Chat & Messaging Data Services
Capture and analyse chat data to surface insight, monitor sentiment, and enable faster, smarter decision-making
Chat and messaging platforms have a wealth of real-time, conversational data that show customer intent, thoughts, and sentiment. By analysing chat and messaging data, organisations can summarise the details and observe trends in incoming conversations, make improvements to communication methods and procedures, and enhance the user experience.
The Chat Data Monitoring Process collects and monitors messages from various platforms (e.g., live chat, support ticketing systems, messaging chat apps) to monitor sentiment, quickly spot issues, and feedback to a real-time customer satisfaction score to Customer Experience (Cx).
Conversational Data Collected documents activity across internal and external messaging chat platforms, providing organisation data in human behaviours, language, and preferences in communication styles that will motivate engagement in customers and/or their customer service.
Sentiment & Intent Analysis uses chat and messaging data to identify users’ emotions, intents, and expectations to help organizations address issues proactively and use them for process improvement.
Statswork works with clients from many industries to provide comprehensive Chat & Messaging Data solutions. Our AI-driven analysis and actionable insights help businesses better understand their communication strategies and make more informed, faster decisions informed by real-time conversations.
We offer a complete range of services that provide the opportunity to collect, analyse and gain insights from chat & messaging platforms.
Live Chat information Capture
Captures and analyses customer interactions on websites and mobile apps via real-time chat. Charts customer satisfaction measures, frequently asked and answered questions, and opportunities to enhance customer service operations.
Social Messaging Platforms Information Capture
Consolidates and analyses messaging app information for WhatsApp, Facebook Messenger, and Telegram with Insights into customer engagement, audience sentiment and the brand’s (mis)perception.
Customer Support Ticket Monitoring
Get meta-data analysis of helpdesk platforms like Zendesk, Freshdesk, and Salesforce Service Cloud to draw actionable insights which enhance support efficiency, reduce ticket resolution time, and assess the service gap.
Team Communication Data
Assess enterprise messaging data from Slack; Microsoft Teams; Google Chat to view team collaboration, employee engagement, and (de)centralization.
Sentiment & Emotion Analytics
Artificial intelligence enabled sentiment analysis to evaluate emotional tones of customer messaging and determine such customer satisfaction in real-time, to provide business with actionable intelligence on pre-emptively mitigating churn and enhancing customer loyalty.
Identify Intent and Subject Matter
Natural Language Processing (NLP) and intent detection algorithms to identify the goal of messaging (e.g., complaint, inquiry, sales inquiries) which allows for improved customer journey mapping.
Firstly send us your chat or messaging data – chat logs, transcripts or API access from platforms including WhatsApp, Messenger, Slack or Zendesk. We will process your data for analysis and return key insights that you can use to improve your conversations.
- inputs can include Chat logs, transcripts, platform exports, and APIs.
- output will be: Structured data including sentiment, intent, trends, or other engagement metric.
Data Collection | Article
Data Abstraction | Article
Data Entry | Article
Claim yours today & uncover insightful intelligence from your conversations—helping you drive better business decisions.
