Why Use Tags?

Categorizing customer service cases with tags is a powerful tool for better tracking and understanding the types of cases being handled. We strongly recommend using tags because they provide:

• Clear statistics: Makes it easier to analyze incoming cases and understand customer needs.
• Better customer insights: Creates valuable information that can be used internally to improve processes and the customer experience.
• Effective feedback: Simplifies sharing insights across the organization.

The result? Higher customer satisfaction and more efficient service, while customer support contributes more clearly to business development.

In Kundo, cases can be easily categorized using tags—either free-text or from a predefined list. For most cases, a predefined list is recommended to maintain clarity and structure. There is also an option to create tag groups to organize and compare specific areas separately.

Three Steps to an Effective Tagging Strategy

1. Define What to Measure

Identify the insights that are important for customer service, management, and the entire organization:

• What needs to be reported to management?
• Which insights improve the customer experience?
• What would other departments benefit from knowing?

Create tags based on these needs to facilitate analysis and improvement. Examples:

• "Wrong product" → Feedback to warehouse
• "Product damaged" → Feedback to warehouse/supplier
• "Late delivery" → Feedback to supplier

2. Establish Routines in the Team

Ensure the entire team understands the value of tagging. Inform users about which tags to use and how. Make sure everyone tags email conversations continuously to keep statistics accurate.

Create clear routines for when and how cases should be tagged, and follow up regularly—e.g., during weekly or monthly meetings.

3. Analyze and Act on the Data

Allocate time to analyze tag data and share insights within the organization. Establish clear feedback channels and present improvement suggestions to management to drive change and enhance the customer experience.

Getting Started:

• Add your selectable tags for each channel via the menu in the navigation bar.
• Inform users about the correct tags to use.
• Ensure that all conversations are tagged continuously to maintain accurate statistics.