Feature Availability

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Contact Sentiment in Vtiger CRM is based on direct feedback from customers via emojis in emails or meetings. Customers can express their emotions by selecting an emoji that reflects their sentiment regarding a product, service, or interaction. This feedback helps businesses understand customer responses and improve their engagement strategies.

Example

A customer had a meeting with a sales representative to discuss a product demo. After the meeting, the customer selected a Positive Active sentiment emoji to indicate their satisfaction with the discussion. The selected emoji was then added to the Contact Sentiment field within the contact record. Now, whenever the sales team views this contact, they can see the recorded sentiment and use it to tailor their follow-up approach. 

Benefits of the Contact Sentiment

Here are the benefits of the Contact Sentiment  in Vtiger CRM:

• Helps businesses keep track of how customers feel over time, creating a record of their emotions from different conversations.
• Provides useful insights that help businesses improve customer satisfaction and build better relationships.
• Allows businesses to measure customer experiences and use this data to improve their services.

In this article, you will learn about:

• Types of Contact Sentiments

Key Terminology

Types of Contact Sentiment

Contact sentiment is classified based on the customer’s response across different communication channels. It determines the customer’s satisfaction with a topic or product. The sentiment analysis service will predict the sentiment of interactions and represent it with an emoji.

There are five types of Contact Sentiment:

• Positive Active - When the emotion of the conversation is happy but not satisfied completely, the contact sentiment is represented by a smiling, positive emoji in a dark green color. 
• Positive Passive - When the emotion of the conversation is extremely happy, the contact sentiment is represented by a smiling positive passive emoji in a light green color. 
• Neutral - When the emotion of the conversation is neither happy nor sad, the contact sentiment is represented by a neutral yellow-colored emoji.
• Negative Active - When the emotion of the conversation is unhappy and dissatisfied, the contact sentiment is represented by a negative emoji in orange color.
• Negative Passive - When the emotion of the conversation is extremely sad, the contact sentiment is represented by a negative passive emoji in pink color.