Your customer support team deals with various types of queries, such as feature requests, bug reports, complaints, and product feedback. By labeling conversations, you can keep track of these requests and identify patterns to improve your product or service.
WHY LABELING CONVERSATIONS IS IMPORTANT
Identify Trends: Track common issues, feature requests, and customer feedback.
Prioritize Tasks: Focus on high-impact issues and popular feature requests.
Deliver Feedback: Ensure the right feedback reaches the right teams, like engineers and designers.
Enhance Products: Use feedback to improve product interaction and user experience
HOW TO CREATE CONVERSATION LABELS
Locate and click on the "Admin" section in your Freshchat dashboard.
Click on “Conversation Labels”.
Click the Add Conversation Label button.
4. Add Conversations Label panel: Enter a clear and concise name for your label. For example, "Bug Report," "Feature Request," "Customer Compliment," or "Technical Issue." Additionally, you may add subcategories to further categorize conversations such as "Login Issue," "Payment Error," or "Product Feature Request."
5. Click on “Save” to update the changes.
NOTE: Freshchat allows you to select the option “Make labels mandatory.” This means that agents must select a label before resolving a conversation, providing valuable insights for analysis and improvement. By making labels mandatory, you can ensure data accuracy and consistency.
BEST PRACTICES FOR CREATING CONVERSATION LABELS
- Clear and Concise Labels: Use clear and concise language for your labels and subcategories.
Consistent Labeling: Train your team to consistently apply labels to conversations.
Regular Review and Updates: Periodically review and update your label hierarchy to ensure accuracy.
Avoid Overlapping Labels: Ensure that your labels are distinct and non-overlapping.
- Prioritize Key Metrics: Use labels to track important metrics like customer satisfaction, resolution time, and product adoption.