Case Study: Gousto achieves real-time, centralised voice-of-customer insights and reduced customer contact with SentiSum

Gousto - Customer Case Study

Gousto, the UK recipe-box company delivering over 8 million meals a month, was struggling to understand the voice of a rapidly scaling customer base across nine voice-of-customer channels (4 contact channels and 5 feedback channels). To centralise free-text feedback and get accurate, granular insight that every team could use, Gousto selected SentiSum’s real-time topic and sentiment recognition/NLP platform.

Gousto plugged all channels (including Zendesk) into SentiSum for real-time tagging and categorisation, giving +2,000 employees self-serve access to trusted customer insight. Using SentiSum’s platform, teams now quickly surface trends and root causes, reduce time to unearth insights, tackle friction points, and drive actions that reduce customer contact and increase retention.

Gousto

Joe Quinlivan

Head of Customer Care