How To Select The Right Sentiment Analysis Topics For Your Business

🎯 How to Select the Right Sentiment Analysis Topics

At Votacall, we believe that technology should serve strategy, not the other way around. When it comes to sentiment analysis, the magic isn’t just in the AI—it’s in how you use it. And that starts with picking the right topics to track.

Whether you’re a financial firm navigating compliance and client trust, a retail brand obsessed with customer loyalty, a service company that prioritizes delivery or a healthcare provider focused on patient experience, your vertical, business goals, and CX priorities should drive how you deploy sentiment analysis.

Let’s break down how to zero in on the topics that matter most to your business.

🏢 1. Start with Your Industry Vertical

Each vertical speaks its own language—and so do your customers.

Finance: Trust, compliance, risk, and responsiveness are the hot topics. Listen for sentiment around transparency, wait times, or advisor interactions.

Retail & E-Commerce: Focus on product availability, delivery experience, pricing, returns, and shipping.

Healthcare: Sentiment around empathy, wait time, clarity of communication, and treatment outcomes are gold.

SaaS & Tech: Look for insights on usability, onboarding, uptime, and support ticket resolution.

📌 Pro Tip: Use industry-specific keywords and jargon in your sentiment engine to avoid false positives and get richer data.

🎯 2. Align with Your Business Goals

Sentiment analysis isn’t just about customer feelings—it’s a strategic lever.

Ask yourself...

• Are you trying to improve customer retention?
• Do you want to reduce churn?
• Are you measuring agent performance?
• Is your goal brand reputation management?

Once you identify your top goals, create topic clusters that reflect them. For example:

• For retention: Focus on renewal conversations, account feedback, or signs of frustration.
• For performance: Measure how customers respond to individual reps, tone shifts, or escalation language.
• For brand health: Analyze mentions of your brand against competitor names, social proof, or emotional keywords.

💬 3. Map Topics to the Customer Journey

The customer experience doesn’t live in a vacuum—it evolves at each touchpoint. Your sentiment tracking should too.

Here’s a breakdown by journey stage:

• Pre-sale: Interest level, pricing objections, competitor mentions.
• Onboarding: Confusion, expectations, product understanding.
• Support: Frustration, urgency, satisfaction.
• Renewal/Upsell: Trust, loyalty, openness to new features.

👂 Listening at every stage helps you detect friction early—and course-correct before it becomes a churn risk.

✅ 4. Keep it Focused, Not Flooded

It’s tempting to analyze everything, but sentiment analysis works best when it’s targeted and intentional.

• Prioritize your top 3-5 business-critical themes
• Review results monthly and refine topics based on trends

🧠 Final Thought: Intelligence is Only as Good as the Intention Behind It

At Votacall, we believe sentiment analysis is more than just a feature—it’s a CX transformation tool. But like any tool, its impact depends on how smartly it’s used.

When you align your sentiment topics with your industry, goals, and customer journey, you move from reactive service to proactive excellence. And that’s the difference between being a vendor and being a customer-first brand.

Want help implementing intelligent, intent-driven sentiment analysis? Let’s talk.

🔗 Let’s Talk CX Intelligence »