You can also use Contentsquare’s artificial intelligence to jumpstart your user sentiment research process with automated survey-building and a generated summary report of responses including key findings, quotes, and suggestions for next steps to take. Let Contentsquare AI analyze your survey results to gain an instant snapshot of sentiment data, track how positive, neutral, or negative sentiments change over time, and examine overarching themes with automated tags to gain insights to bring to your team, get buy-in from stakeholders, and keep your research user-centric.
For more in-depth insights, identify trends in user sentiment then watch session replays of individual users navigating your product or site to find out the reasons for their negative feedback. For example, you might identify a broken link that’s leading customers to u-turn from a landing page.
How Contentsquare helps with user sentiment analysis:
- Survey and feedback tools to gather data about user sentiment
- Survey templates, such as NPS score, CSAT score, exit-intent, B2B churn, and B2B usability
- AI in Voice of Customer and its built-in sentiment analysis feature that automate the research process
- Customizable dashboards for a visual overview of your insights from key sessions—like u-turns and rage clicks—alongside behavior data
- Heatmaps, which show where users click and scroll the most on your page, and session recordings to get deeper insights into the ‘why’ behind your findings
- Slack and Microsoft Teams integrations
Voice of Customer's surveys let your users rate their experience on your site and then ask them to explain why.
3. Qualtrics XM + Clarabridge
With the acquisition of Clarabridge, Qualtrics XM now offers sentiment analysis and data collection capabilities. This software lets you send out NPS surveys and predict churn from the results, while the tool’s natural language understanding (NLU) breaks down your customer interactions to analyze topics, sentiment, intensity, emotion, and effort.
Use Qualtrics XM to quickly visualize the purpose of customer service conversations and the emotions they stir up, so you can improve the areas of your product that cause customers to reach out in the first place, while enhancing customer service interactions.
Qualtrics XM's social listening feature lets you keep an eye on what your customers are saying across the web, so you can analyze and visualize the opinions customers share about you on social media and review sites. Also, learn how to better serve your customers using XM Discover, which detects empathy and measures the emotional intensity in messages.
How Qualtrics XM + Clarabridge helps with user sentiment analysis:
- NPS survey sentiment analysis and distribution
- Social listening capabilities
- Contact center analytics
- Predictive analytics
- Multi-language sentiment analysis
Get a quick view of how your customers perceive your product, and the emotions generated by your experience, so you can pinpoint where you need to improve. Source: Qualtrics.com
4. Rosette
Rosette is a powerful tool for market research and product teams that want to know more about what customers think about their product or brand, by analyzing text and performing sentiment analysis in over 30 languages. You can also teach Rosette new topics, meaning the software can become well-versed in your specific industry.
For example, you can use Rosette to scan online reviews of your product and identify the features that users speak about positively and negatively. This gives your team insights into not only what users think about your product, but why they feel that way and what you can do to improve their experience.
How Rosette helps you analyze user sentiment:
- Sentiment analytics
- Document and entity-level analysis
- Content categorizer
- Multilingual capabilities
- Custom topic analytics
- Topic extraction
Use Rosette to analyze the way your users talk about you and your product in the wild. Source: Rosette.com
5. Awario
Awario is a comprehensive brand monitoring tool that tracks the way customers are talking about you online. Use it to monitor what users say about your product experience across various channels, and track, sort, and analyze your customers’ posts and reviews.
Awario also lets you track keywords relevant to your business and product, and it detects mentions of these keywords in multiple languages. Helpful visuals display the evolution of your users’ sentiment about your product over time, identify your most powerful social sources, and show important mentions in real time.
If you get a lot of feedback or opinions across various social channels and don’t know how to start tracking and analyzing it, Awario is a useful tool to easily process and visualize this information.
Awario’s features include:
- Sentiment analytics
- Non-stop monitoring
- Straightforward reports
- Multilingual capabilities
Awario’s dashboard shows you key metrics, like mention and reach, and which topics your users tend to discuss. Source: Awario.com
6. Repustate
Repustate is a customizable tool that lets you analyze text data in multiple languages from Google Reviews, YouTube, Podcast, Instagram, and various news sources.
The tool’s customer experience sentiment analysis lets you classify customer feedback into a variety of categories, including pricing, convenience, and ease of use, so you know exactly what your users like and dislike about your offering.
Repustate also analyzes the customer sentiment of video content, which saves you time trying to gauge the opinions of your users via YouTube and TikTok reviews.
Repustate’s features that help with sentiment analysis include:
- Sentiment analytics
- Video analytics
- Multilingual capabilities (23 supported languages)
- Distinct content categories
- Data integrations
- Competitor comparisons
- Performance and conversation tracking
- Social monitoring
Repustate’s sentiment analysis software shows you which aspects of your product users are talking about and how they feel about your brand. Source: Repustate.com
7. Critical Mention
Not everything that’s said about your brand can be found on social media or in customer reviews—sometimes you need to analyze broadcasts and digital media sources, which is where Critical Mention comes in.
Critical Mention monitors television and radio broadcasts, as well as online news articles, tracking social media posts, hashtags, influencer content, podcasts, and even licensed content behind paywalls. It has the capability to monitor data sources in over 90 languages, so you can get insights into what people are saying about you across international markets.
The tool also segments user opinions by sentiment and media type, so you can pinpoint exactly where your customers are talking negatively or positively about your product. This is also true for general media and online news, which gives you a clearer picture of the public’s view of your brand so you can determine how to improve your product offering.
How Critical Mention helps with user sentiment analysis:
- Television and radio broadcast monitoring
- Digital media, social media, podcast, and licensed content monitoring
- Share of voice, sentiment, and publicity value analytics
- Multilingual capabilities
- Real-time mention alerts
Use Critical Mention to see what people are saying about your product in the news, across social media, and in podcasts. Source: Criticalmention.com
Honorable Mentions
To avoid making this article too cumbersome, we can’t go into every tool out there, so here’s a round-up of some more tools worth looking into:
- Lexalytics: text analytics and NLP systems
- Brand24: social listening tool
- Brandwatch: AI-powered consumer opinion tracking
- Meaningcloud: text mining and voice of the customer tool
- Talkwalker: consumer intelligence platform with features like social listening, media monitoring, and social benchmarking
How to choose the right sentiment analysis tool
When deciding on a sentiment analysis tool, think about the specific needs of your business and customers, and where you can gather data.
Using surveys and feedback tools on your website helps you collect voice-of-the-customer insights when they’re feeling the love—or not—for your product experience.
A B2B SaaS product might generate many reviews on sites like G2 or Capterra—which can be rich sources of user sentiment. Or, if you have a busy help center, make the most of conversations that take place between customers and staff, like sales calls, to understand user feedback.
And for B2B and consumer brands alike, keeping track of social media mentions helps you analyze what people say about your business when they think you’re not listening.
Get deeper insights into your users’ opinions with sentiment analysis software
Sentiment analysis software helps you gather, organize, and analyze data containing valuable customer insights.
When you use a range of sentiment analysis tools, you don’t need to rely on a single source of feedback to find out what customers think of your brand or product. You’ll be able to get insights from surveys, social media, or conversations with help center staff to find out not only what customers say, but how they say it—and the meaning behind their words.
The right combination of tools and functionalities will give you the key insights you need to improve your product and customer experience.
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