What is best practice for reading and understanding customer messages?

1. Identify the Length of customer message

• Short - 1-2 sentences (e.g. chat, social media, online review) 
• Long - Multiple sentences (e.g. email, online review)

2. Determine sentiment of customer message

• Positive - Customer is happy
• Neutral - Customer with no clear emotions
• Negative - Customer is angry
• Sarcastic

3. Determine the source (chat, social, email, reviews, Ad comments) 

4. Read the entire message to understand context. 

5. Determine the type of customer message

• Is it a question, a comment, feedback or a complaint? 
• Is it a potential customer or existing customer?
• Product questions (e.g. how it works, pricing, discounts, availability, etc)
• Compliments / complaints about product or service experience
• Delivery status / Account issues
• Make a change to an order / account