This article will help you quickly compare and evaluate the best sentiment analysis tools and other tools that help you understand the sentiment behind customer interactions.
Quickly Compare & Evaluate The 10 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 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.
The Best Sentiment Analysis Tools List
A sentiment analysis example may be using a tool to search the web for mentions of your brand or monitoring voice calls for tone. Whatever you need, there is a tool for you. Here’s a shortlist of the best sentiment analysis tools:
Get started with sentimental analysis with answers to commonly asked questions:
What is sentiment analysis?
Sentiment analysis, sometimes called opinion mining, attempts to determine a fuller context of expression: the emotional tone, attitudes, and opinions. Common use cases for sentiment analysis include ecommerce, politics, and customer service.
What is sentiment?
In sentiment analysis, the sentiment is the emotional message within an expression—the emotions, opinions, and attitudes embedded in a person’s actions, writing, or speech.
What are the types of sentiment analysis tools?
Sentiment analysis tools are a type of software used in CX. Common types sentiment analyzers include:
Social media sentiment analysis tools, usually part of a social media monitoring software
Text analysis software
Voice sentiment analysis, such as tone analyzers
Are there any free sentiment analysis tools?
Free sentiment analysis tools may have limited features compared to their paid counterparts but they do exist. For example, MonkeyLearn, IBM Watson, MeaningCloud all have freemium versions of their plans.
Social Sentiment Tools Comparison Criteria
What are we looking for when we select any sentiment analysis API for review? Here’s a summary of the evaluation criteria:
User Interface (UI): Is it clean and attractive?
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?
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Overviews of the Sentiment Analysis Tools
Read on to find a quick summary of each of the sentiment analysis tools, including their strengths, weaknesses, and even software pricing.
1. Qualaroo – Survey visitors on your website or app with “Qualaroo Nudges” to capture user insights as they navigate your website or service.
Qualaroo is a SaaS company that enables companies to gain insights from their prospects and customers. 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 setup. Thus, this software scored highly in the Usability section of the review criteria.
Integrations include Optimizely, Google Analytics, Slack, Salesforce, Hubspot, Live chats, Intercom, MailChimp, Tableau, and hundreds more through a Zapier account.
One con to note with this tool is that the reporting features aren’t as solid as they could be. Users will most likely find themselves feeling limited by the data grouping options and having to sort through blank or disorganized entries.
Qualaroo starts at $199/month and has a free trial.
2. Lexalytics – Best sentiment analytics tool for high-volume text processing.
The Lexalytics Intelligence platform 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 identity crises before they go viral.
Two things that stand out as strong features for Lexalytics are their ability to plug-in to Excel in order to store, sort, and manages data as well as their comprehensive information visuals, like word clouds and graphs.
Integration opportunities include Angoss, Mashape, Gnip, Import.io, VOZIQ, Diffbot, Leanstack, Bigdatavendors, Webhose.io, GoodData, and hundreds of more options through Zapier.
Lexalytics is one of the more pricey items on this list of sentiment analysis tools, which may be prohibitive for some potential buyers. Thus, they lost a few marks in the Value for the Cost segment of the evaluation criteria.
Lexalytics starts at $999/month and has a free demo.
3. Brand24 – Get access to brand mentions and relevant keywords across social media sites, news articles, blogs, videos, forums, reviews, and more.
Brand24 is a social listening solution that helps companies monitor their online mentions to take reparative action in real-time. Additionally, the software can plot for you a discussion volume chart to monitor whether social conversations have spiked or fallen unexpectedly.
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. This tool scored well in the UX segment of the review criteria section outlined above.
Brand24 easily integrates with Slack.
One critique of this tool is that the mobile version of this software isn’t as easy to use or well designed as its web browser component. Users that work primarily of a mobile or tablet device may want to look elsewhere.
Brand24 starts at $49/month and has a free 14-day trial.
4. Sociality.io – Monitor the web and social media for any keywords you select, which can be modified at any time, to track your latest brand news.
Sociality.io is a social media management platform for publishing content, engaging with audiences, and then listening and reporting on resulting customer buzz. Crisis and reputation management with this app is possible in all languages, without any keyword limitations.
Sociality.io has a modest and flexible pricing scheme that scored them well in the Value for Cost segment of the evaluation criteria. Not only is the price a good starting point for small businesses, but it allows users to increase their subscription to only include what they need.
Zapier, Intercom, and Slack integrations are on the roadmap but are not yet live.
A downside of the software that should be considered is that it lacks sharing capabilities with Instagram and LinkedIn, which some users may find they need.
Sociality.io starts at $3/service/month and has a free 14-day trial.
5. Listen360 – With real-time detractor alerts and nightly email summaries, Listen360 helps you listen to customers across different online channels.
Used by over 20,000+ businesses, Listen360 is a customer engagement tool that 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 at honing in on detractors and “at-risk” clients so that you can make positive improvements quickly and easily.
Integrations were not listed on Listen360’s website.
Listen360 lost some evaluation marks as far as Integrations and Value for Cost are considered, simply because of a lack of transparency. Neither integration details nor pricing details were readily available for curious users.
Listen360 offers pricing upon request and has a free demo.
6. Diffbot – Tap into accurate data from a single page or the entire web with Diffbot AI, which reads images, videos, social discussion, and text media.
Diffbot 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 hugely flexible and customizable. Users with some technological know-how will be able to get a great level of detail out of the information gleaned.
Integrations include Salesforce, Tableau, Excel, and Google Sheets.
Having internal developers would certainly help users 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. Thus, this tool lost a few points in the Usability review consideration.
Diffbot starts at $299/month and has a free 14-day trial.
7. NICE Interaction Analytics – A full-text sentiment analysis program that reads communication channels online forms, chat, and social media.
With NICE Interaction Analysis’ sentiment analysis tools, structured and unstructured information can easily be collected and transformed into coherent data for business analysis. Analyze and interpret all customer interactions to gauge reputation fluctuations.
This software does UX very well, scoring highly for the review in that regard. The dashboards are sensible, intuitive, and packed with actionable insights. Menuing is clearly designed with optimal user experience in mind.
NICE includes some pre-built CRM integrations, such as the inContact Agent for
Salesforce and Microfot Teams.
A few cons to note: there is a bit of a steep learning curve with this software, though ample training materials should be able to assuage that pain, also more transparency around third-party app integrations would be a welcomed future addition.
NICE Interaction Analytics starts at $150/user and has a free demo.
8. Podium – Set up automated review invites and gather online reviews right away so you can rank higher and your leads can find you even easier.
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 that users are liking or disliking, as well as automating review requests for recent interactions.
Podium doesn’t list specific third-party app integrations on their website but they have an open communication form for users to make requests.
Podium didn’t list or offer any preexisting integrations for other software on their site, which lost them a few marks in the Integrations evaluation criteria. However, it was nice to see a request for future plug-in capabilities.
9. Aylien – An AI-powered “news intelligence” platform that digests online content while identifying and tracking what matters to your business.
Brands can leverage Aylien’s enriched news data in order to monitor media mentions, score risks associated with companies or individuals, and look for an edge in investment strategy. No more web scraping—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. Thus, they scored well in the Usability consideration per the review categories.
Integrations with other apps and solutions is possible through the AYLIEN News API.
One critique is that the integration possibilities aren’t as transparent or intuitive as they could be. A comprehensive list of possible integrations, or a roadmap of planned plugins, would be useful for users.
Aylien starts at $49/month and has a free 14-day trial.
10. AskNicely – Measure and improve each customer experience (like email, website, and SMS surveys) with a proven sentiment score schema.
AskNicely helps users gain rich insights by asking at the right moments along their customer journey. 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 scored highly in the evaluation consideration for Integrations, as it integrates with dozens of third-party apps and solutions and has additional connection capabilities through their API documentation, which is provided on their site.
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.
One con to note is that this tool won’t let users organize surveys via separate campaigns, which may be limited to users who may be in need of that opportunity.
AskNicely offers pricing upon request and has a free demo.
Here’s a few more that didn’t make the top sentiment analysis software list. If you need additional suggestions, check these out.
CloudFactory – Focus attention to sentiment, semantic, syntax, and context analysis, and statement processing, prepping unstructured datasets for smarter NLP algorithms.
Keatext – Keatext leverages customer feedback from multiple sources and consolidates insights to uncover new trends from customer reviews, surveys, and service tickets.
Infongen – 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.
IBM Watson – Operationalize AI in your business to better predict and shape future outcomes, automate complex processes, and optimize your employees’ time.
Brandwatch – Track your brand health in real-time by monitoring changes in sentiment, understanding customer opinions, and tracking meaningful fluctuations.
DiscoverText – A text, metadata, and social network analysis support solution with dozens of multilingual, text mining, data science, human annotation, and machine-learning features.
Gavagai – 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.
Vaspian – 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.
What Do You Think About These Sentiment Analysis Programs?
Have you tried out any of the tools listed above? If you’ve tried a different text analysis software or maybe an online sentiment analysis tool that you love—including tools that are offered as modules in broader digital experience platforms—please share it with our CX community in the comments below!