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 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.
Note: Conversation Labels are available from Free plan. But Label Reports are only available from Growth and above.
How to create Conversation labels
Navigate to Admin Settings, under Chat Settings click on ‘Conversation Labels. Select the ‘Create Labels’ option.
You can create a Conversation label, add multiple sub-categories, and mark a Label mandatory under the Conversation Label Settings. You can also edit/disable/delete conversation labels and subcategories. To edit a conversation label, click on the drop-down against the conversation label.
You can make sub-categories under a label mandatory as well. While creating a new label category, you can tick the check box to make the sub-category mandatory, and agents will not be able to resolve conversations without choosing a sub-category.
Note: Only Freshchat agents 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 conversation label to the conversation.
When a label is marked as mandatory, agents will not be able to resolve conversations without choosing a label. When agents click on resolve, a modal opens up for the agent to select a label category and subcategory for the conversation. Once the label is applied, agents can resolve the conversation.
- Agents can delete the label applied to a conversation only when the labels are not marked as mandatory.
- Agents using the mobile app can still resolve conversations without adding a label, even if the label is marked as mandatory.
- Conversations resolved using auto-resolve and offline experience will not be affected by mandatory labels.
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 over time 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 a ‘happy customer’ label. It’ll be easier to convey positive comments to relevant teams or agents. 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, over time, you’ll be able to gather valuable data on how your product performs. To view label reports: click on Chat reports > Chat analytics > Conversation overview report > Volume analysis.
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 conversation 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.