Tagging Guide is a series of articles aimed at teams who are looking to set up or improve their tagging process in order to learn from their Intercom conversations.
In the first article, we will be discussing how Intercom conversation tagging works and will highlight the main benefits of the process.
Tagging conversations on Intercom
Tagging is the process of assigning meaningful labels to your customer conversations in Intercom.
By meaningful labels, we mean labels that specifically describe what the Intercom chat conversation is about – in essence, a brief one or two-word summary. These labels, otherwise known as tags, act as a reminder so that you can later remember the contents of the conversation, at a glance.
Tags also work as a tool for grouping multiple related conversations together, so that all the conversations about a specific topic are retrieved during a search. This way you see all relevant conversations together in one place.
The Benefits of Tagging
1. Quicker search
We personally think it's a huge waste of your valuable time to re-read hundreds of conversations until you find the ones that you are looking for. It’s much more effective to narrow your search to the exact conversations you need, right from the start.
Tagging allows you to efficiently sort through your conversations and pull up only the ones related to a particular issue.
2. Tracking metrics
Imagine how much easier it would be to convince management that they need to hire more people to handle the support workload if you had the data to back up your argument.
With Prodsight Tag Rankings, you can keep a count of the conversations your support team has closed in a given month/week/year, broken down by tag.
3. Drive product development with tag analytics
You can also use conversation tags to learn about your customers - their needs, requests, pain points and what they like or dislike about your product.
With Prodsight, you can use your conversation tags to not only identify opportunities for improving your product but also to find those pesky product issues that frequently annoy your users and, by extension, your support team.
Prodsight can help you turn your tagging efforts into actionable insights.
4. Decrease support costs
Let’s say your company is facing a surge in new customers/users and you can’t seem to hire support staff quickly enough or it isn’t financially feasible to expand your support team. Tag analytics can help.
You can use your Intercom customer conversation tags with Prodsight to analyze your tags and identify recurring support issues.
By addressing these recurring issues either by fixing them in the product or providing better customer education, fewer new customers will reach out to the support team with the same set of questions.
The result - lower support costs and a sane support team where the monotony of dealing with the same queries, again and again, is vanquished once and for all.
Learn how Eventree used tagging and Prodsight to do exactly this.
In Part 2 of Tagging Guide, we talk about how to set up your own tagging process.
Get Prodsight to Auto-tag your conversations
Prodsight can help you visualise conversation topic trends whether you are tagging Intercom conversations yourself or use our Auto-tagging feature which automatically tags conversations on your behalf.
If you think self-tagging is too much work, sign up for a free Prodsight trial and test-drive our Auto-tagging feature.