Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them — or even hundreds of thousands.
Tagging lets you make sense of all that incoming information and take action for your customers. Whether you go about it manually or automatically, it’s an important step to take.
Why Should You Tag Your Zendesk Tickets?
Tagging your Zendesk tickets brings insights you won’t be able to gather otherwise. With this information, you can make better decisions across your business, creating happier customers and happier agents too.
1. Gain A Better Understanding Of Your Issues
Tagging your Zendesk tickets makes it easier to spot recurring problems. Are users frequently reaching out about the same issue? Is there a common pain point across your customer base?
With tags, you’ll be able to identify trends and prioritize what needs to be included in your product development roadmap. In the meantime, you’ll be able to create a consistent message to customers who are experiencing the issue and any workarounds they can use until the issue is addressed.
2. Group And Find Conversations
Why waste your time searching through hundreds of conversations to find what you’re looking for? Creating tags allows you to quickly view all the tickets relating to that particular tag, making it much easier to find what you’re looking for.
When you group conversations, you can more easily analyze them for the answers and insights you need to serve your customers better.
3. Decrease Support Costs
When you fix the issues in question or create better customer education content to address them, you’ll soon see fewer customers reaching out to the support team with the same set of questions.
Reducing ticket volume around an issue will help you keep your support costs under control and make sure customers with other issues can get help faster. It will also improve your agent experience because your agents won’t have to answer the same customer questions over and over again.
Related Article: How Support Tagging Boosts Product-Support Collaboration
How To Tag Zendesk Tickets
Though Zendesk already has a tagging feature for tracking conversations, the downside of this feature is that it only works for tags you’ve already created. When you receive new or unique tickets, these will remain untagged, hard to find, and difficult to report on.
You’ll also need to dedicate a lot of time and planning to manually set up this tagging process and remember to search for and add new tags regularly.
How To Fully Automate Zendesk Tagging
Luckily, you can get around this issue by using a solution like Playvox Customer AI to automatically create the insights you’re looking for.
Customer AI directly integrates with Zendesk and scans your data using natural language processing (NLP) techniques, so you can say goodbye to the headaches of manual tagging and gain a host of other benefits, like:
- Automatic topic suggestions: Customer AI automatically uncovers the most important issues that you should be focusing on.
- Sentiment analysis: Playvox Customer AI helps you better understand users through automatic sentiment analysis. This focuses on how customers feel about your products rather than just the volume of conversations, deepening your insights into customers’ problems.
- Simple dashboard reporting: Get everything you need in one easy-to-understand dashboard. You can see the top issues at a glance or dig deeper into specific conversation topics.
- Weekly email reports: You’ll get weekly trend reports, insights, and prioritized recommendations directly to your inbox
Your agents will be happier too: In a Zendesk survey, agents at the highest-performing companies were almost 10 times more likely to report enjoying workflows aided by AI technology.
Make The Most Of Zendesk Tags
Zendesk is a powerful way to connect with your customers, and tagging offers you a way to organize your interactions and learn more from them. Automated tagging enriches those insights, creating a ripple effect of positive benefits throughout your customer service team and your business.
If you’re looking for a way to automate and simplify Zendesk tagging for your customer service team, Playvox Customer AI could be the answer. Request a demo today.