Sentiment Engage offers a cloud-based digital customer service platform that consolidates interactions from social media, email, and chat into a single unified inbox. This system enables businesses to manage customer inquiries more efficiently, reducing response times by up to 10 times and operational costs by 50%.
Funding
Funding not disclosed
Founders
Product
Problem
Many businesses struggle to efficiently manage customer interactions across various digital channels, leading to delayed response times and increased operational costs. Siloed communication streams make it difficult for agents to maintain a consistent brand voice and provide personalized support.
Solution
Sentiment Engage offers a cloud-based digital customer service platform that consolidates interactions from social media, email, chat, messaging apps, and review sites into a unified inbox. The platform uses AI-powered automation to route conversations based on priority and service-level agreements (SLAs), ensuring that urgent issues are addressed promptly. Sentiment Engage also provides tools for automatic classification of inquiries, spam filtering, and profanity removal. The system enables businesses to manage customer inquiries more efficiently, reduce response times, and lower operational costs by providing a centralized workspace with shared visibility, canned responses, and approval loops.
Target Audience
Sentiment Engage primarily targets contact centers and online customer service teams that need to streamline their digital communication workflows and improve customer satisfaction.
Features
- Unified inbox for managing customer interactions across multiple channels (social media, email, chat, messaging apps, and review sites)
- Automatic routing engine that prioritizes conversations based on SLAs and internal rules
- AI-powered automation for spam filtering, profanity removal, and issue tagging
- Shared visibility features that allow supervisors and team managers to monitor queue status and agent performance
- Canned responses for faster and more consistent customer engagement
- Approval loops for coaching and onboarding new staff
- Real-time metrics and historical analytics for tracking team performance, queue trends, and SLA adherence
- Customer satisfaction (CSAT) surveys for gathering real-time feedback