Case Study: Scandinavian Biolabs improves product roadmap and reduces churn drivers with SentiSum

How Scandinavian Biolabs use SentiSum to reprioritise product roadmaps and identify churn drivers

Scandinavian Biolabs was dealing with thousands of support tickets each month and struggled to identify the most important customer pain points among the noise. To better understand customer feedback and support data, they turned to SentiSum’s AI-native voice of customer platform, integrated with Gorgias.

Using SentiSum, Scandinavian Biolabs created 55 custom AI tags to surface qualitative insights, helping product, customer experience, and marketing teams act on recurring issues. The results included a 50% reduction in one major dissatisfaction driver within three months, a drop in resolution time from 2 hours to 1 hour, and a 19% reduction in generic price enquiries thanks to improved self-serve documentation.

Scandinavian Biolabs

Anders Reckendorff

Chief Executive Officer