Sentiment Omnichannel Software

Sentiment.io is a cloud customer service platform that revolutionizes the way businesses handle their digital communications by providing a unique conversational interface. This platform enables companies to manage all their customer interactions through one unified inbox, encompassing chat, email, social media, reviews, messaging conversations, and voice communications via partnerships. It is designed to streamline the processing of customer inquiries in real-time across various channels into a single interface. Sentiment.io employs AI-based bots to address repetitive questions, allowing customer service agents to focus on more complex issues. This approach eliminates the impersonal and transactional nature of traditional email and chat ticket systems, offering a messaging-first experience that enhances both customer and team satisfaction.

Sentiment.io's product offerings cater primarily to enterprise contact centers seeking to improve their engagement across over 15 channels, including email, live chat, social media, and various messaging platforms like Facebook Messenger, Twitter, Instagram, Line, and WhatsApp. The platform boasts next-generation features such as ChatBot functionality and dynamic agent routing, optimizing the allocation of customer inquiries to the most suitable service agents. Additionally, Sentiment.io equips businesses with advanced workforce and agent performance metrics, enabling them to maximize the return on investment from their customer service operations. The company's focus on enhancing customer relationships, improving digital and social presence, and boosting overall return on investment makes it a comprehensive solution for businesses aiming to modernize their customer service infrastructure and achieve better outcomes in customer satisfaction and engagement.

Sentiment.io offers an innovative solution well-suited for businesses aiming to streamline and enhance their customer service operations. The platform presents a variety of features designed to improve the customer service landscape for enterprises, particularly catering to the requirements of e-commerce and retail companies.

Key offerings of Sentiment.io include:

1. **Unified Inbox**: A core feature that allows customer service representatives to manage all customer interactions from a single interface. This amalgamates communications from various channels such as chat, email, social media, review sites, messaging apps (including SMS and MMS), and also integrates voice communications through partners. This unified approach facilitates a messaging-first experience, aiming to replace impersonal email and chat ticket systems.

2. **OmniChannel Support**: Sentiment.io's platform supports an extensive range of channels including email, live chat, social media platforms (such as Facebook, Twitter, Instagram, YouTube, and VK), review sites (like Trustpilot), messaging apps (including Line and WhatsApp), and custom channels. This broad support ensures businesses can engage with customers on their preferred platforms, enhancing the customer experience.

3. **Advanced AI/NLU Chatbots**: The platform integrates advanced AI and Natural Language Understanding (NLU) chatbots, which handle repetitive queries, allowing human agents to focus on more complex issues. These chatbots offer capabilities such as live viewing of chatbot conversations, manual takeover of conversations, and seamless handoff to agents based on various criteria, including automated customer identification and verification.

4. **Best In Class Analytics**: Sentiment.io provides comprehensive analytics across all channels, offering insights into agent and team performance, issue resolution metrics, Customer Satisfaction (CSAT) and Net Promoter Score (NPS) scoring, and various time metrics (such as handle time and response time). These analytics are crucial for understanding service performance and areas for improvement.

5. **Pay as You Go Commercial Model**: The platform offers a flexible billing model with no limits on seats or channels, charging based solely on the volume of conversations or cases handled. This model supports easy scaling for businesses, allowing them to start small and expand as needed.

6. **Advanced Routing and Customer Satisfaction Scoring**: Sentiment.io's solution includes best-in-class routing features that direct new issues in real-time to the most appropriate agent, factoring in availability, SLA, priority, and issue type. It also features automatic reassignment of issues when agents are unavailable. Additionally, the platform automatically scores customer satisfaction, providing real-time visibility through NPS and CSAT dashboards by agent and team.

Sentiment.io is positioned as a platform that promises a modern, efficient, and personalized way of interacting with customers, driving improved customer satisfaction, sales, and cost efficiency for businesses in the digital age.

Sentiment.io offers pricing based on the number of agents or named users that need access to the platform, plus customer conversations held, and the specific functionalities required. The billing is done annually upfront. Their contracts span a 12-month period, but customers can upgrade their plans at any time by contacting their customer success manager.

For customers engaging with a significant volume of conversations, Sentiment.io provides additional pricing details, such as an additional charge of $250 per thousand conversations. This pricing structure is integrated into popular CCaaS platforms like Genesys and Talkdesk, and covers a wide range of digital channels including Facebook, Instagram, YouTube, LinkedIn, WhatsApp, Line, Trustpilot, Apple Store reviews, Google Store reviews, email, web chat, and SMS, amongst others. These plans are based on the number of agents or named users required and the number of customers engaged with.

Furthermore, Sentiment.io offers a 30-day, 100-conversation unlimited feature trial for free. This trial is part of their omni-channel offering which includes support across a wide range of digital channels. The commercial model is pay-as-you-go, offering unlimited seats and channels, including all enterprise features, where payment is based on the volume of conversations or cases handled by the team.

If, within the first month of collaboration, a customer is unhappy with the services provided, Sentiment.io offers a full refund of the fees paid to date, no questions asked.

Sentiment.io's platforms and services are used by a variety of clients, most notably introduced through technology alliances and agent or consultant partners. These partnerships are primarily with companies operating cloud platforms in the contact center space that require integration of digital channels like Email, SMS, Chat, Social, and Messaging channels for contact center use. Additionally, agents or consultants working with contact center clients to enhance their digital channel support are significant users of Sentiment.io's offerings. These collaborations aim to improve client satisfaction and efficiency in handling customer service across multiple digital channels, benefiting from Sentiment.io's omnichannel customer service platform.