Analysing How Your Organisation Talks to Customer

Every customer-oriented organisation understands the importance of proper customer communication. There are multiple ways to do track it and in this blog I wanted to share how we do it in Bitskout. Here is the dashboard that we are using:

We track sentiment in three areas - Sales, Support an blog articles. Basically, being a startup, we want to see if we have a positive discussions with our customers and whether we support them well after they have signed up. Right now, it is quite sufficient to give us and overview, and simple enough to minimise the maintenance of itself.

As we have Gmail as our email client, Monday.com allows you to convert an email to a task in a board. We use that a kind of log functionality. Once an email is received (depending on subject, to/from), a task is created automatically with contents of this email.

Then we have an automation that automatically assigns a workflow to task in certain group and changes the label to "Validate". This label is a trigger to invoke selected workflow.

The workflow is "Text Positivity Check". If the communication goes is a positive way, we don't have to pay extra attention to it, for everything else, we want to take a closer look. Here is how the workflow looks like:

As you can see, first we check if there is text or attachment with certain parameters. And then we invoke Text Positive check model that is part of Text Analysis features in Bitskout.

This way we can have an overview how we are talking to our customers. It is quite simple version and we have many ideas how to improve it:

• splitting between incoming and outgoing emails, 
• doing analysis over time view, 
• analysing the whole conversation
• etc. 

The point here is that now we have an insight that has a direct impact on our relationship with customers. Making our customers successful and happy is the most important thing we do in Bitskout.

Here is the video of how the sentiment analysis works:

Cheers,

Ilia