. And hence, they bring the best decoding of the stars allotted to the service. 

Customers generally want to have access to float their feedback through the most straightforward method. It is the most convenient method to express but hardest to understand. It often has no explanation, which means the seller needs to have a clear picture with the help of a customer sentiment analysis tool. 

• Polarity

It is the analyzing mixture statements that have positive and negative feedback and creates confusion for the brand or seller to understand. If the seller has received a comment such as “product is expensive but worth it,” the seller cannot understand whether the customer liked the product or not. If these comments are dropped in the section, a simple way to learn its central meaning is by applying a sentiment analysis solution. 

The cloud-based tool is specifically designed to grant ease and proximity to the seller and brand to know where they are lacking behind. They may think upon reframing their pricing policy or enhancing product quality. Certain tricks need to be executed to learn about the target customer’s business performance to improve the lagging. 

Benefits Brands Receives from Customer Sentiment Analysis

• Accuracy in Results

The seller could know the most appropriate feedback of the customer. Nowadays, brands want customers to share their experience but cannot extract the best out of it for betterment. That is why the tool is defined to monitor and manage more effectively and efficiently. It is important to acknowledge the real customer opinion. If you guess and work on their issues, you may dedicate yourself in the wrong way. It is better to address on time with full correctness and clarity.

• Better Future Insights

The more you understand about the loopholes, the better you plan your business framework. The customer feedback analysis is critical to administer on the most immediate basis. It helps the brands to continue the sales seamlessly and encourage new customer engagement too. The tool method to understand the highest possibility of improvement adds strength to the brand and sellers. Planning foolproof strategies to standardize customer analysis is only possible through an automated tracking system that covers the monitoring and addressing the issues and experiences the customers share without delay. It enriches brands to work on their loopholes to protect upcoming selling efficiency before it’s too late. 

• Saves Time and Energy

Tools are made to fasten and smoothen the business’s operational activities. But what if you indulge in minor operational duties and lose your core focus in the business? This is depressing and the start of the business downfall. But implementing a software solution could give you a fantastic experience for management. It saves your time and effort to concentrate on your primary objectives. When brands do not know how to empower their employees’ productivity, they set a tracking solution to create a captivating experience. Therefore, brands must start thinking about saving their professionals’ hard work and cherish their productivity. The best trick is taking the help of a powerful analytics tool that grants you accessibility to know your business better, avoiding prolonged mechanisms. 

• Consistency in Measurement

Regularity is the need of online brands to beat the competition with enhancement and advancement. If brands or sellers keep an eye on feedback management, they cannot ensure impressive results because of irregular and ineffective processes.  But tracking and preparing a real-time report on customer sentiment is very different. They encourage brands to be constant and more knowledgeable of what they are doing in their performance. They can decode and address such issues immediately through a solitary dashboard and give the customer a sense of responsibility and accountability towards their services to retain their trust. 

Losses Due to Ineffective Sentiment Analysis

• Low Brand Goodwill

The number of stars added in the listing decides whether you will get a conversion or not. If you do not care about the same, even the customers will stop looking for your products. After purchasing their products, the brand needs to know about their customers’ experience. In e-commerce, ignoring business flaws will never work; instead, brands must address the issues with accountability. If the brand does not address customer issues, buyers may stop coming to you for purchase. They may shift their trust and purchase habits from you to your rivals. Hence, your business would come to an end of its journey with angry customers. 

• Low Profitability

You may manage to neglect what your customers feel about your products for some time. But this will not continue for a long-time. The unsystematic operational activities and carelessness hollow the business and give you pain in return. It means if you respect the effort you put into growing your business, you also need to acknowledge the business’s real essence: Customers’ Feedback. If not, then the result would be very harsh, and that will start with your low conversion rates. So, if you are getting conversions lesser than the previous, do check your customer’s point of view to strategize better. 

End Thoughts

The higher you want to fly, the broader you have to think for improvement. This mantra should be known to all online brands and sellers. You cannot achieve anything without putting effort and sentiments towards it. If you do not acknowledge what your customers are upset about, your rivals will do it on your behalf. And undoubtedly, you will be a loser for sure! But before the table turns, you should not leave any stone unturned to unlock your success gateway by focusing on your customer’s point of view and increasing your scale of operation immensely.