Case Study: Trendsales achieves faster response times and real-time CX insights with SentiSum

Trendsales’ Journey to Real-Time, Data-Driven CX with SentiSum

Trendsales, a marketplace, needed a better way to balance fast, high-quality customer support while replacing time-consuming manual ticket tagging and gaining real-time visibility into customer sentiment and issues. Head of Customer Operations Ida Sophie Reher-Langberg wanted a solution that would help the team act on customer needs quickly and escalate structural problems with clear, data-driven insight.

SentiSum implemented its AI-native VoC platform and real-time dashboard for Trendsales, adding intelligent routing, task prioritization, and live sentiment tracking across customer contacts. The impact was significant: Trendsales cut response times by 33% within three months, improved reporting and escalation for leadership, and used SentiSum to support decision-making during the Vinted merger by identifying pain points and mitigating customer risks faster.

Trendsales

Ida Sophie Reher-Langberg

Head of Customer Operations