The ultimate game-changer in customer feedback management! Now, you can build powerful, automated workflows that harness AI-driven insights like sentiment, emotion, intent, and urgency detection to completely transform how your team responds to feedback. Say goodbye to slow responses and missed opportunities—these workflows empower you to act faster, smarter, and more effectively.
In this section:
What Makes Sentiment-Based Workflows So Exciting?
With Sentiment-Based CX Workflows, you get to create custom, automated workflows that leverage the power of AI insights without the need for complex setup. Whether you're dealing with negative feedback that needs immediate attention or positive responses ready to fuel your advocacy programs, these workflows do the heavy lifting—saving your team time while ensuring nothing slips through the cracks.
Getting Started with Sentiment-Based Workflows
Setting up Sentiment-Based Workflows is a straightforward process that will have you automating feedback responses in no time.
Start by navigating to the Workflow section and selecting "Add Workflow."
Choose triggers based on sentiment analysis (Positive, Neutral, Negative), emotions, intent, or urgency.
Define what happens when a workflow is triggered, whether it’s sending an alert, routing feedback to the right team, or initiating follow-up communications.
Once configured, activate your workflow and start automating responses to customer feedback in real time.
This quick setup ensures your team is always on top of critical customer insights without the need for manual intervention.
Key Features of Sentiment-Based Workflows
With Sentiment-Based Workflows, Zonka Feedback introduces advanced AI filtering that makes feedback management effortless and impactful. Here’s how each filter works and what it can do for your business:
1. Sentiment Filter
What It Does: Automatically categorizes feedback into Positive, Neutral, or Negative.
Use Case:
A large e-commerce platform receives hundreds of reviews daily. Negative feedback, such as "I’m unhappy with the delayed shipping," triggers an immediate apology and a discount offer. Positive feedback, like "Great product, fast delivery!" sends an automated thank-you message and a loyalty offer.Impact: Ensures that customer complaints are swiftly handled while positive feedback is leveraged to boost customer satisfaction and loyalty.
2. Emotion Filter
What It Does: Detects emotions such as Anger, Happiness, Contentment, Disappointment, Delight, Hopeful, and, Concern in customer feedback.
Use Case:
A customer support center receives feedback through online forms. The Emotion Filter detects anger in feedback like "I’m furious that my account was locked without notice!" This automatically escalates the issue to a senior support agent for urgent resolution. Meanwhile, feedback like "I’m thrilled with how smoothly everything worked!" prompts a thank-you message and a request for a testimonial.Impact: Emotionally charged feedback is addressed with empathy care, improving customer retention and fostering loyalty.
3. Intent Filter
What It Does: Recognizes the customer’s intent, whether it’s a Complaint, Suggestion, Question, Recommendation, Inform, or Praise.
Use Case:
A tech company receives feedback suggesting, "The new update is causing app crashes." The Intent Filter sends the complaint to the tech team, while a suggestion like "It would be great if the app had dark mode" is forwarded to the product development team for future consideration.Impact: Feedback is automatically directed to the right teams, ensuring faster resolutions and efficient management.
4. Urgency Filter
What It Does: Prioritizes feedback based on urgency, categorizing it as High, Medium, or Low.
Use Case:
A telecommunications company uses the Urgency Filter to tag high-urgency issues like "We are facing a critical service outage and need immediate resolution," which notifies the support team instantly.Impact: Critical feedback is flagged and addressed first, helping your team resolve time-sensitive issues faster.
Why You’ll Love Sentiment-Based Workflows
Sentiment-Based Workflows are designed to help your team achieve faster response times, improve customer satisfaction, and streamline internal operations.
Negative feedback is flagged immediately, allowing your team to resolve issues before they escalate.
Positive feedback is automatically leveraged for loyalty programs and testimonials, turning happy customers into promoters.
Tasks, notifications, and alerts are triggered automatically, keeping your team organized and responsive.
AI-powered workflows route feedback to the appropriate teams, whether it’s a technical issue, a suggestion, or a complaint.
Prioritize and address urgent feedback instantly, ensuring critical issues are resolved without delay.
These benefits not only streamline your team’s operations but also ensure that every feedback is addressed promptly and effectively.
Real-World Use Cases of Sentiment-Based Workflows
Let’s look at how Sentiment-Based Workflows can be applied in real-world scenarios:
1. Prevent Customer Churn
Automatically prioritize negative feedback and send it for immediate action.
Use Case: A customer expresses frustration over a service delay. The workflow detects negative sentiment, triggering a personalized apology and sending the issue to a senior agent for quick resolution.
Impact: Swiftly resolving issues keeps customers satisfied and reduces the risk of churn.
2. Turn Happy Customers into Brand Loyalty
Trigger loyalty offers and testimonial requests from positive feedback.
Use Case: A customer leaves a glowing review. The workflow automatically sends a thank-you message, a discount offer, and a request for a testimonial.
Impact: Building an army of loyal advocates without manual intervention strengthens your brand.
3. Route Feedback to the Right Teams
Ensure feedback is sent to the correct department based on intent detection.
Use Case: A customer reports a technical problem. The feedback is routed to the tech team, while feature suggestions go to product development.
Impact: Feedback is sent to the right teams for faster and more accurate responses.
4. Prioritize Urgent Feedback for Immediate Attention
Set up workflows that categorize and prioritize high-urgency feedback, ensuring immediate action.
Use Case: A customer reports a critical outage. The urgency filter flags it, and the support team is notified for immediate resolution.
Impact: Ensure that the most critical issues are resolved first, boosting customer satisfaction.
5. Automate Tasks, Notifications, and Follow-Ups
Ensure every feedback item is addressed by automating tasks and setting up notifications.
Use Case: A complaint is detected with an angry tone. The workflow assigns it to a senior agent and notifies them for an urgent follow-up.
Impact: Your team stays on top of every issue, preventing any feedback from being overlooked.
To start using Sentiment-Based Workflows, log in to Zonka Feedback today and access the Workflow Builder to set up your custom workflows. Start transforming how you manage feedback and boost customer satisfaction effortlessly!
If you've any questions or need assistance, please reach out to our support team through hello@zonkafeedback.com