Customer’s feedback is valuable for every travel business. Companies focus on understanding the emotions of people so that they can know what they expect from their services. Customer’s opinions help travel companies to shape their business strategies and improve their offerings. One of the best and fastest ways to analyze customer’s feedback is sentiment analysis. It is an advanced process that uses a machine learning technique in order to detect positive or negative opinions of people in the form of text.
The popular types of sentiment analysis preferred by travel business include – Finely Grained Sentiment Analysis (could be used to interpret 5-star ratings in feedback), Emotion Detection (used in detecting emotions like happiness, anger, frustration, etc), Aspect-Based Sentiment Analysis (used to know which particle aspect or feature customers are mentioning in a positive or negative manner), and Multilingual Sentiment Analysis (detects language in texts with a language classifier).
Using Customer Experience to Enhance Customer Experience
Sentiment analysis has managed to emerge as a compelling business tool for travel companies to manage customer experience efforts. This innovative analysis allows travel service providers to keep track of facts and opinions to more completely understand their customers’ perceptions about brand, products or services, and find out critical problems with customer experience so that they can act quickly. Sentiment analysis also helps travel agencies to gain insights from social media conversations, build a sentiment index to measure the reputation of their company and services, and develop a strategy for taking action to negative sentiments.
Sentiment Analysis and Travel Agencies
With the increased use of artificial intelligence in the travel sector, many travel companies have opted for sentiment analysis. These companies aim to explore and demonstrate the use of text analytics through sentiment analysis to get a better understanding of important travel issues, essentially the relationship between company and customer experience, and their satisfaction rating.
Particularly, sentiment analysis uses multiple natural language processing algorithms and methods to analyze a large quantity of consumers’ feedback extracted from multiple resources (company’s website, social media pages, as well as offline resources) to reconstruct traveler’s experience via the traveler’s generated reviews and examine ratings.
Sentiment analysis is an efficient and cost-effective way to identify important issues in real-time. For instance, is your customer so angry with your service and about to churn? In such cases, sentiment analysis models will help you instantly identify the situation and gauge brand sentiment, so that you can take the right action immediately.
Sentiment analysis can be implemented in several aspects of the travel business, from customer service to brand monitoring. By incorporating it into the existing systems and analytics, leading travel companies are able to work efficiently and faster. Ultimately, sentiment analysis enables travel companies to glean powerful insights and understand their customers. If you are planning to enhance your customer experience and grab new customers, then consider the option of sentiment analysis for your business can the best idea.