Effortlessly Manage and Monitor Complaints with Sentiment Alert

After the various NDA and data sharing agreements have been signed…

1. We give you a list of our typical negative and complaint type words we track, for you to have a look through and add / remove as you see fit
2. While you are going through your list, we setup your system and give your IT a URL code to plug onto your Outlook Exchange servers
3. Your IT setup our software permission and security and give us the resulting codes
4. You tell us any changes to the keywords to track
5. You give us the email addresses of your staff you want to track
6. You tell us who should receive any alerts if the software spots an offending email
7. We send you a few test complaint emails so you can see what your alert looks like
8. You carry on with what you do best, and wait for an alert to pop into your inbox
9. You can change the keywords to track as often as you want
10. We send you a test complaint email each month so you know it’s working

As an example of keywords and phrases we start you off with, here’s a selection: Unacceptable, Inconvenient, Frustrating, Terrible, Disappointing, Unpleasant, Unreliable, Defective, Delay, Rude, Unprofessional, Unresponsive, Improper, Incompetent, Unhelpful, Neglect, Ignored, Misleading, Unresolved, Substandard, Ineffective, Unsatisfactory, Incomplete, Inaccurate, Overcharged, Refund, Dispute, Overpriced, Hidden fees, Unauthorised, Deceptive, Billed incorrectly, Billing issue, Bill issue, Bill problem, reimbursement, Unhappy, Not happy, Complaint, Complaining, Grievance, Dissatisfied.

You may want to think about variations on words too, e.g. Unhappy could also be

‘Not happy’ ‘unhappiness’ ‘unhappily’ ‘happyless’

Thank goodness it’s not all just bad news! Yes, you can use it to track happier words too.

If your marketing department wants to capture great news stories, where clients were super pleased… for testimonials and case studies for your PR or website for instance, this is all possible. It’s all the same principle. 

All you do is buy another alert and set it up with different keywords and who any alerts are delivered to, as you prefer.  We’ll give you a discount on this second alert.

For instance, you could track keywords and phrases like: Excellent, Outstanding, Fantastic, Superb, Wonderful, Amazing, Incredible, Perfect, Impressive, Exceptional, Thrilled, Delighted, Grateful, Thankful, Appreciative, Pleased, Highly recommend, Exceeded expectations, Best ever, Worth every penny, Will use again, Top-notch, Simply the best.

We have a slightly different alert that does this. Our X-Selling Alert can be setup for each team, to spot opportunities for their team, and give hints on ideas on how to capitalise on the lead.

Let’s take for example, solicitors and law firms.

We all know lawyers are near 100% focused on client delivery. Which means they may not introduce colleagues to the client. It could be for a number of reasons. Reasons like; “I forget to” or “I don’t think to do it” or “I think that sort of thing might be too intrusive for my client” or “I’m not doing that, they only want my service” or even “No chance, I’m not sharing my relationships”.

So, this is how it works. Let’s take the above as your lawyer’s mindset, but your Tax team want to look for opportunities from existing clients, as an example.

We setup an alert looking for TAX keywords >>> We exclude the tax team from the tracking (because most of the inbound emails will mention your TAX keywords) >>> Wait for an incoming email mentioning a TAX keyword >>> An alert goes to your marketing team to view >>> Marketing make a call on the opportunity >>> If good, your marketing person puts the tax person in touch with whoever received the email, giving ideas on how to introduce each other.

Imagine if 1 new instruction came from 1,000 inbound emails?

How many emails do you receive from clients each month? Each Year? Why not ask your IT team to estimate it for you.

How much new work do you think you’ll have been missing before turning this alert on?

We’re thinking about this, but not yet. Your HR team could set up the Sentiment Alert to look for job hunting keywords, but we can’t track if emails go to/from certain certain domains with this feature. But who would use their work email to speak to recruitment agents? We’ll look at this if the feedback suggests this wold make the running of your firm easier.

Very close to zero effort. You just tell us the keywords you want tracking (you can change these). We set it up and if it spots an email with those keywords in, it will trigger an alert to your designated key person.

Want to get started today? Email us here simon@promptr.co.uk