8 Steps to Improve Customer Sentiment with Front and Viable

You can’t improve what you can’t measure. This adage applies to so many areas of business, with none more important than the customer experience. Traditional tools allow you to scrape the surface of your customers’ feelings toward your brand, but they tend to miss the iceberg hidden beneath the surface.

Improving customer sentiment requires changes that are informed by feedback data, but doing so has traditionally been a manual, laborious process. However, with the integration of Front and Viable, you can say goodbye to the old-school grind of manual surveys and scattered feedback. This powerful combo not only streamlines your communications but also infuses your customer experience strategy with AI-powered insights that cut through the noise.

The limitations of improving customer sentiment with traditional tools

In a time when generative AI technologies like GPT-4 are revolutionizing the collection and analysis of customer feedback, traditional data analysis tools no longer cut it. Here’s where they fall short:

• Comprehensive analysis: Traditional methods for assessing customer sentiment, such as manual surveys, feedback forms, and direct interviews, have their place in gathering direct customer insights. However, these methods often fail to capture the full spectrum of customer sentiment, especially when dealing with large volumes of unstructured data from various communication channels.

• Lack of real-time feedback: One of the most significant drawbacks of conventional tools is their inability to provide real-time feedback. Businesses often have to wait for weeks or even months to compile and analyze data, leading to delayed responses to customer concerns and missed opportunities for immediate improvement.

• Difficulty in scaling: As businesses grow, so does the complexity and volume of customer feedback. Traditional tools struggle to scale efficiently, making it challenging to maintain the same level of insight and responsiveness across all customer interactions.

• Surface-level insights: Many traditional analysis methods provide surface-level insights that lack depth and context. This limitation makes it difficult for businesses to understand the underlying reasons behind customer sentiment, thereby hindering their ability to make informed decisions.

• Manual processes are time-consuming and error-prone: Relying on manual processes for analyzing customer feedback is not only time-consuming but also prone to human error. These inefficiencies can lead to inaccurate interpretations of customer sentiment and misguided strategic decisions.

‍Siloed data and insights: Often, customer feedback collected through traditional means is siloed within specific departments or platforms. This lack of integration results in a fragmented understanding of customer sentiment and prevents a unified approach to improving the customer experience.

8 steps to improve customer sentiment with Front and Viable

With the integration of Front and Viable, businesses now have a powerful toolkit at their disposal to keep their customers satisfied. Front brings streamlined customer communication to the table, while Viable offers deep insights through AI-powered analysis. Together, they provide a comprehensive approach to understanding and enhancing customer sentiment.

Here are 8 steps to effectively leverage this dynamic duo:

1. Set up the integration in minutes

The first step is to set up the integration between these two platforms—a quick and straightforward process that's designed to be hassle-free. With a few simple clicks, you can channel all your customer communications from Front into Viable for comprehensive analysis. This user-friendly setup process ensures you can begin to dive deep into your customer interactions right away.

2. Set custom report objectives

Defining custom report objectives is one of the standout features of the Front and Viable integration. This capability allows you to steer your analysis toward the facets of customer sentiment that are most pivotal to your business goals. Whether it's understanding customer satisfaction, identifying persistent challenges, or gauging the reception to a new product launch, setting specific objectives ensures that the insights you derive are both actionable and aligned with your strategy.

3. Collect and analyze customer feedback

With your goals defined, it’s time to gather and scrutinize your customer feedback. Front captures every customer interaction, creating a comprehensive communication hub, while Viable's AI delves into this data, identifying predominant themes, sentiments, and trends. This conversion of raw data into actionable insights is invaluable for any business looking to improve their customer experience.

4. Understand the sentiment trends

An integral benefit of this collaboration is tracking sentiment trends over time. Viable doesn’t just spotlight current customer sentiments; it maps their evolution, providing a dynamic view of how customer feelings shift. This ongoing analysis is crucial for measuring the effectiveness of your strategies and making timely adjustments.

5. Leverage metadata for deeper insights

Viable enhances the analysis by incorporating metadata from Front, such as customer demographics and interaction histories. This enrichment allows for segmentation of insights by customer groups, enabling targeted approaches to sentiment improvement.

6. Act on the insights

The real value of insights lies in their application. Utilize Viable's findings to inform and adjust your customer service, product development, and marketing strategies. Addressing customer complaints, enhancing beloved features, or modifying communication styles are all strategies that can significantly influence customer sentiment.

7. Monitor and adjust in real-time

Customer sentiment is ever-changing, necessitating constant vigilance and the agility to adapt strategies promptly. The Front and Viable integration equips you with real-time alerts for notable shifts in feedback volume or sentiment, allowing for swift preemptive actions to mitigate potential issues.

8. Iterate and refine

Elevating customer sentiment is a continuous journey. Regularly revisit the insights provided by Viable, reassess your report objectives, and refine your strategies based on the freshest data. The seamless nature of this integration supports effortless adjustments, ensuring your tactics for enhancing customer sentiment remain effective and responsive.

Keep your customers happy with Front and Viable

The integration between Front and Viable equips businesses with the tools needed to understand and improve customer sentiment at a granular level. By following these 8 steps can exceed customer expectations, turning positive sentiment into a competitive advantage.

Try a free demo and see the power of Front and Viable at work with your data.

‍