Using Tags to Fill Gaps in Reporting

The reporting section in Kustomer offers powerful tools to gain insight on how certain aspects of your business are performing. These can be used to great effect in a variety of ways from insight into what customers reach out for most often, all the way staffing changes you might need to make based off volume. However our reporting tools aren’t going to be a perfect fit for every need, and that’s where tags can be incredibly useful.

A brief overview of Tags

Conversation tags can be added to conversations in order to better filter them for later use. Want to mark a certain batch of conversations from a VIP group? Easy. All you need to do is create that tag in your workspace section of your settings and then you’re able to add it to any conversation you’d like. If you want to search for all your VIP conversations later, you can simply add that as a search parameter and you’ll be able to see how many VIP conversations you have:

While tags can be manually added, the main way they are usefull is by leveraging them via business rules and workflows.

Tags and Reporting

When building a report, you might find yourself not able to be as granular as you’d like. There might be certain attributes on a conversation or customer that our reporting tool simply does not have the ability to measure. It’s here that tags can be incredibly useful for creating your own variables to report on. 

As an example, let’s say you run a business where clients can reach out to multiple different phone numbers to. You may want to report on the different CSATs you get based on which number a client reached out to specifically. Right now our reporting tool does not allow you to do this, however with the leverage of tags, we can build this in. 

All you would need to do is build a workflow that adds tags based on the “To” field of a phone call. If you make a tag based on each number you can create a workflow like this: 

In the above example, depending on which number the client is reaching out to, a certain tag will be added. Later in our reporting, we can create several reports based on the differences in conversations that are tied to the different phone numbers. Now you can report on, for example, which number yields higher CSAT scores when a client reaches out to it. You can build a report that segments by tag, or you can build several charts for each tag. The more you tag your conversations, the more granular you’ll be able to get in your reporting.

The only hiccup to this method of filling gaps in the reporting tool is it is only proactive. If you want to retroactively add tags to previous conversations filling certain criteria, you’ll either need to run a script of some kind, or do a bulk tag update in the search section of Kustomer. Depending on your needs, this can be fairly easy to do.

If you have any questions about the details in this blog, please comment below and we’ll get back to you here!