SentiSum

SentiSum is an AI-native Voice of Customer (VoC) platform that unifies every customer signal into one source of truth, powered by our Kyo AI Engine.

[SentiSum @SentiSum]

Full breakdown: which category you actually need, the 6-point evaluation checklist, and the pilot plan that proves fit before you sign.

https://t.co/OuUK57996u

[SentiSum @SentiSum]

Every CX analytics vendor will show you a dashboard.

Almost none will show you the exact ticket behind the number.

Here's how to actually buy this software (a thread) 🧵

[SentiSum @SentiSum]

Don't take a vendor's word for it. Run a real pilot:

Week 0-1: scope + backfill
Week 2: test accuracy (85%+ or it's not ready)
Week 3: alerting + routing
Week 4-5: fix the top 3 root causes
Week 6: readout, decide
45 to 60 days. Hard stop.

[SentiSum @SentiSum]

NPS was never the real answer. It was always a stand-in.

A survey gives you a score from the few who replied weeks late.

Your calls, tickets & reviews give you why, what it's costing & who owns the fix.

3 real cases with numbers: https://t.co/P19fFROgU4

#CustomerExperience

[SentiSum @SentiSum]

75.7% of complaints at one payments company got blamed on engineering.

The real cause: agent behavior. Slow replies, no follow-up.

Your survey would never have caught this. Your tickets already had it.

LINK: https://t.co/P19fFROOJC

[SentiSum @SentiSum]

Survey response rates keep falling into single digits.

Most CX teams call that a survey problem. It's an attention problem.

3 companies read their tickets instead of their surveys. One found a 13x call spike caused by a stock page bug.

Full breakdown: https://t.co/P19fFROOJC

[SentiSum @SentiSum]

Or let us read it with you.

Send 4 weeks of conversations. In 48 hours we return what is breaking, what it is costing, and what to fix first.

Every case above started this way.

Full piece by @sharad82 here 👉 https://t.co/ceIuV7m9J5

[SentiSum @SentiSum]

Your survey response rate is 7%.
The other 93% never went quiet.

They call. They ticket. They leave reviews. They complain to your agents every day.

You just stopped reading.

A thread on why NPS is broken, and what to do about it 👇

[SentiSum @SentiSum]

Keep your survey.

But stop treating it as the centre of gravity.

The centre of gravity is the signal your customers are already generating, in volume, whether or not you are listening.

Go and read what they are telling you.