How to escalate customer feedback with sentiment alerts

This is the sixth in our series of blog posts about making more of your customer feedback. Last time we looked at how our webhook capability means you can now receive actionable customer feedback directly to your mobile phone via SMS. This week we describe how, by integrating with MonkeyLearn, you can receive real-time Email alerts based on the sentiment of the feedback given by your customers.

What is MonkeyLearn?

MonkeyLearn is a natural language processing solution. It allows you to turn emails, tweets, surveys or any text into actionable data. It can take a piece of verbatim and automatically classify its sentiment and topic. When classifying sentiment it determines how confident it is with its classification by providing an accuracy rating.

How does it work

The survey response is passed into Zapier where it is automatically checked to determine if the response matches a variety of criteria, such as whether the customer has provided a verbatim answer.

If the criteria are met the verbatim from the survey response is passed into MonkeyLearn and its sentiment is automatically classified.

An Email is then delivered to you or your colleagues if the sentiment determined is of interest. For example, if you are focusing on negative sentiment you can receive an Email only when the sentiment is classified as negative and MonkeyLearn has provided a high accuracy confidence rating for this.

The Email itself is highly customisable and can contain any information provided by the survey. It can also contain further information from MonkeyLearn, such as the keywords, topics and profanities it may have detected.

What’s the benefit?

ServiceTick has always prided itself on providing analysis tools that allow for manual coding of verbatim. Though a variety of automated text analysis solutions have evolved and improved in recent years, we believe the highest accuracy rates are had when humans are involved in the classification process.

However, we recognise that though manual coding is fantastic for analysis & reporting, it is less effective for taking immediate action and recovering customers.

By adding a layer of automated sentiment analysis on top of our existing alerting solution you can now receive richer alerts that have a greater emphasis on customers you are most interested in.

If you want to find out more about this integration options (or about any one of the 750 ways we can help you make more of ServiceTick) please call your usual ServiceTick contact or me on 01603 618326. I look forward to hearing from you.

Paul Middlege

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