Using Sentiment Analysis Tools

Wondering why automated sentiment analyzers are useful? In this article, we will define a sentiment analysis tool and offer a selection of top choices for your team in the current year.

What Does Sentiment Analysis Refer To?

Sentiment analysis is a method employed to assess the general sentiment conveyed in a written text, like a customer review, social media post, or email. It surpasses verbal communication, enabling you to refine your offerings, sales, and service strategies for enhanced customer satisfaction.

Why Is It Necessary For You To Have The Tools?

Think about this: How frequently is it that you inform a company that you have liked their offerings and assistance? If something really impresses me, I speak up, and if there's room for improvement, I speak up. If everything goes according to plan, I usually remain silent, and I am not the only one who does this.

Considering this, some customers may not clearly indicate their satisfaction level with your brand, which can pose a challenge when dealing with a large number of customers and the need to review all feedback manually. Automated tools for sentiment analysis accelerate the process and are able to examine the data, allowing you extra time to handle the derived insights effectively.

What Does a Sentiment Analysis Tool Refer To?

By delving further into these components, the tool reveals additional context from your discussions and aids your customer service team in accurately analyzing feedback.

Advantages of Implementing a Sentiment Analysis Tool

We will guide you through the important reasons why brands find sentiment analysis valuable.

Enhanced Quality of Products and Services

Understanding customer attitudes and concerns enables you to make necessary adaptations to your offerings. This will allow you to improve quality and satisfy your customer's needs. If your sentiment analysis tool consistently identifies mentions of a particular issue, then it indicates that further investigation is warranted. You could not connect the puzzle pieces as fast as you could with the help of the sentiment analyzer.

Making Well-Informed Choices in Business

Numerous brand sentiment analysis tools merge your data and present it in visual charts or graphs that effectively illustrate patterns in your customer feedback. This information allows you to make educated business choices in order to increase customer happiness. Utilizing a tool for sentiment analysis is crucial in order to recognize patterns in customer feedback effectively.

Top Tools for Analyzing Sentiments

1. Talkwalker

Talkwalker‘s "Quick Search" is a component of a broader customer service platform, which provides automated sentiment analysis. This tool is most effective when used on your social media platforms as it can accurately show you the sentiment towards your company's social media profiles. 

Quick Search analyzes your mentions, comments, engagements, and other information to offer your team a detailed overview of how customers react to your social media presence. This assists in enabling your team to strategize and create compelling campaigns that engage your desired audience.

Besides monitoring social media mentions, we also appreciate Talkwalker's ability to examine customer support tickets and emails, aiding in the identification of prevalent customer problems and worries. We particularly appreciate this feature for improving customer support procedures and better matching products with customer needs.

Advantages

• Review customer inquiries via support tickets and emails in addition to monitoring social media mentions.
• Includes various forms of data visualization to facilitate interaction with the data.
• Ability to track emotions in real time.

Downsides

• It is challenging to learn how to use the platform.
• The abundance of features may be daunting for a user.
• Talkwalker provides four different pricing plans.
• The cost of every plan can be provided upon asking.

2. Brand24

Brand24 is a tool for monitoring media that automatically conducts sentiment analysis for your brand or any topic relevant to your business. Sentiment analysis allows you to easily determine if mentions are positive, negative, or neutral. Brand24's standout feature is its capability to help companies locate real-time conversations about their brand.

This function enables quick participation in pertinent discussions with a simple click. This guarantees the prompt resolution of any problems, thereby boosting customer contentment. We enjoy Brand24's alert system, which informs your company of important changes in conversation volume or mentions related to your brand.

We found that this method allows for quick reactions to changes, particularly negative comments from popular profiles, protecting your brand's image.

Advantages

• Their strong analytics enable you to track the frequency of discussions about your brand and competitors, social media reach, key influencers, and other metrics.
• The alert system informs your company about major changes in the number of conversations or mentions related to your brand.

Negatives

• Brand24 may not be the right choice for a brand seeking a more comprehensive platform, as it is not an all-in-one solution.
• Real-time updates are currently not provided for the Individual or Team plans - to receive real-time updates, you must switch to the Pro plan.
• Personal plans are refreshed once every day, while group plans are refreshed on an hourly basis.

3. Critical Mention

• Critical Mention stands out from the rest on this list by examining news and other publications that mention your company along with social media. This allows you to understand the emotions portrayed in stories quickly making their way to the public eye. With news being constantly available, having software that can track online activity and notify you of any attention your business is receiving is beneficial.
• Critical Mention is able to notify you about news stories that are broadcast on television. You have the ability to browse video files for references to your company and conveniently edit videos to share with colleagues. We appreciate that Critical Mention utilizes up-to-date cloud technology and provides real-time alerts and thorough analytics.
• This offers trustworthy media tracking and analysis that we can seamlessly integrate into our reports and overall plan.

Advantages

• Get results and real-time notifications on the latest mentions and sentiments in just 60 seconds, keeping you constantly informed.
• If your business is praised during a live broadcast, immediately find the video clip and post it on your social media platforms.
• You get real-time alerts and detailed analytics.

Downsides

• Offering numerous copies of the identical article could impact your metrics.
• The platform doesn't consistently feature every publication.
• If they are not accessible, you may need to input them yourself.