Surviving in the digital world requires more than just a good product or service. People come to you because of a recommendation, a review they read online, or some form of referral. Sentiment analysis tools can help you monitor how people are feeling about your brand.
This article will help you quickly compare and evaluate the best sentiment analysis tools and other insight tools that help you understand the overall sentiment behind customer interactions.
What are Sentiment Analysis Tools?
Sentiment analysis tools are a part of the broad category of customer intelligence software. Sentiment analysis tools are software applications that use natural language processing, machine learning, and computational linguistics techniques to automatically identify, extract, and analyze the sentiment expressed in a piece of text.
These tools help businesses and organizations gain insights into the opinions, emotions, and attitudes of their customers, stakeholders, or target audience by analyzing their feedback, online reviews, comments, or social media posts. The data can then be used to counteract negative sentiment influence and improve brand reputation through targeted marketing strategies.
Brand24 is a media monitoring tool that helps companies monitor their online mentions to take reparative action in real-time.
Why I picked Brand24: The sentiment analytics software can plot for you a discussion volume chart to monitor whether social conversations have spiked or fallen unexpectedly. It also uses advanced sentiment detection to classify information it listens to into 3 categories: positive, neutral, and negative.
Brand24 has a simple, readable, and actionable user interface. It’s easy to find the data you need across the comprehensive and clean dashboards and menus. Additionally, you can get access to brand mentions and relevant keywords across social media sites, news articles, blogs, videos, forums, reviews, and more.
Brand24 Standout Features & Integrations
Features include a discussion volume chart, mentions feed, influence score, sentiment analysis, custom alerts, and data exports.
Integrations. The only available integration is with Slack.
Overall, Brand24 is a good social listening sentiment analysis tool if you see value in having real-time information from social interactions around your brand.
Podium is a multi-product platform that wants to help businesses win by communicating better with their customers.
Why I picked Podium: With Podium, you’ll be able to conveniently manage and respond to every message across multiple channels, all from one platform. Set up conversations to be automated, like review invites, feedback requests, and reminders, so that you don’t miss out on generating buzz.
The best part of the Podium experience is the way they handle reviews. This tool makes it easy to gauge sentiment across different review platforms, hone in on what users are liking or disliking, as well as automating review requests for recent interactions.
Podium Standout Features & Integrations
Features include text marketing campaigns, a web chat widget, custom message templates, one-click automations, round-robin and topic-based routing, payment processing, and one-on-one onboarding.
Integrations are available with 180+ apps, including DealerSocket, CCC, Lightspeed, Advent Resources, Airtable, Calendly, Clio, HawkSoft, and Hubspot.
Overall, Podium is a good way of interacting with your customers if you are interested in handling most of your interactions through text. Great for small businesses that don't have a CX team.
Diffbot is a robot that sees the web like a human because of its natural language processing and data structuring functionality.
Why I picked Diffbot: The robot is designed to help users get any or all sentiment analysis data from the web without the hassle and expense of web scraping or doing manual research. This AI web extraction tool will extract data from millions of URLs in a single job and translate them into actionable insights. One thing that stands out about Diffbot is how flexible and customizable it is.
Users with some technological know-how will be able to get a great level of detail out of the information gleaned.
Diffbot Standout Features & Integrations
Features include automatic website content extraction, content categorization, natural language processing, and knowledge graphs.
Integrations include Salesforce, Tableau, Excel, and Google Sheets.
Overall, Diffbot is a tool that can save you time searching the web for information. Having internal developers will certainly help you get the most out of this program, particularly as the data output can be convoluted and may need some in-depth work to get the most out of the information.
Qualaroo is a customer and user feedback software that enables companies to gain insights from their prospects and customers.
Why I picked Qualaroo: Users can copy the setup code directly from the Qualaroo dashboard and paste it into Google Tag Manager, then easily plug in the questions they want to be answered.
Qualaroo is a great niche tool if you need to ask questions directly on your website. The question/text boxes are easy to install and set up. You can survey visitors on your website or app with “Qualaroo Nudges” to capture user insights as they navigate your website or service
Qualaroo Standout Features & Integrations
Features include survey templates, AI for sentiment analysis, keyword identification, emotion information, real-time results from NPS, and notifications via Slack.
Integrations include Optimizely, Google Analytics, Slack, Salesforce, Hubspot, Live chats, Intercom, MailChimp, Tableau, and hundreds more through a Zapier account.
Qualaroo is a good way to capture customer feedback to improve customer experience & grow conversions.
Sociality.io is a social media monitoring and management tool for publishing content, engaging with audiences, and then listening and reporting on resulting customer buzz.
Why I picked Sociality.io: The tool measures sentiment analysis across all your social media platforms. It listens for mentions on comments and posts. Then, it gathers all that information and classifies it into negative, neutral, and positive pools. Finally, it displays percentages and other numerical information to help you make decisions.
Monitor the web and social media data for any keywords you select, which can be modified at any time, to track your latest brand news.
Sociality.io Standout Features & Integrations
Features include content scheduling, content automation, a drag-and-drop interface, team logs, approval workflows, multilevel access permissions, and a mobile app.
Integrations are available through the tool's flexible API with available modules for social media conversations, analytics, competitor analysis, publishing, and listening.
Sociality.io is a complete tool for social media management workflows, whether that is listening, publishing, or engaging with your customers.
AskNicely is a frontline success platform that supports your staff to provide outstanding customer experiences.
Why I picked AskNicely: It helps users gain rich insights by asking at the right moments along their customer journey. You can connect with your customers via email, SMS/text, or web surveys and/or dig deeper into sentiment analysis with customized, conversational follow-up questions.
AskNicely Standout Features & Integrations
Features include real-time NPS, instant customer feedback and badges, automated workflows, a coaching bot, employee scorecards, and a daily employee sentiment tracker.
Integrations include Salesforce, Hubspot, Microsoft Dynamics, Intercom, Zendesk, JobAdder, Shopify, MailChimp, Slack, ClientSuccess, Klipfolio, Infocare, Geckoboard, Cliniko, Freshdesk, Panoply, PropertySuite, Palace, Help Scout, Mixpanel, Groove, NetSuite, and more. Additionally, AskNicely can integrate with hundreds of more apps through Zapier their API integration.
Overall, AskNicely is a great platform to keep tabs on how your team is feeling and how customers are reacting to the service they receive.
Listen360 is a customer engagement software that helps you listen to customers across different online channels.
Why I picked Listen360: It tracks positive and negative customer experiences and responses online across social media and the web and sends direct communication to business managers so that corrective actions can be taken.
Some highlights include the way they handle surveys and net promoter score (NPS); the tool does a very good job of honing in on detractors and “at-risk” clients so that you can make positive improvements quickly and easily.
Listen360 Standout Features & Integrations
Features include text analytics of customer responses, real-time dashboards, NPS analysis, text analytics, a task pad, real-time detractor alerts, and corrective action monitoring.
Integrations are not on their roadmap at the moment.
Overall, Listen360 can help you maximize the number of responses you get from your customers, thanks to its 2-question approach.
NICE is a customer experience software that uses an artificial intelligence brain to build CX models based on billions of customer interactions.
Why I picked NICE: With its 'Interaction Analysis' sentiment analysis tools, structured and unstructured information can easily be collected and transformed into coherent data for business analysis. It reads communication channels online forms, chats, and social media
Additionally, you can analyze and interpret all customer interactions to gauge reputation fluctuations. This software's dashboards are sensible, intuitive, and packed with actionable insights. Menuing is clearly designed with optimal user experience in mind.
NICE Standout Features & Integrations
Features include conversational and AI chatbots, robotic process automation, AI routing, performance analytics, and interactive voice response.
Integrations include some pre-built CRM connections, such as Salesforce, BullHorn, ServiceNOW, Zendesk, and Microsoft Dynamics.
NICE is great for teams who want an all encompassing cloud CX platform with a proven track record in enabling CX transformations.
Lexalytics is a text analytics and natural language processing software that helps transform complex text into data and insights.
Why I picked Lexalytics: The Lexalytics Intelligence sentiment analyzer helps to transform complex text documents into data, insights, and value. Use social media listening to improve customer experience and NPS, measure opinions and conversations, and identify crises before they go viral.
Two things that stand out as strong features for Lexalytics are their ability to plug into Excel in order to store, sort, and manage data, as well as their comprehensive information visuals, like word clouds and graphs.
Lexalytics Standout Features & Integrations
Features include sentiment analysis, entity extraction, categorization, intention detection, configuration tools for fine tuning, and custom-trained machine learning that adapts to your needs.
Integrations include Angoss, Mashape, Gnip, Import.io, VOZIQ, Diffbot, Leanstack, Bigdatavendors, Webhose.io, GoodData, and hundreds of more options through Zapier.
Lexalytics is a great tool if you need advanced text analytics powered by a trainable AI to extract information on the sentiment around your brand that can lead to shaping better customer experiences.
Aylien is an AI-powered news intelligence platform that helps you monitor media mentions, score risks associated with companies or individuals, and look for an edge in investment strategy.
Why I picked Aylien: You can easily aggregate, analyze, and take action on news content at scale. As you can probably gauge from the above screenshot, the data gathered by Aylien can be exported and organized in highly readable formats that don’t take a software or marketing expert to understand.
Aylien Standout Features & Integrations
Features include web news extraction, categorization, sentiment analysis, and translations. You can also access data visualizations, a mention tracker, and grouping by contextual similarity.
Integrations for this tool basically mean connecting with news sources. You can use their REST API with JSON output to build your own integrations.
Overall, Aylien is a good platform to monitor external sources and perform sentiment analysis on the extracted information.
Need Expert Help Selecting The Right Analytics Software?
If you’re struggling to choose the right software, let us help you. Just share your needs in the form below and you’ll get free access to our dedicated software advisors who match and connect you with the best vendors for your needs.
Best for its volume discussion monitoring around your brand
14-day free trial
Best for engaging customers through text messages.
Free demo available
Best for its automated sentiment research capabilities
14-day free trial
Best for its IBM powered sentiment analysis
15-day free trial
Best for teams looking for a comprehensive solution to manage their social media channels
14-day free trial
Best for its sentiment tracking of both employees and customers
Free demo available
|Pricing Upon Request||Website|
Best for its detractor alert and corrective action monitoring features
Free demo available
|Pricing upon request||Website|
NICE Interaction Analytics
Best for teams who want an all encompassing cloud CX platform
Best sentiment analytics tool for high-volume text processing
Free demo available
|Pricing upon request||Website|
Best for its news aggregation capabilities
14-day free trial
|Pricing upon request||Website|
Keatext leverages customer feedback from multiple sources and consolidates insights to uncover new trends from customer reviews, surveys, and service tickets.
- IBM Watson Assistant
Operationalize AI in your business to better predict and shape future outcomes, automate complex processes, and optimize your employees’ time.
Focus attention to sentiment, semantic, syntax, and context analysis, and statement processing, prepping unstructured datasets for smarter NLP algorithms.
InfoNgen is a text analytics and sentiment analysis solution that automatically finds actionable insights hidden in mountains of data, like web and social media sources.
Use phone call speech analytics to record and analyze every customer call with built-in sentiment tools to tell you if a customer experience was positive or negative.
A text, metadata, and social network analysis support solution with dozens of multilingual, text mining, data science, human annotation, and machine-learning features.
Track your brand health in real-time by monitoring changes in sentiment, understanding customer opinions, and tracking meaningful fluctuations.
AI-driven analysis for all online customer feedback data designed to find out what you should fix and what you should keep doing and can work in 46 languages.
How We Picked The Best Sentiment Analysis Tools
I evaluated and compared the most popular sentiment analysis tools on the market, both for their usability and user interface. Then I weighed factors that make software a good option for tracking the noise around your brand, such as the ones that follow.
- User Interface (UI): I looked at tools that have an interface where you can easily consume numerical information.
- Usability: Is it easy to learn and master? Does the company offer good tech support, user support, tutorials, and training?
- Features & Functionality:
- Web Crawling Capabilities - Does the tool have a way to scrape webpages, social media, and news sites for sentiment analysis online?
- Keyword Analysis - Can the software use text analytic software, including slang tools, in order to analyze sentiment across a wide variety of conversation types?
- Social Media Analysis - Does the tool in question do Twitter and Facebook sentiment analysis, as well as other popular social platforms that your customers are most likely using?
- Reporting and analytics - Are the reporting tools robust, customizable, flexible, and visually appealing?
- Integrations: Is it easy to connect with other tools? Any pre-built integrations?
- Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible?
Quickly Compare & Evaluate The 18 Best Sentiment Analysis Software
With the growing capabilities of machine learning (ML) and natural language processing (NLP), dozens of sentiment analysis companies are popping up.
From more specialized Twitter sentiment analysis tools to full-blown sentiment analysis programs that are built on top of existing intelligence platforms, companies are racing to answer the ultimate question:
Who are my customers, and what are they really thinking?
If you’re asking the same question, these customer sentiment analysis tools provide answers. Businesses can perform sentiment analysis to better understand customer sentiment or brand sentiment—how people are likely feeling when interacting with their brand.
I’ve highlighted some of the top players in the sentiment mining game, and I’ve also answered some common questions about sentiment analysis to get you started.
What is sentiment analysis?
What is sentiment?
What are the types of sentiment analysis tools?
Are there any free sentiment analysis tools?
If you are new to this topic, we have written about what is sentiment analysis so you can read a basic definition and common use cases.
If you want to delve deeper into the subject, you may want to know if machine learning is the engine behind sentiment analysis.
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