CRM sentiment analysis

Track customer sentiment using the information sat inside your CRM. ThinkAutomation can monitor your CRM, read data, and run that data through its inbuilt sentiment analysis engine. So, you can analyse, score, and automatically act on customer messages – all as part of smooth automated workflows.

CRM sentiment analysis – overview

• ThinkAutomation will sit behind any connected system – including your CRM – and monitor then parse new messages based on your workflows
• A “CRM sentiment analysis” workflow would see ThinkAutomation running content from CRM records through the sentiment analyser to produce a sentiment score, then returning the results to a variable
• It can then act on these results to fire specific actions as part of any number of automation sequences
• The sentiment analyser includes built-in training data for common English positive and negative words – but you can also add your own training data to customise to your need and industry
• Sentiment analysis can be used to classify a message for any construct, not just positive or negative sentiment

CRM sentiment analysis – use cases

• Track highly positive sentiment in your CRM records to generate lists of customers that would be most receptive to providing testimonials
• Crawl big data to generate a customer sentiment report over a fixed time period
• Parse inbound emails into you CRM, score them based on sales potential, and automate subsequent alerts
• Compile “heat map” reports of common customer feedback points and complaints
• Send automated re-engagement emails to any identified high-risk customers
• Plus countless more, depending on your desired use case