Customer Sentiment Scan

Scan your support tickets, surveys, and conversations for sentiment drops whenever you ask. See which accounts are slipping, what set each one off, and where to step in before it becomes churn.

For Customer Success Managers Support Team Leaders CS Operations Revenue Leaders
Sample prompt to Joy's Assistant

Check recent tickets, surveys, and conversations for negative sentiment spikes: for each account affected, show what triggered the spike, the relevant context, and the actions I should take.

What it can look like

An illustrative example. Your output will reflect your own sources, data, and prompts.

Check recent tickets, surveys, and conversations for negative sentiment spikes: for each account affected, show what triggered the spike, the relevant context, and the actions I should take.

Here's what a scan across your connected support tickets, surveys, and call notes surfaces right now: two accounts where sentiment dropped sharply over the past week, with what set each one off and where to step in

Sentiment spikes flagged in the last 7 days

Two accounts crossed the negative threshold this week. Acme is the urgent one; it's inside the renewal window and its health score just fell 14 points.

AccountWhat triggered the spikeContext worth knowingWhere to step in
Acme Corp: Enterprise, $180K ARR, renews in 47 daysThree support tickets in five days against a one-a-month baseline; the latest reads “this is the third time I've reported this issue” and scores as very frustratedChampion Sarah Chen just moved up to VP, a new lead (Mike) is still ramping on the product, and an API feature request was declined last monthGet the CSM on a call with Sarah this week and offer Mike's team a working session; health score has slid from 72 to 58
Brightpath Logistics: Enterprise, $95K ARR, renews in 112 daysCSAT fell from 4.6 to 3.1 across two surveys, and the last email closed with a terse “we'll see”Two onboarding milestones slipped, and a billing dispute has been open nine daysEscalate the billing ticket today and have the CSM re-baseline the onboarding plan

Acme's renewal is 47 days out, so it's the one that can't wait; Brightpath has more runway, but the open billing dispute is the thread to pull first.

Want me to draft the outreach to Sarah at Acme, or widen the scan to every account renewing inside 90 days?

From a question to the accounts that need you

Customer Sentiment Scan reads your customer communications on demand: support tickets, survey responses, chat logs, and emails. When you ask, the JoySuite assistant Joy flags the accounts where sentiment has dropped or is trending down, so you can act before the relationship is damaged.

  1. Connect your data sources

    Link your support platform, survey tools, and communication channels once. Joy reads them read-only, and only when you ask. There's nothing running in the background.

  2. Ask for a sentiment scan

    Ask Joy to scan recent tickets, surveys, and conversations for negative sentiment spikes. Tell it what matters: "Flag any Enterprise account whose sentiment dropped this week, or that had 3+ negative interactions."

  3. Review the flagged accounts

    Get the accounts where sentiment slipped, each with what triggered it, the context worth knowing (ARR, renewal date, recent activity), and where to step in first.

  4. Draft the outreach

    Ask Joy to draft the outreach to an at-risk account or a summary for the CSM, then copy it into your email or CRM. You decide who to bring in and when.

  5. Make it one click for your team

    Save this ask as a custom command on the assistant your CS team already uses, customize the sources and wording, and anyone can run it in one click.

Make it yours

Trend Detection

Catches gradual declines, not just sudden drops. Three "fine" tickets can signal trouble.

Account Context

Each flagged account includes ARR, renewal date, health score, and recent activity for quick triage.

Fresh on Every Scan

Because Joy reads the tickets when you ask, the read reflects the latest conversations, not a stale daily batch.

Who Owns Each Account

Joy surfaces the account owner and a suggested next step for each flagged account, so you know who should reach out.

Enterprise Focus

Scan your largest accounts with higher sensitivity so small dips surface early.

Renewal Risk

Focus the scan on accounts approaching renewal within 90 days.

Onboarding Sentiment

Check new customer sentiment during the critical first 90 days.

Positive Sentiment

Scan for accounts trending happy. Perfect timing to ask for a case study or referral.

Frequently Asked Questions

How does AI detect customer sentiment?

When you ask, JoySuite reads your support tickets, survey responses, chat logs, and emails, scores sentiment, and detects negative trends. It flags the accounts that dropped below your threshold so you can act on them.

What counts as a sentiment spike?

You define what to look for: sentiment score drops below a threshold, multiple negative interactions in a time period, specific keywords, or gradual declines across touchpoints.

Does the scan include context for taking action?

Yes. Each flagged account includes what triggered it, the customer's history, ARR, renewal date, health score, and suggested next steps so you can respond quickly and effectively.

Does it tell me who should follow up?

Yes. For each flagged account, Joy surfaces the account owner and a suggested next step, so you know who should reach out. You decide when to bring in a manager. Joy hands you the context to share, it doesn't route or escalate on its own.

Does this work for proactive customer success?

Yes. Beyond catching frustration, you can scan for positive sentiment too, surfacing the accounts that are particularly happy, perfect timing for case studies or referral requests.

Related Recipes

Customer Success

Health Score Dashboard

Real-time view of customer health across your portfolio.
Customer Success

QBR Generator

Generate quarterly business reviews from your data.
Operations

Renewal Tracker

Track upcoming renewals with automated alerts.

Ready to catch frustration before it becomes churn?

Join the waitlist and be first to try this workflow when JoySuite launches.

Join the Waitlist Browse All Recipes