One of the challenges our organization faces has been determining how long in the case process it takes for a customer to start becoming frustrated. With StaircaseAI’s ability to detect negative sentiment combined with it’s integration with Salesforce Service Cloud cases, I’d love to see the ability to do reporting based on the case opened date to the date of the detected frustration.
We currently collect this kind of data with CSAT surveys at case closure, but that doesn’t give us insight into the moment when sentiment starts to plummet. We’d love to provide our support and engineering organization with data that shows customer expectations in order to set performance goals around those targets.
While I’m specifically talking about cases, I think it would be equally useful for other date based analysis. I could see it being used for future opportunity tracking integration, escalation management processes, or even basic analysis of customer age and/or lifecycle stages.
New Idea
Sentiment Reporting Based on Timing/Stages/Lifecycle
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