Detect customer sentiment and flag churn risk in Intercom
Frustration shows up in a conversation long before it shows up in a churn report. An Orkeste agent reads recent Intercom conversations every day, flags the customers who sound frustrated or mention cancelling, and posts them to your customer success channel in Slack with the message behind each flag.
The problem
Support reps notice when a customer is unhappy, but there is no habit of passing it on. By the time a downgrade request arrives, the decision is already made.
How the workflow runs
Runs: Every day at the hour you set, or when you start it.
Find recent conversations: The agent searches Intercom for recent conversations, up to five per search.
Read them: It reads the latest messages of each conversation.
Judge the tone: It looks for frustration, repeated problems and mentions of cancelling or switching, using the signals in its briefing.
Post the flags: It posts each flagged customer to Slack with the quote behind the flag and a suggested next step.
Keep a log: It can add each flag to an Airtable table, so you see trends over the weeks.
Customer success decides: A person decides whether to reach out. The agent does not contact the customer.
The agent only flags. Any message to the customer, discount or save offer is decided and sent by a person.
Who does what
Sentiment reader: Reads conversations and flags the customers at risk, with the reason.
CS owner (human): Decides whether and how to reach out.
What this workflow does not do
Reads up to five conversations per search and the latest ten messages of each.
Gives a judgement with the quote behind it, not a statistical score.