Gomood

Index

How Gomood works?

Once Gomood is installed and every time one of your customers (reporters or request participants) creates an issue or add comments to it, Gomood will analyze that text and classify it to automatically categorize incoming support issues in sentiments and emotions.

We are going to do the next classification:

Customer mood by issue

1. Access to an issue in a Jira Service Management Project

2. Go to Customer Mood menu in the Activity issue panel

3. You will see the following:

• Last sentiment: The sentiment of the summary and description (first time) or the last customer comment.

• Last emotions: An emotion list detected in the summary and description (first time) or the last customer comment.

• Sentiment journey: An overview of the customer sentiment journey for that issue.

Working with issues created before Gomood was installed

By default, Gomood analyzes your Service Management project issues after you have installed it. Issues created before are not analyzed.

But, if you want an older issue to be analyzed you can just go to it and click in the Customer mood activity panel.

This action will analyze your issue with the following interactions:

• Summary & description

• 2 last customer comments

Mood insights by project

1. If your customers have created some issues and comments, go to the Mood insights page, in the Apps menu, click on Gomood.

2. Choose your project with data:

3. This is what a dashboard with data looks like:

Reports

Sentiment distribution

It provides a summary of the emotional state of your project's customers.

You're bound to get both positive and negative feedback on your issues. Your goal should be to reduce the amount of negative feedback.

Check these issues now

It is a call to action with issues whose last comment is very negative.

This report help you prioritize issues based on customer sentiment.

Sentiment evolution

It shows a summary of the evolution of your customer’s feelings on the project.

Identify days with high negative feelings and explore potential causes behind the spike. Gomood provides the data so you can analyze it find out why it had happened: business decisions, bugs in a new product release, changes in your SLAs…

Dissatisfied customers conversion

It shows a chart with the negative and very negative sentiments in the first bar, the average in their life and the last sentiment. Please, take into account that this report only shows closed issues.

Your goal will be to increase the green color in the final bar.

Contact these customers now

It shows a list of your most dissatisfied customers.

Reach out your top users to find out why they're leaving so many negative comments.

Last emotion distribution

It shows a distribution map with the last emotions of your customers.

The goal should be to try to reduce the size of the red bubbles.

Sentiment conversion

It shows a chart with the whole sentiments in the first bar, the average in their life and the last sentiment. Please, take into account this report only shows closed issues.

When this gadget is more green in the right part it may be because your support is helpful for your customers.

Load data to review the project customer mood from the very first moment

When you navigate to the Mood insights page, If you have a project with issues but you cannot see any data in the reports, click on Load data button located at the top right.

You can also do this process if you do not see enough data here. Gomood start to analyze data after it is installed so you may have issues that have not been analyzed yet and this action will do it.

Then click on Analyze issues action. Gomood will get the last 5 issues that match every report and they will be analyzed. Remember that when we are analyzing an issue, we are working with:

• Summary & description

• Last 2 customer comments

After that you will see more data in the Gomood dashboard. Now reports should not be empty.

Please, choose the project wisely, this action can only be performed once per Jira instance.

Using customer mood Jira custom fields

Gomood able you to review mood data in the issue and project insights, but it also stores mood data in custom fields.

Those custom fields are automatically created when you install Gomood in your Jira instance. You can configure them as any other custom field you may have.

Those custom fields will unlock several Jira features that now you can use looking to your customers mood.

Issue search based in customer mood

Now you can build Jira JQLs with your customer mood. As an example, you may want to look for:

• Highest average customer mood issues in issues created so far this month

• Issues that have a particular set of emotions in the last customer comment

Jira gadgets based in customer mood

Jira gadgets can be configured with filters that are created based on customer mood.

Jira gadgets can show data related to the sentiment or emotions of the issue.

These is an example of a Jira dasboard with several gadgets with a customer mood configuration:

Workflow based in customer mood

You can configure a workflow based on your customer mood.