Why companies are moving towards automated tagging for customer support
With large amounts of data coming from customer tickets, customer support must make sure that these data can be useful in some way. When this data is left unstructured, it’s not useful for customer support or other business areas. Tagging ensures that incoming tickets are structured and organized in relevant categories.
What is tagging? Tags are labels that are categorized and organized. Tagging is helpful for enabling efficiency. For example, some customer tickets may have similar solutions or they may need similar skills to resolve them. Categorizing these tickets can enable a support agent to resolve problems faster by accessing and analyzing the current ticket in relation to past tickets.
Why should this matter to you?
Making the most of your customer support operations resources is important. Whilst it’s technically possible to tag tickets manually, it’s unlikely to be the best use of your team’s time and energy. At best, manual tagging is time-consuming and won’t always be accurate, but this approach is also likely to be cumbersome for support agents themselves because it requires them to manually dig through all of the old tickets and tags before responding to the customer. If you’ve got a large number of tickets coming in daily, this isn’t an efficient or cost-effective way of resolving issues and maximizing customer satisfaction. The case is clear: the most productive way of using a tagging system is by using an automated tagging system.
Automated tagging takes place when technology is applied to automatically group and organize customer tickets. With IrisAgent, these groups or categories can be customized to specific industries. Automated tagging allows accurate information to be delivered efficiently to the customer.
Top 5 Benefits of Using Automated Tagging
1. Faster mean time to resolve (MTTR)
Automated tagging reduces delays in ticket resolutions by giving support agents the information they need upfront to resolve issues. With the tagging system, agents can avoid repetitive tasks by analyzing similar tickets and using its resolution workflow. A fast MTTR will lead to a reduction in ticket volume.
2. Increased CSAT
Resolving customers’ tickets in a short time usually leads to a better customer experience. When customers experience good service, they will have no reason to complain and instead become loyal customers. This in turn can improve customer satisfaction (CSAT).
3. Agent productivity
Support agents can be more efficient with automated tagging. With the help of ML, agents can focus on providing great experiences for the customers by using accurate data to resolve tickets. For example, It is easier to search for similar tickets in the knowledge base to discover how similar tickets in the same tag were resolved.
4. Customer and product insights
Tagging system, can provide insight to the product and customer success team. For the customer success team, support agents can give them data on the type of issues their customers are reporting. They can use this information to uncover areas that need more focus. The product team can also receive insights on product features that are giving the most trouble or features that are difficult to use.
Manual tagging can be limited in terms of volume, consistency, and accuracy. Automated tagging on the other hand can handle large amounts of data daily. As the number of customers grows, the system would be able to handle the increased data and automatically tag them in real-time. Support agents can therefore always count on up-to-date information.
IrisAgent automated tagging applies Machine Learning (ML) to discover tags and intelligently tag new tickets automatically. It mines historical data to find patterns and uses this knowledge to categorize incoming tickets. This tagging feature optimizes findability and consistency.
How to Apply IrisAgent Automated Tagging
Agent routing: IrisAgent uses the tags to route tickets to the appropriate agent based on their skills and expertise.
Analytics and visualization: Another way IrisAgent applies automated tags is by providing analytics about resolution times and ticket volume for different tags. This gives support agents quick insights on how long a ticket would take to resolve, and the level of difficulty.
Customer support teams can get started with automated tagging with IrisAgent. Schedule a demo with IrisAgent here.