# SentiSum Reviews **Vendor:** SentiSum **Category:** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics) **Average Rating:** 4.8/5.0 **Total Reviews:** 14 ## About SentiSum SentiSum is the AI-native Voice of the Customer platform. It unifies every feedback signal and powering action where customer retention is won or lost. It listens across every interaction — support tickets, chat logs, surveys, reviews — and tells each team exactly what’s going wrong, why it’s happening, and how to fix it. Always thinking and analyzing before it becomes a bigger problem. CX leaders at the world's most data-driven companies like Ticketmaster, Cleo, Schuh, Gousto and JustPark trust SentiSum's AI-Native VoC platform. How We’re Different 1. Quality of Insight We go beyond tagging or summarizing. SentiSum uses real-time AI to identify root causes, not just topics — revealing patterns and anomalies others may miss. One product error cost a brand £250K. We found it in hours. Dashboards wouldn’t have. 2. Simplicity of Solution There’s no setup complexity, no analyst dependency. Insights flow into the tools your teams already use — like Zendesk, Jira, Slack, and QA platforms. No dashboards to build. No guesswork. 3. Speed to Value You get answers within minutes - not days, weeks or quarters. Customers see improvements immediately. Teams act faster. Leadership gains trust. It’s not another dashboard. It’s a layer of intelligence that acts as your customer second brain suggesting action before you ask. ## SentiSum Reviews ### 1. Very insightful product and extremely attentive staff! **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandra R. | Senior Pod Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2022 **What do you like best about SentiSum?** I love the fact that the product is so versatile! You get the benefit of using the product's AI to review the tickets however you also have the option to dive deeper into specific drivers/topics by creating your own set of parameters. I enjoy how easy it is to scrub through tickets so that you can accurately calculate a trend or to better investigate ongoing issues. **What do you dislike about SentiSum?** Hard to come up with a downside as this is a nicely built product however there is a bug I reported that has not been fixed yet. While it has only been one week since I reported it, it would be nice to continue getting updates on it. **What problems is SentiSum solving and how is that benefiting you?** Finding meaningful information to gauge player sentiment, great way of reviewing patterns in real time, and better understanding of contact drivers. ### 2. Amazing tool for deeper understanding of customer sentiment and experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2022 **What do you like best about SentiSum?** Sentisum is a fantastic tool that has helped our team tap into customer sentiment and understand key pain points and trends within customer feedback. The ability to view the data at a glance or very granularly is hugely helpful. Where Sentisum shines the most, however, is their brilliant team and customer support, who are there to make sure the tool is customised to your needs as a team and business. **What do you dislike about SentiSum?** Any hurdle our team has come across when using this tool has been resolved by the team. Sentisum's customer support is brilliant, as they are keen to listen to feedback about the UX of this tool and how to improve it. **What problems is SentiSum solving and how is that benefiting you?** Understanding the customer pain points around different parts of the physical and digital product, the ability to spot trends within customer feedback and seeing live feedback on decrease/increase in customer satisfaction. Ability to search for specific keywords to understand the customer impact whenever any changes are made. Creating views specific to different areas of the business. ### 3. Gamechanging product and amazing team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about SentiSum?** I love that Sentisum gives us a single, consistent and accurate opinion across all our support tickets. This insight analysis is starting to become a significant benefit in informing our product engineering cycle, enabling product managers to get a high-level overview of trends and deep dive analysis into the qualitative experiences on each ticket. **What do you dislike about SentiSum?** None! The team are responsive to our needs and the product is super simple to use. **What problems is SentiSum solving and how is that benefiting you?** It allows us to discover trends with a single opinion that carries greater weight. It's also a single dashboard for our product managers to use when they need to explore trends around their individual product areas. ### 4. An amazing tool to understand customer sentiment from a range of perspectives **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2022 **What do you like best about SentiSum?** I really love how easy the tool is to navigate as well as how easy it is to train the AI in accuracy. The team is incredible as they are really open to feedback and also can tailor the tool to your needs. **What do you dislike about SentiSum?** One of the main blockers that I experienced was the export range limits, however, this is something that is quickly being looked into by the Sentisum team. **What problems is SentiSum solving and how is that benefiting you?** As mentioned above, the export ranges having a limit of 10k rows, this is being looked into and should be increased soon. ### 5. Great platform and great support. **Rating:** 5.0/5.0 stars **Reviewed by:** Christian P. | Customer Love Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2022 **What do you like best about SentiSum?** I love the intuitive feel of the platform, and how high the accuracy of the tagging software is. It is absolutely something you can rely on. **What do you dislike about SentiSum?** I didn't have any issues with Sentisum or its product. **What problems is SentiSum solving and how is that benefiting you?** It gave us a much better overview of what our customers were inquiring about, and that has helped increase our efficiency and improve our overall customer experience. ### 6. SentiSum is a game-changer for support reporting! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2022 **What do you like best about SentiSum?** I typically use SentiSum to identify trends and patterns as a part of a support team. SentiSum makes it easy to customize your searches and track week-over-week patterns. **What do you dislike about SentiSum?** There are no major downsides to SentiSum, though it does take some time to learn all of the things that it can be used for. **What problems is SentiSum solving and how is that benefiting you?** SentiSum is a great solution for finding and tracking major keywords and topics over time. It is especially helpful when looking for more targeted keywords, and this functionality is easier to use than some alternatives. ### 7. Great product, great team! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2021 **What do you like best about SentiSum?** Sentisum provides a great insight into our survey comments from customers, helping us see where customers are having issues and where we need to improve. Sentisum also monitors our social feeds and highlights comments on our page that may be negative, helping us separate issues from comments on competitions and videos. The team are always on hand to help, and really take on your feedback and try to improve their product to align to what you feel is missing. **What do you dislike about SentiSum?** Not a lot! The team are always quick to answer an questions or help improve where we feel there are things missing. **What problems is SentiSum solving and how is that benefiting you?** We have used Sentisum to identify issues, and justify why we should spend time fixing them. It really helps us go from a quantitative overview of issues to a qualitative understanding of what that issue is and how we could potentially change it. ### 8. Great tool for spotting gaps in your UX where traditional numbers and analytics might miss. **Rating:** 4.0/5.0 stars **Reviewed by:** Tay A. | Senior UX Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2021 **What do you like best about SentiSum?** Automatic sentiment sorting saves a lot of time compared to doing it manually. It allows you to see at a glance what areas are doing well and what needs to be improved. This lets you see patterns and pain points which can then be identified from reading the comments of users who are all share similar sentiments. **What do you dislike about SentiSum?** It still requires some manual input as the AI is not 100% accurate. Although it is getting better, you can also predict for yourself what kind of comments may need your attention, such as comments with multiple/mixed sentiments. **What problems is SentiSum solving and how is that benefiting you?** We are able to look at highlighted pain points through the user journeys on our website and see what areas are causing the most distress. This then allows us to generate ideas to address these issues by creating A/B tests or by finding bugs that we can then raise. ### 9. Useful tool for monitoring user sentiment on your site **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2021 **What do you like best about SentiSum?** I really like the Summary page as this gives a quick snap shot of the user sentiment for your selected date ranges. I specifically like the performance drivers section because it also shows an overview of what's going well and what isn't which we can then use the rest of the tool to drill down on. **What do you dislike about SentiSum?** There isn't much regarding the tool I dislike if I'm being totally honest. The only thing is the machine learning sometimes mis-categorises things but this isn't solely the fault of the AI. Sometimes the user's comments is in broken English, has bad grammar, or is in text speak so the AI can't always pick out what the customer is saying. There also occasions where if the customer has said something negative, regardless of if it's to do with schuh or not (i.e. sometimes they mention a competitor), then it still gets marked as negative. I believe this relates to the aforementioned comments regarding bad grammar, broken English, or text speak though. **Recommendations to others considering SentiSum:** I would recommend SentiSum if your current NES/NPS is labor intensive. SentiSum has cut our feedback monitoring down considerably. **What problems is SentiSum solving and how is that benefiting you?** There are some issues that we were previously aware of but SentiSum allowed us to see it on a bigger scale and present it to the wider business in a clearer manner so that we could effect change. ### 10. Valuable insights and excellent customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Nishit M. | Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about SentiSum?** The team provided valuable actionable insights that we could work with. There were areas where that were highlighted by the Sentisum team which otherwise were in our blind spot. Also, the customer service is excellent and the team is always ready to clarify issues or remediate any problems. **What do you dislike about SentiSum?** Nothing. But an improvement would be to enhance the visual aspects of the reports. **What problems is SentiSum solving and how is that benefiting you?** Provided valuable consumer insights based on product and brand reviews. These insights have provided inputs for customer service and marketing teams. ### 11. Good service for analysis of customer intention and sentiment for our customer care communications **Rating:** 5.0/5.0 stars **Reviewed by:** Sam G. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2021 **What do you like best about SentiSum?** We used Senitsum for customer feedback and messaging analysis and drawing out intentions and it worked well in terms of identifying key themes an patterns. Would love to see an advanced version of the product that improves on these features **What do you dislike about SentiSum?** Not much to dislike, the service met our expectations well, would like to see improved version **What problems is SentiSum solving and how is that benefiting you?** Identifying patterns and themes in customer communications ### 12. Overall good experience - improvement to be made on machine learning to decrease manual correction. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2021 **What do you like best about SentiSum?** The layout of the dashboard, provides great insight into our data **What do you dislike about SentiSum?** Having to manually correct the machine learning **What problems is SentiSum solving and how is that benefiting you?** It allows us to link customer feedback to projects we are working on as a business to improve UX as well as pick up new projects/bug fixes etc ### 13. Sentisum is a great way to monitor our qualitative data at a glance. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about SentiSum?** It removes a lot of manual labour of having to go through feedback and categorise them into specific topics. Dashboards and regular reports help us stay on top of what’s working and not working well. **What do you dislike about SentiSum?** Like any machine learning tool there are teething issues however we resolve these as we see them. **What problems is SentiSum solving and how is that benefiting you?** We’re getting greater insights into what our users like and dislike without having to manually categorise the data ourselves ### 14. Real-time, accurate and meaningful chat and feedback analysis **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2021 **What do you like best about SentiSum?** Accurately tags the chat and feedback data to provide meaningful analytics in realtime thus reducing manual overhead **What do you dislike about SentiSum?** Agent leaderboard NLP engine could be improved **What problems is SentiSum solving and how is that benefiting you?** Reduce manual overhead and accurate tag chat and feedback sessions with topics and sentiments ## SentiSum Discussions - [What is SentiSum used for?](https://www.g2.com/discussions/what-is-sentisum-used-for) - [View SentiSum pricing details and edition comparison](https://www.g2.com/products/sentisum/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-14+10%3A30%3A22+-0500&secure%5Bsession_id%5D=ea4bee80-013a-4ec5-a5e2-1cda787362db&secure%5Btoken%5D=9af05d3e7834f97e33af20e1315e263ba89e18502f206b7229ce87ac035c2307&format=llm_user) ## SentiSum Features **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels ## Top SentiSum Alternatives - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) - 4.4/5.0 (2,021 reviews) - [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) - 4.4/5.0 (23,206 reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - 4.4/5.0 (4,011 reviews)