By the time you notice, it's too late
"We find out customers are unhappy when they cancel or escalate to the CEO. The signs were there—frustrated support tickets, declining survey scores, terse emails—but nobody connected the dots until the relationship was already damaged."
Real-time sentiment monitoring across every touchpoint
Sentiment Spike Alert continuously analyzes customer communications—support tickets, survey responses, chat logs, and emails. When sentiment drops below your threshold or shows a negative trend, the right people get notified immediately.
JoySuite doesn't just flag the problem. Each alert includes context: what happened, the customer's history, and suggested next steps so you can respond quickly and effectively.
Never miss a sentiment spike again
Connect your data sources
Link your support platform, survey tools, and communication channels. JoySuite syncs in real-time so alerts are immediate.
Configure alert rules
Define your triggers: "Alert me when any Enterprise account's sentiment score drops below 40, or when we see 3+ negative interactions in a week. Escalate to the CSM's manager if no action in 24 hours."
Set up notifications
Choose who gets alerted and how: "Send alerts to the account's CSM via Slack. CC the CS manager for Enterprise accounts. Include a summary of recent interactions and suggested talking points."
Monitor and optimize
Track alert volume, response times, and outcomes. JoySuite learns which alerts lead to saves and refines its sensitivity to reduce noise.
Built for customer-facing teams
📉 Trend Detection
Catches gradual declines, not just sudden drops. Three "fine" tickets can signal trouble.
🎯 Account Context
Alerts include ARR, renewal date, health score, and recent activity for quick triage.
⚡ Real-Time Analysis
Sentiment scored as tickets come in—no waiting for daily batches.
🔄 Smart Routing
Alerts go to the right person based on account owner, severity, and availability.
What JoySuite monitors for sentiment
Support Tickets
Tone, urgency, repeat issues
Survey Responses
NPS, CSAT, open-text feedback
Chat Transcripts
Live chat and chatbot logs
Email Threads
Customer emails to support
Call Notes
Meeting notes and call logs
Reviews
G2, Capterra, app store reviews
Customize for your needs
Enterprise Account Alerts
Higher sensitivity and immediate escalation for your largest accounts.
Renewal Risk Alerts
Extra vigilance for accounts approaching renewal within 90 days.
Onboarding Sentiment
Monitor new customer sentiment during critical first 90 days.
Positive Sentiment Alerts
Get notified when sentiment spikes up—perfect timing for case studies or referrals.
What you'll get
Here's a sample alert delivered via Slack:
🚨 Sentiment Alert — Acme Corp
Severity: High | Account: Enterprise ($180K ARR)
Renewal: 47 days | Health Score: 72 → 58 (↓14 pts)
What Triggered This
- 3 support tickets in 5 days (vs. 1/month average)
- Latest ticket sentiment: "Very Frustrated"
- Quote: "This is the third time I've reported this issue"
Recent Context
- Champion Sarah Chen promoted to VP (2 weeks ago)
- New team lead (Mike) onboarded—may be unfamiliar with product
- Feature request for API endpoint declined last month
Suggested Actions
- Schedule call with Sarah to discuss ongoing issues
- Offer training session for Mike's team
- Revisit API feature request with product team
Alert generated: Jan 8, 2025 at 2:34 PM | Assigned to: @jessica.martinez
Who This Is For
Customer Success Managers
Get instant alerts when your accounts show signs of frustration before they escalate.
Support Team Leaders
Identify accounts with repeated issues and coordinate proactive outreach.
CS Operations
Monitor sentiment trends across the portfolio and optimize alert rules.
Revenue Leaders
Protect ARR by catching churn signals early and intervening proactively.
Frequently Asked Questions
How does AI detect customer sentiment?
JoySuite analyzes support tickets, survey responses, chat logs, and emails in real-time, scoring sentiment and detecting negative trends. When sentiment drops below your threshold, alerts are triggered immediately.
What triggers a sentiment spike alert?
You define your triggers: sentiment score drops below a threshold, multiple negative interactions in a time period, specific keywords, or gradual declines across touchpoints.
Do alerts include context for taking action?
Yes. Each alert includes what triggered it, the customer's history, ARR, renewal date, health score, and suggested next steps so you can respond quickly and effectively.
Can alerts be routed to different people?
Yes. Smart routing sends alerts to the right person based on account owner, severity, and availability. Enterprise accounts can escalate to managers automatically.
Does this work for proactive customer success?
Yes. Beyond catching frustration, you can also set up positive sentiment alerts—notifying you when customers are particularly happy, perfect timing for case studies or referral requests.