{"id":51250,"date":"2020-12-22T11:48:19","date_gmt":"2020-12-22T11:48:19","guid":{"rendered":"https:\/\/www.sotrender.com\/resources\/?p=8251\/"},"modified":"2025-02-04T14:52:52","modified_gmt":"2025-02-04T13:52:52","slug":"sentiment-analysis-improve-customer-service","status":"publish","type":"knowledge_base","link":"https:\/\/www.sotrender.com\/blog\/knowledge_base\/sentiment-analysis-improve-customer-service\/","title":{"rendered":"How can I use sentiment analysis to improve customer service on social media?"},"content":{"rendered":"

\u2139\ufe0f Note: As of January 23, 2025, the Social Inbox feature is no longer available in Sotrender.<\/strong><\/p>\n

Providing customer service over social media comes with so many benefits, but you have to make sure your efforts result in a happy customer. To do that, your company can make use of the right type of analysis that can track emotional charge.\u00a0 Since sentiment analysis can improve customer service on your social media channels, we recommend regularly checking the results.<\/p>\n

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To recap our post that defined <\/span>social sentiment in social media<\/a>, social sentiment analyzes the emotion that is best portrayed in the contents of a comment or text<\/b>. However, instead of suggesting if the user feels happiness or contempt, sentiment analysis categorizes it across a spectrum divided into positive, neutral, and negative sentiment.<\/span><\/p>\n

These sentiment categories are defined in a pretty intuitive way. Neutral sentiment doesn\u2019t have a strong positive or negative tone, or it uses both to a similar extent. Positive sentiment means that a post has uniquely positive tones, while negative sentiment indicates uniquely negative tones.<\/span><\/p>\n

Why should I analyze social sentiment to learn more about my customer service on social media?<\/b><\/h2>\n

As <\/span>previous marketing research<\/span><\/a> shows, <\/span>consumers take reviews from other consumers pretty seriously<\/b>. What your customers have to say is the most important at the end of the day.<\/span><\/p>\n

If a restaurant had a poor rating on Google Maps, chances are you wouldn\u2019t go there since so many people didn\u2019t like the service. There\u2019s no sense in giving your money to a business that won\u2019t deliver quality results. So how can you tell when things are going well for you?\u00a0<\/span><\/p>\n

It won\u2019t be enough for you to check the data from native social media tools. Sure, your engagement rate might tell you that many people were interacting with your profile or content, but were they outraged or ecstatic? <\/span>The only way to find that out is through social sentiment analysis.<\/b> In the next section, we’ll go over the ways you can use sentiment analysis to improve customer service on social media.<\/p>\n

How can I use social sentiment analysis for social media customer service?<\/b><\/h2>\n

Actually, sentiment analysis can come in handy in a variety of situations. We\u2019ll give you a few examples of how social sentiment analysis can be used in marketing and PR on your social media profiles.<\/span><\/p>\n

Any given comment on your posts could include:<\/span><\/p>\n