The continued influence of social media channels such as Facebook, Twitter, Instagram, and YouTube has forced companies to tailor marketing strategies for online consumers. Every day around the world, Facebook users post about 4.3 billion messages and YouTube users upload more than four million hours of video content. No matter what the social media channel, it contains invaluable data for marketers.
Call tracking for small businesses can have a major impact on the success or failure of the business. Those that rely heavily on customer phone calls should analyze and track calls so they understand the effectiveness of their marketing campaigns. It is a fact that phone calls remain one of the most valuable types of marketing leads.
But knowing how to analyze and track call data is challenging for many small businesses. You have to have a tracking software that can show you all the necessary data in one dashboard.
Sentiment analysis is the interpretation and classification of emotions within voice (call) and text data (call transcription). With this process you can identify the customer’s sentiment toward products, brands or services in online conversations.
At Call Sumo we use sentiment analysis in determining the tone of the conversation for both the customer and the representative. We generate a “score” as a whole to identify which calls should be reviewed for training, and identify which conversations went well!