Become a Partner
The majority of clients we work with are introduced to us via technology alliances and agent/consultant partners.
If your company is a cloud platform in the contact center space needing digital channels (Email, SMS, Chat, Social and Messaging channels) integrated for contact center use we should talk.
If you are an agent or consultant working with contact center clients to help them improve digital channel support we should also talk!
We share revenue with our partners from 10-30%, as well as delighting the end clients!.
Thousands of agents, millions of customer conversations for the worlds most innovative companies
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Resolve customer issues 10 X faster
Slash costs by up to 50%
Deploy one unified queue for all digital channels and voice contacts.
Thousands of agents, millions of conversations from the worlds most innovative companies
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How We Help
Unified Inbox for multiple channels
You can handle all of your customer interactions through one unified inbox. Chat, Email, Social Media, reviews and Messaging conversations (and Voice via our partners) are all routed real-time and handled in one unique interface. AI based Bots take care of the repetitive questions leaving your agents with a unified inbox that has been designed for fast and reactive customer care. With the messaging first feel, gone are the old impersonal and transactional email and chat ticket systems. All channels become a messaging first experience, better for your customers and better for your team.
Group Channel Management
Manage Social Messaging channels like Facebook and Twitter (public and private) , web chat, and Messenger channels like Line in shared inboxes, and automatically load balance conversations across your online team and never miss a customer query or opportunity.
Shared visibility
You can view which of your team mates are online, how their own assigned conversations are going, and your supervisors and team managers can view the entire queue, who's working on what, and analyse unresolved conversations across all channels, including those falling behind service level agreement.
Slash response time and scale 300% using the same team resource with Automation
Automatic routing by SLA and priority
The Sentiment automatic routing engine takes all incoming conversations irrespective of channel and routes them to your online team mates based on internally set priorities or service level targets. Your team mates never get to cherry pick which queries they want to deal with, so issues are not missed, and response times are greatly reduced. You can either scale back on human resource, or triple your revenue with the same team.
Automatic classification
The Sentiment automation engine can carry out a whole series of defined events specific to your organisation. For instance spam is automatically classified and removed from queues, issues can be tagged by type with smart labels based on keywords, location, channel. Even remove profanities automatically from your public social accounts and many many more automations making your team more efficient and effictive, and your customers and prospects serviced far faster.
Canned responses
Save time and add consistency to customer engagment with canned responses
Approvals loop
Rapidly on board and coach staff using approvals loops, so responses must be reviewed by senior team mates before going out.
Continually improve operations ROI with real-time metrics and historical analytics
Team Performance
SLA and KPI tracking let you continually optimize your operations over time. Sentiment includes work force reporting letting you plan shifts, track team mate performance and report on productivity.
Queue Trend Analysis
Get actionable insights on current customer conversation queue size, and view performance over time with the inbuilt metrics on Response time, Conversations handled and resolve time.
SLA Tracking
Monitor and improve SLAs, by channel, conversation type, and team mate.
Real-time customer surveying
Get real-time feedback from your customers via inbuilt CSAT surveys, and improve client retention and repeat orders.
Client Success Stories
1385% increase in customers responded to
Sentiment “worked tirelessly in meeting our business needs, providing guidance at every step to ensure a smooth onboarding process, always listened to feedback that resulted in faster product innovations, and promptly communicated latest developments and recommendations - all of which has led to uSwitch being able to deliver a much higher standard of customer service online than ever before, and consequently, a very happy customer care team too.
It has been a fantastic journey so far for uSwitch and Sentiment”
DEW // Former Social Media Manager, Uswitch
Award winning customer care
“With their partnership approach and knowledge in the customer care sector, we selected Sentiment due to the companies strong service reputation and the capabilities of its engagement technology. Sentiment is a valuable partner for us – helping us drive faster resolution and providing our customers with fast and convenient ways of contacting us. They have been excellent in supporting us and helping us achieve our vision”
PETER // Head of Operations, Caravan and Motorhome Club
Leadership
Leon Chaddock / CEO
Leon has over 15 years’ industry experience in communications and contact centres. In 2007 he founded one of the first companies in the world to offer Social Media Listening and Analytics. Prior to this he worked on complex joined up/cross departmental contact center projects. He regularly speaks on webinars and at conferences on topics including social customer service, and deploying messaging in the omni-channel mix.
Michael Jackson / Chairman
Michael studied law at Cambridge University, and qualified as a chartered accountant with Coopers & Lybrand before spending five years in marketing for various US multinational technology companies. From 1983 until 1987 he was a director and from 1987 until 2006 was chairman of FTSE 100 company The Sage Group plc. Michael Jackson MA FCA (Chairman of the Manager) founded Elderstreet Investments Limited in 1990 and is its executive chairman.
JM Blond / CFO
Jean-Marc holds an MBA in Finance and Marketing from the University of Westminister, London and is responsible for all finance reporting and forecasts for Sentiment Group companies and board.
Become a partner
If you would like to learn more about working with us please fill out the below form. We would love to hear from you!
