Case Study: a leading online tyre retailer achieves clearer customer insights with SentiSum

How this leading online tyre retailer supercharged Zendesk to get next-gen customer insights

SentiSum worked with a leading online tyre retailer, an anonymous D2C ecommerce company that needed a better way to understand why customers were leaving negative reviews, posting on Facebook, and contacting support. The team was struggling to manually analyse thousands of reviews, live chats, and support tickets, which made it hard to quantify issues and prioritise the changes that would have the biggest customer impact.

Using SentiSum’s AI-powered customer analytics platform and Zendesk integration, every support ticket was automatically tagged and categorised, revealing multiple drivers behind each conversation and helping the team identify key themes, negative sentiment, and the most common queries. The retailer gained a real-time, objective view of customer feedback, reduced manual collation, improved prioritisation, and saved hours of time while using the insights to proactively fix issues, reduce support friction, and improve NPS.