Introduction
Understanding customer sentiment is a powerful way to identify potential advocates. Sentiment data provides insights into customer satisfaction, enabling you to pinpoint who might be ready to engage in advocacy activities. By integrating sentiment analysis into your advocacy strategy, you can identify opportunities proactively, prioritize high-potential customers, and build a stronger advocacy pipeline. This article outlines how to use Gainsight's Sentiment Analysis and health scoring tools to surface advocacy opportunities effectively.
Step 1: Configure Sentiment Analysis for Customer Insights
Set up Sentiment Analysis to assess customer satisfaction across multiple touchpoints.
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Set Key Drivers for Sentiment Analysis: Use Configure Key Drivers to focus on metrics such as survey responses, support tickets, and Timeline activities.
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Monitor Sentiment Trends: Use the Text Analytics Overview to identify patterns in customer feedback. For example, track recurring positive comments about specific features or services.
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Set Up Alerts for Sentiment Changes: Leverage the Rules Engine to create alerts for significant sentiment changes, ensuring prompt follow-up on customers showing high advocacy potential.
Step 2: Integrate Sentiment Scores into Health Scoring
Combine sentiment data with health scoring to prioritize advocacy opportunities.
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Add Sentiment Metrics to Health Scores: Use Scorecard Configuration to include sentiment as a weighted metric in overall health scores.
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Visualize Sentiment in Dashboards: Build dashboards that highlight sentiment scores alongside other key metrics, such as engagement levels and NPS scores, to identify advocacy-ready customers.
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Use Sentiment to Drive Advocacy Triggers: Configure rules in the Rules Engine to automatically assign CTAs when sentiment scores meet predefined thresholds, signaling potential advocacy opportunities.
Step 3: Combine Sentiment Insights with Engagement Data
Deepen your understanding of potential advocates by correlating sentiment with customer behavior.
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Correlate Sentiment with Feature Usage: Use Adoption Explorer to identify advocates who frequently engage with specific product features and exhibit positive sentiment.
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Segment Customers by Sentiment and Engagement: Group customers based on sentiment trends and engagement scores using Journey Orchestrator to design personalized outreach campaigns.
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Proactively Engage Promoters: Use Journey Orchestrator to create automated campaigns targeting high-sentiment customers with advocacy opportunities like case studies, reviews, or events.
What's Next
With Sentiment Analysis integrated into your advocacy workflow, your team can proactively identify and engage the right customers for advocacy opportunities. Explore how to build dashboards in the article Build Dashboards to Track Advocacy Trends to visualize and monitor advocacy metrics effectively.
Explore More
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Support Resource: Text Analytics Overview
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Guide: Configure Key Drivers
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Blog: Understanding the Customer Advocate Ecosystem in a Customer Success World
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Pulse Video: The 3 Secrets to Unlocking Revenue Through Customer Trust