Imagine this: you just received a heartwarming message from a customer about how your new app feature made their day, only to see another user hurling digital tomatoes at your brand because of a misunderstood post. π
And of course, there's always someone who drops a non-committal "Cool story, bro" under your most thought-out posts. π
To help you make sense of all these diverse reactions (whether they're comments, messages, mentions, etc.), you need a simple way to mark their sentiment as positive, neutral, or negative. With NapoleonCat, you can do just that!
How to mark sentiment
Here's how you can categorize sentiment of customer messages with NapoleonCat:
Hop on over to Social Inbox
Spot the ticket (this could be a customer comment, post, mention, review, message, etc.) you're keen on marking
Check towards the bottom and locate the dropdown menu next to "Sentiment":
Choose from "negative," "neutral," or "positive" π
And voilΓ ! You're all set to rock those sentiment markers!
𧡠You'd like to do it from the thread view? No problem!
Click on the message from the main Inbox view:
Click on the three dots next to the message whose sentiment you want to mark:
Choose the sentiment from the dropdown menu...
β¦and that's it!
Filter by sentiment
Alright, you've been busy and marked a bunch of messages with their sentiment! π Now, let's put that effort to use and filter messages by their sentiment:
Go to Social Inbox
Click on "Content Sentiment" in the filter list at the top:
Pick the sentiment that suits your needs - positive, negative, neutral, or unmarked. Mix and match as you please β you can use one, or more sentiments.
Hit "Apply Filters", and it's done β you can now view your filtered messages
Wondering how marking and filtering by sentiment can benefit you? Get inspired by real-life use cases from our customers. You can do it too! π
π΅οΈββοΈ Perhaps you're on the hunt for some praise your new product line has received. Filter for those positive comments to bask in the glory of a job well done!
π Released your 'Workout from Home' gear, but the buzz isn't strong? Navigate through neutral sentiments to lift the feedback weight.
π€ Noticed a bump in returns or complaints about a specific product? Time to brace yourself and filter out the negative sentiments to get to the root of the issue.
More filters
Don't forget, you can use sentiment filters in combination with other filters like user tags, message tags, or moderator filters.
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β‘οΈ Get more tips on using Social Inbox filters here!
Inbox Activity Reports
The role of sentiment marking doesn't stop at filtering messages. Those sentiment tags you've been meticulously assigning? They're also super useful in your Inbox Activity Reports!
Together with data like new messages, comments, response times, and moderator performance, sentiment stats paint a comprehensive picture of interactions with your fans.
You'll find sentiment stats and counters neatly packed in the Inbox Tag Statistics spreadsheet:
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β‘οΈ Find your guide to creating Inbox Activity Reports here.
And... that about sums it up!
π¬ Need a little cat-sistance? Our Customer Success team is always here to lend a hand. Chat with us in the bottom right-hand corner of your screen.