Best Tools for Sentiment Analysis

To keep your customer satisfaction high, it's essential to understand customer feedback. But with all the different customer touchpoints across multiple communication channels these days - surveys, chatbot interactions, help desk support tickets, social media, and more - gathering and understanding that data can be tricky.

That’s where sentiment analysis comes in. By leveraging natural language processing (NLP) algorithms, the best sentiment analysis tools allow companies to track feedback about themselves and competitors across multiple platforms in real time, which is nearly impossible to do manually. After compiling this data, they generate valuable insights about how positively or negatively a company is viewed by customers, employees, and other stakeholders.

In this article, we'll discuss how these tools work and the best ones currently available.

1. Viable

For any company, tapping into qualitative insights is invaluable: it helps inform decisions and shape experiences that put customers first.

That said, traditional analytics aren't up to par when it comes to unlocking sentiment. Simply tagging keywords without context often misses the nuance behind the feedback. True analysis goes beyond keywords, and Viable’s AI helps you unlock deeper insights by instantly categorizing feedback by urgency, sub-themes, user profile, and more.

Many companies find themselves with too much feedback to sort through, and not enough time and resources to do so. Extracting data via SQL queries, sorting it into relevant categories, and making recommendations can swallow up your team’s valuable time. Viable’s NLP model, powered by cutting-edge GPT-3 technology, takes care of all this legwork. Unlike most sentiment analysis tools, Viable is able to clean and sort data, analyze it, and make recommendations in simple terms.

Curious to see how Viable can help you generate more useful customer insights in less time? Schedule a demo today.

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2. Brand24

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Market research is the foundation of any successful product launch. It allows you to understand your target market, identify trends and opportunities, and make data-driven decisions about how to best deliver value to your customers. But good market research can be time-consuming and expensive due to the required manual work.

Advanced sentiment analysis tools like Brand24 are able to analyze vast amounts of data from a variety of sources in order to uncover valuable customer insights. This helps you understand what people are saying about your brand, products, competitors, and the industry as a whole. Armed with this knowledge, you can make more informed decisions about product development, marketing campaigns, customer service strategies, and more.

3. MonkeyLearn

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Analyzing customer feedback is crucial to understand how your products and services are perceived, and adjust accordingly. With MonkeyLearn, you can unlock an array of possibilities that help you shape the best user experience possible. You’re able to choose between using ready-made machine learning models, or building your own tags so that only relevant product information reaches you. No more wasting time analyzing irrelevant data.

Plus, sentiment analysis doesn’t just help keep your existing customers happy—it also helps acquire new ones by offering them custom-made experiences. However, MonkeyLearn still requires some manual work to create user-readable buckets, while a tool like Viable automatically categorizes feedback into natural-language reports.

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4. Jive Insights

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In an increasingly competitive job market, employers are facing the challenge of filling talent gaps in their workforce. Unhappy employees can easily move on and find better options elsewhere. Companies can tackle this issue by making sure employees are able to easily provide feedback on how things can be improved in the organization—and Jive Insights makes the process easier than ever.

Through its proprietary contextual analysis engine, you can take advantage of your employees’ best ideas and quickly respond to their top concerns. And you don’t need to be an analytics whiz to use it—its intuitive dashboard makes it easy to understand how your employees are really feeling. While Jive Insights is a useful tool for better understanding employee feedback, it lacks the broader functionality provided by a platform like Viable.

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5. Salesken

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For sales leaders, helping their teams reach peak performance is the number one goal. Salesken is a conversational intelligence platform that helps sales reps perform well in customer conversations. It leverages AI tools like tone detection to help sales teams better understand their customers' signals.

The post-call analytics that Salesken provides is especially useful for sales leaders who are looking for ways to benchmark their top performers and update their playbook accordingly. With these analytics, you can gain insight into how your top reps handle complex confrontations and tough conversations, and provide guidance for the rest of the team. With this information, you can build a more accountable and efficient sales team that brings in more revenue for your company.

Yet, improving sales performance through conversational AI is just the tip of the iceberg. A comprehensive solution like Viable works across customer surveys, chatbot interactions, and more, allowing you to realize the full potential of generative analysis.

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6. Keyhole 

By collecting data from various sources like Twitter, Facebook, and Instagram, social media sentiment analysis tools can identify patterns in customer conversations that lead to useful insights. This helps inform decisions about product development, marketing campaigns, customer service interactions, and more.

With Keyhole, you get real-time monitoring and reporting on conversations related to your product or brand across all major social media platforms. This means that any time someone mentions your product or brand in a comment or post, you'll be alerted so you can respond in a timely manner. This helps keep your customers happy and allows you to nip any negative sentiment in the bud before it escalates into something bigger.

While Keyhole is especially useful for analyzing sentiment across social media, Viable is the overall winner due to its broad reach and integration across multiple domains.

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From surveys and chatbots to social media channels, tracking customer feedback can be an overwhelming task. That’s why, in the digital age, the best sentiment analysis tools are so valuable—the leaders in this space leverage the power of AI to compile and analyze feedback in real time. 

Curious to see how Viable’s generative analysis can take your customer understanding to the next level? Test our AI with your data.