You read the title right. I know we are used to being told to leave our emotions at home when we are at work, but customers surely won’t. Whether it’s a first time customer, that’s excited about using or having tried your product, or the customer that always ready to critiques everything, there are always emotions involved.
Differentiating between these two examples is painfully easy, but what about the ones that might be downplaying a flaw in your product, because to them it might not seem all too bad or the ones that received your service but didn’t feel like they got the extent of the service they were promised.
Now we understand that these are customers don’t want to ruin your day, but at the same time, you want to make your service and product as good as possible! 🤗 This is where psychology and artificial intelligence (AI) come in handy. Let’s omit the deep structure of emotions and such, but there are ways, other than volume, in which you can tell what emotion is backing the feedback:
1)Tonality 🧐: 38% of all communication is understood through this key principle. In simple terms how is the message is delivered.
2) Content 👨💻: Sentence length, structure, complexity and such can indicate (not definitively) the emotional state of a customer. Either of them can be applied easier if it is voice feedback or written feedback.
What is for sure is that it simplifies the lives of whoever is sitting in customer service. Of course, they will be able to read and listen to the feedback and make their own opinion of the feedback, but it’ll also streamline their workflow to look and listen for the underlying message so that you can act on it.
Raise the issue to Stak Brik, through Trust Brik and start improving your business. 😊
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