"People may not remember exactly what you did or what you said but they always remember how you made them feel, that’s what matters the most.” - Tony Zappos
Knowing what the customer feels is the ultimate sales question. Sometimes, if we are lucky, the customer is open and tells us about their feelings, but in many cases, it doesn't happen. And, therefore, a complex game of reading emotions starts.
In today's online world it is even more difficult as we cannot read body language easily. Additionally, most of the communication happens via emails, hence, we find ourselves staring at the black text on the white screen trying to figure if a customer is happy or not.
Luckily, there is a way to give you a hint about customers real feelings and it is called text sentiment. In this article, we will show how to create a real time dashboard for sentiment monitoring. This way you will be able to track customer sentiment across your contacts and react much faster to the potential issues.
First, check the video how it will work and scroll down for the instruction how to replicate it.
1. To start let's add a Contacts template from Monday.com templates:
2. Next, let's create a board where we will track customer communications. In this board, each group will be a separate person, and we will use Integrations to route emails to different groups based on sender's email address.
3. We are using integration with Gmail, and this is an example how you can route emails to certain groups:
4. Additionally, let's add Sentiment status column:
5. Then, let's make sure that we've imported this board to Bitskout. If not, here is the guide how to do what for Monday.com:
6. Now let's add a special recipe to analyse emails:
7. We are all set. Once the email will start arriving, the sentiment will be checked automatically.
8. And in order to make the communications visible, you can add a dashboard and see how things are progressing in real-time per contact person:
And this way you will get an immediate view how your customers react to your communication and will able to tackle the issues before it is too late. A sudden change in customer communication sentiment can be a flag for an early churn.
Merry Christmas and stay safe!
Ilia Zelenkin,
CEO, Bitskout