Did you know? A study conducted by XM Institute states that consumers with positive emotional experiences are 15.1 times more likely to recommend the brand to customers and 8.4 times more likely to trust the company.Â
While many focus on likes, shares, and comments to be the metrics of ‘sentiment analysis,’ the truth is that they rarely communicate what customers are really feeling about your brand.
Sentiment analysis using machine learning, in today’s day, helps brands understand and act on customer feedback across an array of platforms. It can be detected via support tickets, call transcripts, surveys, product reviews, etc.Â
Many sentiment analysis platforms like Locobuzz help brands understand how customers really feel about their overall experience with the company.
How Sentiment Analysis and Customer Experience Are Connected
Understanding what customers are saying is not an easy task. You need to listen to what they are feeling and respond accordingly. A gap in understanding can affect your customer loyalty. Let’s understand more about how sentiment analysis and customer experience are connected.
How Sentiment Analysis Detects Emotional Nuances in Interactions
Sentiment analysis processes text-based information from emails, chats, reviews, or social media posts to detect whether a response is positive, negative, or neutral. Many tools, such as Locobuzz, have advanced AI systems that improve customer experience using machine learning by going a step ahead to detect frustration, confusion, joy, or sarcasm.Â
Why a Sentiment Analysis Platform Is the Key to Truly Knowing Your Customers
It’s because emotions are the heartbeat of customer experience. A support query might be resolved quickly, but if the tone of communication felt cold or dismissive, the emotional experience may still be negative.
Provides actionable insights
When you extract & analyze data from different customer touchpoints like support tickets, chatbot logs, or surveys, you start to uncover patterns such as –
- Is a new product getting positive sentiment or a neutral emotional tone?
- Are customers frequently frustrated after using a specific feature?
- Are your loyalty program members expressing more joy or more confusion?
These small yet effective cues can help you dig deeper and find ways to improve customer satisfaction.
Helps turn feelings into actionable feedback
Understanding sentiment helps you take appropriate action and save your brand reputation before a negative customer experience derails the marketing efforts. Brands that use sentiment analysis as part of their CX strategy can:
- Prioritize high-emotion issues before they escalate
- Identify experience gaps faster
- Train frontline teams to respond with empathy
- Fine-tune messaging, UX, and product experiences
How Brands Use Locobuzz Sentiment Analysis: 5 Standout Stories
Use Case: Sentiment Analysis in Retail
About
A major electrical goods manufacturer with a nationwide presence and over 20,000 retail partners, operating in a high-volume consumer segment.
Challenge
- Large volume of customer queries and complaints online.
- Poor sentiment tracking across social media, reviews, and forums.
- Inability to predict crises based on emotional spikes in conversation.
Solution
- Deployed a Digital Command Center with real-time sentiment dashboards.
- Used smart sentiment tagging to isolate and prioritize negative chatter.
- Automated routing of emotional feedback to appropriate teams (e.g., service, legal).
- Trendspotting to identify growing frustration or praise in specific product lines.
Result & Impact
- Over 6.3 million mentions were analyzed – 525K were sentiment-flagged as actionable.
- 5.6 million social chatters from competitors helped benchmark emotional responses.
- 90% reduction in manual effort through automated sentiment mapping.
- Reviews on Amazon and other platforms shifted toward positive ratings.
- Brand built a reputation for responsiveness and emotional intelligence.
Use Case: Sentiment Analysis in BFSI
About
A growing digital lending platform serving young professionals in India, offering credit cards and quick personal loans.
Challenge
- Massive increase in user conversations across cities.
- Missed viral and untagged mentions with rising negative sentiment.
- No visibility into emotional trends around competitor campaigns.
Solution
- Deep sentiment analysis integrated across social media platforms.
- Special tools to track emotional polarity in both tagged and untagged brand mentions.
- Weekly sentiment trend reporting across locations and product categories.
- Comparative sentiment analysis with competitors to identify performance gaps.
Result & Impact
- SLA reduced from 4 days to 1 hour 21 minutes.
- Negative sentiment decreased significantly with proactive responses.
- The social reputation score rose sharply as positive mentions increased.
- Campaign tweaks driven by emotional insight improved engagement rates.
- Clear emotional insights helped refine content tone and response strategy.
Use Case: Sentiment Analysis in Automobile
About
A top global luxury car manufacturer active in India, with a premium customer base and highly visible social media engagement.
Challenge
- Daily inflow of complaints and queries via social media.
- Difficulty in gauging the emotional tone and urgency of conversations.
- Inconsistent lead nurturing due to lack of sentiment prioritization.
Solution
- Sentiment tagging of every brand is mentioned to assess customer mood instantly.
- Quick-response playbooks activated based on sentiment (e.g., frustration, praise, curiosity).
- Escalation workflows for influencer and high-risk negative sentiment posts.
- Campaigns were monitored for sentiment shifts to measure real-time audience reaction.
Result & Impact
- Over 140K mentions were responded to; 47K were actionable with sentiment tags.
- Positive sentiment increased by 27% year-over-year.
- Brand’s Social Reputation Index outperformed competitors.
- The average response time was 5 minutes faster than the industry benchmark.
- Leads prioritized by positive engagement sentiment improved conversion rates.
Use Case: Sentiment Analysis in Healthcare
About
A leading private healthcare network in India, with 70+ hospitals and a strong digital presence, supporting millions of patients during the COVID-19 crisis.
Challenge
- High surge in digital queries about treatment, availability, and COVID-related concerns.
- Difficulty in manually classifying the emotional tone of patient feedback.
- Need to personalize responses and manage reputation in real time.
Solution
- Advanced sentiment analysis to detect fear, confusion, or trust in patient conversations.
- Automated categorization of feedback into positive, neutral, and negative segments.
- Personalized response strategies tailored to customer emotion.
- Integrated sentiment-based ticket routing and CRM sync for quicker resolution.
Result & Impact
- 63% of tickets responded within 30 minutes; 76% closed in under 2 hours.
- First-level response time dropped to 6 minutes.
- Negative sentiment reduced significantly during the pandemic peak.
- Category mapping led to a 30% drop in irrelevant tickets.
- Stronger trust signals across digital channels through empathetic engagement.
Use Case: Sentiment Analysis in F&B Industry
About:
A beloved national café chain with hundreds of outlets and millions of daily footfalls, focused on experience and connection through coffee.
Challenge
- Conversations scattered across platforms with no emotional classification.
- High risk of misinterpreting customer dissatisfaction or praise.
- Delayed responses due to poor ticket sentiment filtering.
Solution
- Real-time sentiment analysis to classify all digital chatter (positive, neutral, negative).
- Emotion-driven ticketing to prioritize frustration and service-related queries.
- Sentiment-based response templates for faster, relevant engagement.
- Accurate reporting with sentiment graphs to guide product and marketing teams.
Result & Impact
- First-level response in under 6 hours; resolution within 24 hours.
- Noticeable dip in negative sentiment on review platforms.
- Personalized engagement boosted loyalty and retention.
- Data-driven campaigns matched the emotional needs of customers better.
- Achieved consistent CX quality through real-time emotional intelligence.
Understanding how your customers feel – not just what they say – can transform your entire CX game. With a powerful sentiment analysis platform like Locobuzz, you can decode emotions across channels and turn insights into action..
Because in the end, great experiences aren’t just built on data; they’re built on empathy.
