Review customer sentiment
Sentiment is what customers say about your brand, products and services, read from your site and from Google search.
Use Sentiment to review the customer themes available for your brand. The summary helps you identify questions to investigate about the offering, experience and reasons people buy.
A summary of available sources is not a survey of every customer. Read the underlying context before treating a theme as representative of the whole audience.
Review customer insights
Open Brand > Overview, select the Sentiment tab and review Customer insights. The first time, select Read what customers say and wait for Erlin to finish in the background. Review Overall sentiment, Who your customers are, What customers love and Where it falls short.
Look for specific experiences rather than relying on the overall label. A positive summary can still contain a recurring issue worth addressing.
Review buying behavior
Use Buying behavior to examine Why they buy, How they buy and Product quality. Compare these themes with the business knowledge and actual inquiries your team receives.
An observed preference can inform a question or explanation. It should not become an unsupported promise about what every customer values.
Turn a theme into useful work
If customers repeatedly ask about preparation, improve the relevant guidance. If a concern describes a real service issue, investigate the service before changing the marketing wording.
Refresh and compare carefully
Use the Refresh icon to reload the saved read. While a new read runs, a banner says Erlin is reading again and the last read stays on screen. Note whether the available sources or period changed before concluding that sentiment improved.
Continue with Knowledge to correct business facts or New content to answer a useful customer question. Use AI answer details for what an external assistant says about the brand.