Closing Sentiment Analysis

Deskroom now supports closing sentiment analysis for support sessions. You can now check how a session wrapped up, including the customer's sentiment.

Why we made this

Even when a session is closed normally, it's hard to know whether the customer was truly satisfied.

Deskroom wanted to provide information beyond a simple ticket status. We believed that being able to tell whether a session ended on a positive note or wrapped up amid dissatisfaction would let you reduce CS risk and build better strategies.

How it works

Once you connect your support solution, Deskroom automatically analyzes the sentiment at the moment a ticket is closed based on your customer support data. You can check not only whether each ticket was a "positive close" or a "negative close," but also the share of all sessions that ended positively as a metric.