• by Ray Schultz , Columnist, Yesterday

Email senders can quantify the emotional tone of their customer and team communications with a new offering from SaaS provider EmailAnalytics. 

The goal is to give businesses a “new metric that complements or potentially replaces traditional customer satisfaction measurements like CSAT and NPS scores,” says Jayson DeMers, CEO of EmailAnalytics. 

The new Sentiment Analysis module uses AI to evaluate email content and assign a sentiment score on a scale of 1 to 10. The system aggregates these scores, allowing brands to monitor the emotional pulse of their communications, the firm says.

Lower scores indicate a potential problem. 

In effect, users can quantify “the emotional tone of email communications in real-time," DeMers adds. The new tool tracks incoming and outgoing email and can be used for monitoring sales and marketing communications and responses.

EmailAnalytics is a SaaS provider that specializes in email analytics, email tracking, and response time measurement. 

The Sentiment Analysis module is available now to EmailAnalytics customers as part of their existing packages.

The company is also offering an artificial intelligence (AI)-powered SLA real-time alerts module.

According to EmailAnalytics, the Sentiment Analysis module offers these features:

• Individual sentiment scoring for inbound and outbound email
• Aggregated sentiment tracking over specified time periods
• Agent-specific sentiment analysis
• Client/customer-specific sentiment tracking.