Kundo

An effective tagging strategy for insights into customer service

Updated

In a structured way, categorizing incoming cases into customer service is a key to further developing both your service and your business in general.

There are mainly two important effects of using a good categorization:

  • You get support in the analysis of your statistics: What type of cases do you receive and why?
  • You get a tool to provide feedback to the rest of the organization.

In the long run this will lead to higher customer satisfaction and more efficient service. The value of customer service becomes clearer to the rest of the organization and you become an indispensable part of the organization's continuous improvement work.

Kundo has a well-developed support for categorizing cases with one or more tags. The tags can either be set completely freely by the editor or be selectable based on a predefined list of tags that you have created yourself. For most uses, we recommend having predefined tags for the editor to choose from.

Three steps to an effective tagging strategy

1. What should we measure?

Before you create a structure of tags, it is important to understand what you want to gain insights about. Here are some questions that can help you along the way:

  • What insights are important for your group and customer service in general?
  • What do you want to be able to report to the management?
  • What is important to measure and understand in order to improve the customer experience?
  • What insights would the rest of the organization benefit from?

When you know what insights you want to gain, it is easier to create a set of tags that help you identify incoming questions from the perspectives you have chosen. It is easy to search and choose from existing tags, but keep in mind that the more tags you create, the higher the demands placed on the employee who must choose the right tag for the right situation.

Here is an example of how a structured feedback loop to different parts of the organization leads to an improved customer experience:

  • Tag "Wrong product" -> Feedback to warehouse -> Improved customer experience
  • Tag "Product damaged" -> Feedback to warehouse / supplier -> Improved customer experience
  • Tag "Does not match expectations" -> Feedback to web department -> Improved customer experience
  • Tag "Delivery too late" -> Feedback to supplier -> Improved customer experience

2. Routines

Once you have established a good structure for your tags, the next step is to consistently categorize incoming issues. Here it breaks easily without a lack of routines. Therefore, remember that:

  • Create an understanding in the whole group about why the categorization with tags is important and what value it creates.
  • Set up a clear routine for when a case should be tagged.
  • Follow up regularly so that the routines are followed and the tags are used correctly.
  • Create opportunities for feedback from the group, for example at weekly or monthly meetings.

3. Analysis and feedback

With a tag structure and routines well in place, it's time for the interesting work, to analyze incoming questions and start the improvement work! Here are three tips to succeed with that job:

  • Set aside regular time for analysis: Again, existing recurring monthly meetings and similar are a good opportunity. Some of our customers set aside time for special "editorial meetings" where they work qualitatively with content in Kundo and in such meetings, analysis and feedback based on tags can be a recurring agenda item.
  • Create channels for feedback to the rest of the organization: What information should you communicate to the rest of the organization and in what way? How do they expect feedback and what feedback do you want in return? Establish routines with those affected.
  • Present improvements to management: Regardless of the level in the organization you work at, it is important to make both problems and improvements visible for those who can influence and make decisions. Discuss how you can make the effects and insights from your work visible!

Tag groups and filters

It can often be both interesting and necessary to create a structure of tags that makes it easier to analyze certain perspectives separate. You can do this using tag groups and filters.

In this article you can read more about roof groups and filters. There you will also find an educational example of a useful tag structure.