Understanding customer sentiment is essential for maintaining positive relationships and closing more deals. By tracking sentiment through Gong’s AI-driven insights and responding in real-time with Kixie’s call and SMS features, sales teams can address customer needs promptly and improve engagement. Here’s how to leverage Gong and Kixie together to monitor customer sentiment and respond effectively.
Why Track Customer Sentiment?
Customer sentiment provides insight into how prospects feel about your product, service, or team. By gauging their mood, you can tailor your responses, address concerns, and increase the chances of a successful outcome. Tracking sentiment allows teams to catch potential issues early and react in ways that keep the relationship positive and productive.
Steps to Track and Respond to Customer Sentiment with Gong and Kixie
- Monitor Sentiment in Gong: Use Gong’s sentiment analysis to track customer reactions throughout each conversation. Look for positive, neutral, or negative signals, such as language or tone shifts, that indicate the prospect’s level of engagement or concerns.
- Set Up Alerts for Key Sentiment Changes: Configure Gong to alert your team when there’s a noticeable sentiment change. For example, set alerts for significant positive shifts (indicating strong interest) or negative changes (suggesting frustration or confusion).
- React in Real-Time with Kixie: When a sentiment alert occurs, use Kixie to take immediate action. For positive signals, follow up with a personalized SMS or call to reinforce their enthusiasm. For negative signals, respond with an empathetic message or a call to address their concerns.
- Track Follow-Up Effectiveness: Use Kixie’s call and SMS logs to monitor the effectiveness of your responses. Track how quickly your team responds to sentiment alerts and review follow-up results to continuously refine your approach.
Benefits of Real-Time Sentiment Tracking with Gong and Kixie
Reacting to customer sentiment in real-time provides several advantages that can strengthen customer relationships and boost conversions:
- Improved Responsiveness: By reacting promptly to sentiment shifts, your team can address issues before they escalate, showing customers that you care about their experience.
- Increased Deal Success: Addressing concerns or reinforcing positive sentiment in real-time increases the likelihood of moving deals forward and closing successfully.
- Enhanced Customer Satisfaction: Responding with empathy and personalization based on sentiment shows customers they’re valued, improving their overall satisfaction.
Best Practices for Using Sentiment Tracking with Gong and Kixie
For the best results, follow these best practices when using Gong and Kixie to monitor and respond to customer sentiment:
- Focus on High-Impact Calls: Pay special attention to calls at critical stages of the buyer journey, where sentiment is likely to shift. This includes initial discovery calls, demo presentations, and contract discussions.
- Personalize Every Response: Use Kixie to send customized follow-ups based on sentiment, making each response relevant to the customer’s specific needs and concerns.
- Review Sentiment Patterns Regularly: Regularly analyze Gong’s sentiment data to spot patterns. If certain messaging consistently results in positive or negative sentiment, adjust your approach accordingly.
Start Tracking Customer Sentiment with Kixie and Gong
Ready to take customer relationships to the next level? Try Kixie’s free trial and see how tracking sentiment with Gong and reacting in real-time with Kixie can help you create more impactful, timely responses. Engage with customers like never before and drive stronger results.
