Keep track of your customers’ problems
Your customer support team might deal with a range of customer queries - from feature requests to bugs, complaints or product feedback. You can keep track of the different kinds of requests and messages by labelling conversations. Over time, you will be able to identify a pattern of what your customers are actually trying to tell you. Based on this information, you can work on making your product/service better.
Your engineers will be interested in knowing the impact of their bugs and your design team will want to know if your customers are able to interact with the product smoothly. By labelling conversations and sharing your findings, you can make sure the right feedback is delivered to the right people in your company.
How to create labels
Go to Settings > Labels > Add Label
You can create a label and also add multiple sub-categories under this label.
You can only edit/disable labels and sub categories. You cannot delete it once created. To edit a label, click on the drop-down against the label.
Only Freshchat team members with their role as Account Owner/Admin will be able to create labels.
How to label a conversation
When you resolve(close) a conversation you will be able to add a label to the conversation.
Customers will almost always want more than what your product currently offers. But they’re also telling you exactly what they want. Take advantage of this. By labeling conversations, you can understand what feature is requested more, and maybe even build your product roadmap around these most requested features. This will also help you understand how your product evolves.
Bugs are inevitable, even the best teams ship bugs. When a customer reports a bug to you, you need to let the relevant people know. You can label the conversation as a ‘Bug report’, assign it to the engineer who can fix it, and even add a private note if necessary. Don’t forget to thank the customer for taking the time to report a bug, and if you want to create a wow moment, follow up and let them know once the bug is fixed.
You can label conversations of customers who are churning and overtime gather valuable feedback which will help you understand why they’re leaving. You can prevent it from happening later in the future by taking necessary actions.
When you get positive feedback on your product/service you can tag those conversations with ‘happy customer’ label. It’ll be easier to convey the positive comments to relevant teams or team members. For example, it’s useful for a designer to know that the feature they designed is doing well and that customers are getting value from it. You can also create a repository of positive customer quotes that can be used in marketing materials. Most importantly, remember to thank the customer for taking the time to share their comments.
Identify trends in your customers’ queries
When you and your team consistently keep tagging conversations, overtime you’ll be able to gather valuable data on your how your product performs.
You can track conversation labels and over a period of time using Label reports in Freshchat.
Click on the Reports icon in the left menu bar and click on Labels.
Labeling conversations with generic labels such as ‘Bug’ or ‘Feature request’ is good. But if you go one step further and add more specific labels related to a bug or feature you can track better. You can do this by adding sub-categories within a label. Over time you can see which bugs impact your customers more or which feature requests are more common. This can help your team prioritize bug fixes and decide what features to build next.
You can even download a report of these labels and share it with relevant team members.