Case Study: Hotjar eliminates manual feedback analysis with SentiSum

How Hotjar are using SentiSum to eliminate manual processes in discovering product feedback

Hotjar, a customer experience and analytics company, wanted a better way to capture and understand product feedback from support conversations without relying on manual tagging and reporting. They were using Zendesk support tickets, but their previous process for logging feedback was time-consuming, subjective, and made it hard to quickly uncover the real issues driving customer contact.

SentiSum integrated with Hotjar’s Zendesk data to automatically categorize support tickets, surface qualitative topics, and provide historical and ongoing insights in a dashboard. This eliminated many manual steps, saved the team time, and helped Hotjar spot customer trends earlier while strengthening collaboration with product teams. Hotjar also began exploring additional feedback sources in SentiSum to create a broader voice-of-customer view, making SentiSum a key part of their product feedback loop.

Hotjar

Nick Moreton

Director of Customer Support