Chatmeter has announced new enhancements to its Pulse sentiment analysis tool. The upgrades are powered by AI and NLP, providing users with more customization options and detailed reports.
Chatmeter's platform processes millions of customer reviews and comments every day, analyzing the emotions conveyed within them. Pulse provides brands with an intuitive and visual way to track trends and identify the most important customer concerns.
"As a pioneer in the industry for nearly 15 years, Chatmeter has been at the forefront of delivering solutions to enhance the customer experience and has demonstrated its ability to adapt to changes in technology and trends. We have a rigorous roadmap of new enhancements all designed to create more meaningful customer conversations, elevate brand intelligence, and drive customer loyalty and growth for multi-location brands," said Dan Cunningham, Chief Technology Officer, Chatmeter.
The recently introduced modules and customized topics enable brands to dive deeper into their customer feedback, revealing more actionable insights that can have a significant impact on their business performance.
Pulse’s new modules provide more details on:
The most commonly expressed positive and negative topics by customers on various online channels, along with their corresponding sentiment and star ratings.
The trends in the frequency of online mentions of a particular category over a selected period of time.
Main locations by rating
The most frequently mentioned topics, which are visually presented
With Chatmeter's Pulse tool, brands can create custom topics to track trending customer reviews across all locations, enabling targeted sentiment analysis. The tool helps brands get a better understanding of customer reactions to new products and services, as well as explore new ways to deliver personalized customer experiences at every step of the journey.
The new modules and custom topic functionality of Pulse allow brands to gain insights into the success of their top-performing locations and the specific factors driving it. By tracking customer feedback comments across all locations, brands can gain deeper insight into large-scale patterns at a corporate level. For example, they can track comments about new products and services or reviews about a specific location, which can provide valuable information about customer experience and sentiment.
Elsewhere, Chatmeter has recently conducted a consumer survey revealing that online reviews have enormous potential to boost a brand's reputation.