Remember the good old days when you used Post-it Bookmarks to mark your favourite pages of a book? Each color meant something different and there were different tags within each color. It was a really efficient way to organize the information you cared about in that book.
Now take that behavior and apply it to customer service tickets in your company. That’s exactly what we’ve done with Ticket Tagging.
You can now tag tickets on-the-fly with appropriate keywords, be it while checking out a ticket or sending a response.
Here’s a look at some tags that’ll help you organize your tickets.
The ‘Pay up’ tag
It’s the holiday season and you’re running a whole series of promotions. One of them happens to be an email rebate program. Now, your customer service team would deal with a whole flurry of tickets about the rebate, but that’s not a regular thing. They need a straightforward way to separate these tickets from regular ones like onboarding. With ticket tagging, they can simply tag these tickets ‘Pay up’ and apply a macro on them.
The ‘Fist bump’ tag
Customer service gives plenty of scope to have meaningful conversations with customers. Some of these conversations genuinely stand out in a remarkable way, so much that you feel like giving a standing ovation to the agents involved. You’ll want to mark these tickets and keep them for the future. We’ve all been through that moment. Just tag such tickets ‘fist bump’. They truly deserve one!
The ‘Whoops’ tag
For every good conversation, there’s the other side of the coin as well. The side where you say things you wish you hadn’t, where you slipped and fell, where your customer had a negative experience. They’re useful to keep for the future too, as an indicator of what you mustn’t repeat. It’s really apt to tag them ‘whoops’.
The ‘Ka ching’ tag
Happy customers are far more likely to buy more from you again. The best post-sale touchpoint to understand customer happiness is customer service. But how do you know when’s the right time for Sales or Marketing to step in and talk to a customer? When a ticket is tagged ‘ka ching’, that’s how.
These are just some of the possibilities. There’s so much more you can do with the flexibility and convenience of ticket tags. Give ’em a shot and let us know what you think!