There are critical risks hiding in your customer reviews, support tickets, and conversations. Many of which you might not have even noticed before.
Safety incidents, shipments slowed, supply shortages – spotting these red flags early is business critical. Because no-one wants these red flags to spiral out of control.
But large volumes of comments, mentions, and customer feedback make it incredibly challenging to catch and address incidents before it becomes a major issue. If we miss early warning signs, negative feedback gets amplified and takes on a life of its own. A life that’s out of our control.
"How did we not see this coming?" is the last question anyone wants to hear from your boss.
If only there were a better way…
Well now, there is.
With Chattermill, you can now easily and quickly surface these risks, stay on top of potential opportunities, and address them before it's too late.
Our platform now proactively informs you of any critical events, or spikes in your data, allowing you to spot the warning signs before it's too late.
We call this new feature Anomaly Alerts.
Introducing Anomaly Alerts
Anomaly Alerts are the fastest way to highlight risks and incidents. Period.
It makes it a one-click process. (And arguably the most efficient you'll ever have figuring out the root cause of the problem.)
To start using Anomaly Alerts, you need to log in to your Chattermill account and head to Workflows.
From there, create a new workflow and choose the trigger "Anomaly detected."
You can pick net sentiment and volume of responses as the primary metric you'd like to monitor.
In the final step, you can add additional conditions, such as language, region or customer type, set up weekly alerts to be sent via email or Slack, and add any other stakeholders that should regularly receive these updates.
Here's Why CX Leaders Love It
According to Forrester, customers are 2.4 times more likely to stick with a brand when their problems are solved quickly. Here's how you can easily surface these risks with Anomaly Alerts:
- Set up weekly alerts to get notified when important events happen. It's quick to add an alert to your workflow, and it's just as easy to kick it to the curb when not relevant. And with the bonus of a weekly digest sent straight to your inbox, you'll find key insights in no time.
- Add custom filters to zoom in on a specific business area. Cut through the noise and stay on top of the trends that matter most. You can set up customised alerts about the topic of your choice, from product quality to delivery issues.
- Trigger regular updates to your team members. Chattermill makes it easy to create and trigger alerts for your colleagues without having them log in to the platform. That's the easiest way to activate customer intelligence throughout your organisation.
- Integrate with your tech stack. We'll meet you where you are. Using Chattermill for Slack, you'll get these insights weekly in Slack. We'll proactively inform you about what's happening in your customers' world, ensuring you won't miss these early warning signs.
How To Use Anomaly Alerts
To help you get started, here are some examples of how you can start using Anomaly Alerts:
Black Friday And Cyber Monday
If you're working in retail or eCommerce, you're probably expecting a significant increase in orders, so the deliveries must be carried out without a hitch.
Set up Anomaly Alerts to react quickly to feedback spikes about bad delivery experiences (think lost parcels, long wait times, or damaged goods on arrival).
Find out more about how to win this BFCM here
Planning to remove a particular product or service from your offering?
Even if you don't consider this to be an important change, don't make a mistake. Anomaly Alerts will alarm you if there's a sharp rise in negative sentiment, so you can stay ahead of the curve.
Here's What To Do Next
Want to see how Chattermill can help you spot red flags in your customer feedback? Schedule your demo today.
If you're a Chattermill customer, I have good news: you already have access to Anomaly Alerts.
Read our FAQ, talk to your Customer Success Manager to get started, or, email our support team.