kommunicate

APRIL 1, 2020

The latest version of Kommunicate includes multilingual support for tags, bug fixes, latest iOS SDK and agent app. After a lot of remote meetings and scrums, we have added some powerful features to your favorite customer support tool. if you haven’t read the previous release notes, please head here.

Meeting 52

Meeting Tools Customers 52

SurveySensum

NOVEMBER 10, 2023

Pros Different types of survey questions Affordable Multi-channel survey distribution Easy-to-use and implement Enables automated feedback tagging by category and sentiment Easy transfer of existing survey data from previous customer feedback tool Customizable reports and dashboards Cons Limited integrations but their support is flexible.

User Experience 52

User Experience Tools Feedback Analysis 52

Thematic

SEPTEMBER 14, 2023

While Expedia contains more negative responses (shown below in pink): Responses for user interface by sentiment Tagged themes “ease of use” and “reliable”  have twice the amount of comments for Booking.com compared to Expedia. Despite a few hiccups, both apps zip along nicely and are quick to respond.

Travel 62

Travel Hotels Comparison Analysis 62

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. Good reporting relies on the right tagging structure. What do they like most?

Contact Center 67

Contact Center Report eBook Tips 67

Lumoa

FEBRUARY 28, 2023

In many cases, customer insights teams are forced to dump data into Excel or Google Sheets and manually read and tag each piece of feedback. The second barrier to organizing actionable customer feedback is the level of manual effort involved. This eats up hours and hours of work, making it very time-consuming to generate meaningful insights.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

SurveySensum

DECEMBER 29, 2022

SurveySensum’s Text Analysis tool lets you sort your received feedback and helps you identify the trending tags behind the customer feedback. . Then, after creating the tags, the machine will automatically tag all the feedback in real-time. Here’s how this tool functions. .

Feedback 52

Feedback Survey How To Analysis 52

SurveySensum

NOVEMBER 24, 2021

Categorize Responses by Creating Tags. Identifying Top Customer Complaints from the Trending Tags. Step 1: Categorize the NPS Responses by Creating Tags. After shooting the NPS survey, once the open-ended responses start rolling in, start categorizing responses into tags. You can create your tag list according to the.

NPS 52

NPS Net Promoter Score B2C Effort Score 52

Wootric CX Blog

OCTOBER 21, 2020

Bugs in your software. It takes qualitative data and applies tags to topic themes. In the example dashboard below, more than 15% of support tickets relate to bugs. And that gives them a solid feel for every point of friction your users’ experience, including things like: Onboarding struggles. How new features are received.

Data 52

Data Analysis Analytics Metrics 52

Thematic

NOVEMBER 22, 2021

The actual procedure is a simple three-step process that could hardly be easier: Find a review analysis provider and integrate your reviews into their platform Explore the analyzed results to find key issues, bugs, or feature requests Find specific examples of key issues and share results with stakeholders.

Analysis 71

Analysis How To Analytics Feedback 71

Wootric

SEPTEMBER 24, 2018

It’s only recently that, with advanced technology and machine learning, it’s become much easier to tag, sort, and assign sentiment to qualitative feedback at scale. Tagging, in particular, is a huge time-saver when you switch from just manual tagging to auto-tagging. Source: CXInsight Dashboard. Don’t they always?).

Feedback 60

Feedback How To Customer Centricity NPS 60

Playvox

AUGUST 23, 2022

From issues they’ve been having with your business’ products to bug reports, as well as requests for new features and customer feedback (both positive and negative), you have a wealth of useful information at your fingertips. Related Article: Top 5 Chat Conversation Tagging Challenges.

Trends 52

Trends Analysis Customers Loyalty 52

Thematic

OCTOBER 3, 2021

From service recovery to upsell opportunities, you’ll automatically know which customers to target, which features to include in the roadmap, which bugs to fix and what to upsell. Analyze Thematic automatically tags and labels conversation data with themes (no training required!) and commonly reused text (“Have a nice day!”).

Analytics 62

Analytics Roadmap Analysis Social Media 62

Magellan Solutions

FEBRUARY 9, 2021

Agents would be able to store, organize, and tag chats to filter them for review later. Consider tagging for things like feature requests and bugs, as well as by question type or topic. Most people are more likely to ask questions over chat instead of calls. Live chat data helps inform product decisions.

Ecommerce 52

Ecommerce Loyalty Programs Customer Service Representative Travel 52

Magellan Solutions

MAY 8, 2021

Agents would be able to store, organize, and tag chats to filter them for review later. Consider tagging for things like feature requests and bugs, as well as by question type or topic. Most people are more likely to ask questions over chat instead of calls. Live chat data helps inform product decisions.

Ecommerce 52

Ecommerce Customer Service Representative Travel Banking 52

Kayako

NOVEMBER 8, 2017

Lisa , Geckoboard’s Customer Success Champion, shares how using something as simple as tags helps the team keep track and implement unique terminology customers use to improve communication across the board: “When we speak to our customers, we often find opportunities to improve our communication with them.

Self Service 156

Self Service Knowledge Base Ecommerce Tips 156

LiveChat

JULY 29, 2019

Tag breakdown to categorize your chats. Let’s start with tagging. Tags are often used on every social media channel and they help us find topics that interest us. In LiveChat, agents can also use tags for each chat or ticket they have. Tags should be the words that identify the topic of conversation best.

Management 52

Management Ecommerce Social Media Video 52

LiveChat

DECEMBER 12, 2019

Analyze tags with ease. Agents talk to customers about many different things on a daily basis: from bugs on your site or app to questions about shipping to product requests. With tags, you can quickly add more context to these conversations so they are easy to find and analyze later on. Now, all your tag stats are in one place.

Report 28

Report Management Metrics Data 28

Zonka Feedback

DECEMBER 26, 2023

As an AI survey tool, Zonka Feedback also uses AI to detect topics and automatically classifies feedback into different themes, sub-themes, and tags. Standout AI Feature Gives out survey tips to help create the best survey drafts with fewer bugs to ensure a higher response rate.

Feedback 52

Feedback Tools Survey Analysis 52

Survicate

FEBRUARY 20, 2019

Bug: Technical fixes that customers expect to be fixed. But, who says that a message you tagged as ‘uncategorized’ won’t make a lot of sense in 6 months, and will once come in handy? . You’ll thank yourself later for marking all your customer discussions with specific tags. Let’s take a look. But there’s more to it.

Feedback 81

Feedback Management Survey Tools 81

COPC

JUNE 9, 2023

QA professionals deeply understand quality data and can identify bugs or inconsistencies. Tagging the knowledge database, conducting polls, leveraging quality monitoring, or analyzing exam results can contribute to the normalization process and help distinguish between correct and incorrect answers.

Industry 114

Industry Customer Experience Analytics Training 114

Amity

OCTOBER 23, 2018

To calculate your overall NPS score use the following formula: A best practice on NPS is to tag your responses by various customer types and categorize topics that they mention if they leave a comment.

Metrics 76

Metrics Customer Success Effort Score Net Promoter Score 76

Thematic

MARCH 29, 2020

For example, when they leave a review online or message your company’s tag on Twitter. They have features for tagging feedback by hand with commonly recurrent themes. Tag these with “improve search”. Tip: Don’t create tags in advance of reading feedback. Feedback is unsolicited when others provide it on their own accord.

Feedback 111

Feedback How To Analysis e-support 111

Centercode

OCTOBER 14, 2020

Nothing frustrates customers quite like hidden bugs in the latest product update. Centercode allows you to automatically tag security-related issues and other feedback that testers report. Ensuring the setup process is easy enough for the least technical members of the product’s target market. Your Path to Success.

Connections 98

Connections Wireless eBook Customers 98

Kayako

MARCH 3, 2016

Reporting bugs. If you find you’re sending lots of free gifts to make up for security issues or bugs, this could warrant further investigation. What are top tags? Why should you measure top tags? Positive feedback. Reporting security issues. In this section: Customer effort score. Customer satisfaction score (CSAT).

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Wootric CX Blog

SEPTEMBER 13, 2018

Software companies might see themes such as ‘feature request’, ‘bug’, or ‘pricing’. Once organized with tags, your time is freed up to look at the themes and trends that arise from the noise, then create actionable strategies based on those insights. . Read Google’s case study on Wootric and Natural Language Processing here.

Analytics 81

Analytics Tips ROI NPS 81

Help Scout

JANUARY 18, 2019

For example, if three dozen customers emailed you over the past few months pointing out a bug in your software and now your development team has deployed a fix, why not update the customers? If you use automations to sort conversations — or even reply to them automatically — tags can help make it happen. Reporting and metrics.

Software 40

Software Self Service Metrics Knowledge Base 40

Kayako

OCTOBER 1, 2015

Some examples of where support teams can help your product team: Reporting bugs that need to be fixed, Channelling feature requests, or. “What’s the smallest amount of tagging you need to be doing to produce the insights your team needs?” They also exist in a reality of constant time and resource constraints.

Company 120

Company How To Sales Report 120

SurveySensum

JANUARY 24, 2024

Jeremy Watkin , director at Director of Custserv and NumberBarn : We currently have our team and anytime they handle a ticket where a customer asks for a specific feature that we don’t offer, we have them tag that ticket and they go through those periodically to see what customers are asking for.

Roadmap 52

Roadmap Feedback Customers Survey 52

Kayako

MAY 5, 2016

If all replies are related to the same issue I’ll leave them in, but I might add extra labels about troubleshooting or bugs for later identification if they weren’t already there. Are the higher number of replies related to bugs or major troubleshooting? Again labels or tags might help here. Perhaps it’s explainable by that.

Metrics 120

Metrics Self Service NPS Software 120

Retently

AUGUST 26, 2019

A cting on the feedback (sharing it with relevant departments, fixing bugs, etc.). . When customers want to complain about a problem they’re having, mention bugs or glitches, or praise a brand, they don’t always reach out directly to the company. Connect customers who complain about bugs or glitches directly to your tech support team.

Feedback 87

Feedback Social Media Effort Score Net Promoter Score 87

Eptica

JUNE 16, 2020

Cloud-based software is also much easier to update, so your business can benefit from the latest innovations, bug fixes and new technology without having to undergo disruptive on-premise upgrades that can hinder normal working. Costs move from CAPEX to OPEX. making them more predictable and easier to account for.

Travel 63

Travel Innovation Omni-Channel System 63

SurveySparrow

JUNE 29, 2020

By the time you fix a bug, the next set of requests and fixes are already stacked up. If a year ago, had someone told us that the future of coding is not having to code at all, pretty sure we’d have tagged him crazy. More often than not, your ability to code gets marred by the burden of pending demands. What is no-code?

Competitive Advantage 91

Competitive Advantage Survey Video Course 91

SurveySensum

FEBRUARY 1, 2024

Eliminate manual efforts and coding with Text Analytics Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free Use support tickets and bug reports to inform feature requests. Tag each insight by potential innovation type, ranking them by feasibility and value.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

LiveChat

NOVEMBER 27, 2018

It didn’t look the same way it does now and still had a lot of bugs to discover. They had to be able to spot, identify and report bugs. Recently, the ChatBot team has released new feature that allows your bot to tag its conversations and complete goals. Our first problem was that ChatBot was still a rough app.

Case Study 71

Case Study Chatbots Study Customer Service 71

ProProfs Chat

DECEMBER 17, 2021

Your app users might experience bugs and crashes, but how do you know if this is the case? So, a good feedback system will let you know the bugs and issues in your software. Such integrations can help you with bug tracking, project management, and support desks. That’s what makes in-app feedback important. Source: Survicate.

Tools 52

Tools Feedback Roadmap Survey 52

ProProfs Chat

JANUARY 4, 2022

While testing the performance of a mobile application, the testing team needs to look for bugs. Since the application must be launched within a week, the team ranks bugs according to their severity. The severity of an application bug may be ranked as critical, high, medium, or low. This is a great qualitative data example.

Analysis 52

Analysis Examples Data Social Media 52

Wootric

DECEMBER 21, 2018

These concerns will not be applicable to a developer centric SaaS/PaaS products — for they would be interested in issues related to UX, UI, Performance, Bugs, Feature Request etc. Tags view in Wootric CXInsight shows feedback themes with sentiment breakdown. Here is a screenshot of one of our customers data.

Analytics 67

Analytics Survey e-support Analysis 67