Sentiment based profile analysis

Sentiment based profile analysis

The customers are categorized as promoters or detractors based on the sentiment of their feedback. This computation only takes the number of customers into account.

The customer trend is calculated based on a customer's sentiment towards your company over a certain time period. For example, a customer trend of 6 months shows 100 people who started the period with positive sentiments, and 50 of those people started giving negative sentiments. This might highlight an underlying problem that caused a sudden change in the sentiment of those 50 people. The trend categorizes the customer base into promoters and detractors based on positive and negative sentiments.

Zia categorizes customers into different groups based on how much their interest in the business grew or declined over the previous three months. Customers are grouped into six categories:
  1. New promoters: Customers who show positive sentiment for the first time since they were added to the CRM database.
  2. New detractor: Customers who show negative sentiment for the first time since they were added to the CRM database.
  3. Promoter to detractor: Customers who showed positive sentiment for a while but have recently shown negative sentiment in at least one of their responses.
  4. Detractor to promoter: Customers who showed negative sentiment for a while but have recently shown positive sentiment in at least one of their responses.
  5. Continues to be promoter: Customers who show positive sentiment for two or more responses.
  6. Continues to be detractor: Customers who continuously show negative sentiment for two or more responses.
Once VOC is enabled, Zia will start categorizing the leads or contacts based on their responses. The above trend will be calculated based on the past three months of data. The trend values displayed in the chart will vary as per the time period set in the global configuration.

Note: If customers show mixed sentiment Zia will not be able to track the trend of their sentiment.

2. Customer Trend Buzz

Based on the customer trend, a buzz is created to display the overall number of customers who were promoters, detractors, or new promoters, or who moved from being promoters to detractors, or vice-versa, over a certain period.

3. Customer Trend Cohort

A time-based cohort is created to highlight the number of customers who are new promoters, new detractors, or moved from being a promoter to a detractor or a detractor to a promoter over a certain period. This graph is a great way to compare changes in the overall customer base.

4. Top 3 Keywords for Customer Trend

The top 3 keywords and their sentiment over a specific time period will be displayed for each of the key customer trends (new promoters, new detractors, promoter to detractor, and detractor to promoter). This can help you identify any alarming increase in the number of new detractors or the number of promoters changing to detractors, along with the keyword that indicates what was responsible for the change.

5. Total Leads Converted After Sentiment Given

This chart shows the total number of customers that decided to do business with you or make a purchase after showing a positive, negative, or neutral sentiment. If you see a lot of customers converting despite showing a negative sentiment, you should probe further to find out the reason for the negative sentiment and try to improve it.

6. Total Leads Lost After Sentiment Given

This chart shows the total number of customers that were lost after showing a positive, negative, or neutral sentiment. The duration for this calculation starts from the customer's last response right before they were lost. This chart will help identify the reason they lost interest in your business. For example, if "poor quality" was the a keyword in the last responses with a negative sentiment recorded from 100 leads in the last month before they decided not to do business with you, you should take immediate measures to improve the quality of your offering.

7. Sentiment Wise Leads Conversion Cohort

This time-based cohort shows the number of leads that were converted at regular time intervals and their sentiment. For example, 10 customers who showed neutral sentiment were converted in week one.
This cohort shows the total number of leads that were converted over a certain period and the keywords that they used. It can be used to identify the most popular keywords among leads that often lead to conversion.

9. Leads Converted Trend

This is a line graph which plots the percent of leads converted vs. the time they were created to display your overall conversion trend. 

10. Sentiment Wise Leads Lost Cohort

The total number of leads lost at regular time intervals and the sentiment they showed.

The total number of leads lost at regular time intervals and the keywords they used.

12. Leads Lost Trend

This line graph plots the percent of leads lost vs. the time they were created to display your overall conversion trend.

13. Positive Trend analysis





    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • Microsoft Sentiment Analysis for Zoho CRM

                                                                                                        The Microsoft Sentiment Analysis extension for Zoho CRM analyzes and scores the sentiments of each customer's comments, helping salespeople know whether the client is happy or sad throughout the engagement. This feature evaluates text and returns ...
                                                                                                      • Email Sentiment Analysis

                                                                                                        Sales team receive hundreds of emails every day but the ones that have a negative tone usually require an immediate attention over the others. But to identify the emails that need to be prioritized or require immediate attention, a rep has to leaf ...
                                                                                                      • Zia Email Emotion Analysis

                                                                                                        Email prioritization is one of the best practices followed by businesses to enhance productivity. Each team in an organization will have different goals, based on which their email prioritization practice will also vary. For example, territory ...
                                                                                                      • Response based sentiment analysis

                                                                                                        Response-based sentiment analysis Zoho CRM makes a sentiment analysis on your customers' conversations on different communication channels such as email, surveys, calls, and customer support tickets. This analysis is presented in the form of various ...
                                                                                                      • Cohort Analysis

                                                                                                        Some of the options mentioned in this document are being released in a phased manner and may only be available to specific users. What is cohort analysis? Cohorts are groups of users, customers, or data that share similar characteristics at any given ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources