We are excited to introduce two new sentiment metrics on the Voyc Dashboard Conversation Insights tab: Overall Sentiment and Sentiment over Time!
Overall SentimentEasily toggle the sentiment you want to see or hide and obtain insights into the overall sentiment of all calls for the selected time frame. Viewable as a pie chart or a list, you'll be able to quickly and easily understand what frustrates and delights your customers. With Overall Sentiment, you can identify areas of improvement and make data-driven decisions to improve your customers' experience. | Sentiment over TimeTrack trends in positive and negative sentiment for a particular period of time and gain insight into how positive sentiment trends influence negative sentiment and vice versa. With Sentiment over Time, you can understand how your customers' sentiment is changing over time and make informed decisions to improve customer experience. By analysing sentiment trends, you can identify areas of success and opportunities for improvement.
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Holistic Insights into Customer Sentiment
Our two new sentiment metrics have the potential to greatly enhance your understanding of customer feedback. By adding these metrics to the existing sentiment word clouds, you'll gain a more comprehensive view of not only what your customers are saying, but also how they feel about your products and services. This expanded understanding can help you identify patterns and trends in the feedback data that may have previously gone unnoticed, allowing you to make more informed decisions about your business strategies moving forward.
Drill Downs
Our main focus for Q2 is to provide full drill downs for all the metrics on our dashboard, and preparatory work is well underway. The upcoming Sentiment drill down will enable you to dig deeper into topics, conversations, and agent trends. Watch this space!
We need your Feedback
At Voyc, we carefully consider all feedback and requests from our valued customers when building anything. We would appreciate any feedback you have on these new metrics, including how they help you gain deeper insights and how we can make them even more valuable.
These new metrics are available on all workspaces so head over to your Dashboard and let us know what you think!