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 labeling 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 labeling conversations and sharing your findings, you can make sure the right feedback is delivered to the right people in your company.

How to create Conversation Labels?

Go to Admin Settings > Conversation Labels > Add Conversation Labels

You can create a Conversation Label and also add multiple sub-categories under this label. 

You can only edit/disable labels and subcategories. You cannot delete it once created. To edit a Conversation Label, click on the drop-down against the Conversation Label.

Note: Only Chat team members with their role as Account Owner/Admin will be able to create Conversation Labels

How to label a conversation

When you resolve(close) a conversation you will be able to add a label to the conversation.

Some examples of Conversation Labels

Feature Request

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.

Bug Report

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. 

Churn Feedback

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.

Happy Customer

When you get positive feedback on your product/service you can tag those conversations with a ‘happy customer’ label. It’ll be easier to convey 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.

How to track volume of tickets associated with various conversation labels?

You can track the number of conversations that were resolved with various conversation labels over the current day. As conversation labels can be used to denote various operations/services/types of requests you receive, you can track the volume of such requests over the day.