From spreadsheets to answers in a morning.
These are anonymised accounts from our design partner programme — real workflows, real results, names withheld pending sign-off.
A CX team lead stopped spending Monday mornings in spreadsheets.
The team was uploading call transcripts every week to a shared drive and manually tagging issues. After switching to SentiDesk, the lead ran their first analysis on a full quarter of conversations in four minutes. The billing spike they had suspected for months showed up immediately — with verbatim quotes to bring to the product team.
A support director walked into a QBR with numbers, not hunches.
Sentiment had been "feeling worse" for two quarters, but no one could point to why. Running their backlog of 8,000 conversations surfaced three topics driving 60% of negative sentiment. The director presented a prioritised fix list with quotes — the first time the QBR ended with an action plan rather than a follow-up.
A CS team identified their onboarding gap without a single user interview.
Topic analysis flagged "CSV format" appearing in 23% of conversations from customers in their first 14 days. The fix — a sample file and inline validation — shipped the following sprint. First-contact resolution for new users improved the next month.
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