
Apr 11, 2022
What is Customer Sentiment Analysis and Ways It Improves the Customer Experience
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Arnoud Schouw, VP of Customer Support at Baiduar, explains how SupportLogic revolutionized their support operations. By leveraging real-time customer score data, Baiduar improved customer relationships, empowered support agents, and implemented effective escalation management processes. These changes led to an 80% reduction in escalation rates, a 72% sentiment increase among strategic customers, and a 93% sentiment boost for VIP customers. Arnoud highlights SupportLogic as a tangible, day-to-day solution that enhances both customer experiences and internal operations.