Sentiment Analysis

Sentiment Analysis

Using its sentiment analysis platform and in-house expertise, Katalyst allows brands to understand precisely how their brand is positioned within their social channels, what customers are saying about them and their campaigns, who are the key influencers, how customers are engaging and how they are positioned against their competitors all in real time.

This valued insight allows management teams to make informed decisions around customer satisfaction, customer experience, effectiveness of marketing campaigns and competitive positioning.

 What is sentiment analysis?

Sentiment Analysis is the process of determining whether a piece of writing is positive, negative or neutral. It’s also known as opinion mining, deriving the opinion or attitude of a speaker.

Katalyst’ s sentiment platform analyses data across the web, social media, blogs, news feeds, forums, call centre call recordings, emails and chat logs and cross references against search strings providing a single view of sentiment across the all communications channels.

Katalyst’s USP’s
  • The ability to transcribe call recordings to text and then analyse sentiment across the contact centre
  • Dashboard development to capture all data across an organisation in one place in real time
  • Bespoke alerts by email or SMS based upon key events
  • The accuracy of the sentiment algorithm combined with machine learning
  • Vertical analysts to assist you in understanding how to improve the metrics within your business

The sentiment platform measures up to 50 different elements of sentiment across all media channels including positive and negative sentiment, intent to purchase, loyalty, risk, speculation and intent to deceive.

Once set up then the sentiment platform is able to benchmark key performance metrics across the business and that of competitors.  Our analysts are trained to support you in understanding where you can gain a competitive advantage.

Sentiment helps to identify
  • Customer Satisfaction
  • Customer Dissatisfaction
  • Customer likely to purchase again, be upsold or to refer a friend
  • Intent to purchase
  • Intent to fraud
  • Competitor performance