Chat tags: a feature dive

When you label and categorise your data, it makes it easier to search and use. And this applies to your live chat session data, too.

That’s where chat tags come in. Chat tags let you categorise chat sessions based on your parameters, ready for you to filter, search and analyse.  

Here, we take a deeper dive into this handy WhosOn feature, and why chat tagging is so useful.


What are chat tags?

Chat tags, as the name suggests, are tags or labels you can add to your chat sessions. There are plenty of different reasons a customer might connect via chat. With tags, you and your team can keep track of these topics, as and when they come up.

This means that come time for review, any chat about product X, or that has good feedback, etc. is easy to find through search.

In other words, you can filter chat searches by tags. This means that supervisors can find and review previous chats with ease, based on their topic and content. This is valuable when it comes to analysis, reporting and management.


Who uses chat tags and when?

Agents and supervisors use chat tags. Customers do not see them. Before and after chats, supervisors/admin will use the chat tags feature. Agents, meanwhile, make use of it during.

First, admin users can make a list of the different chat tags that agents can apply to their chats. So, your labels will always cover the categories that are most useful to you.

Agents then apply the relevant chat tags to each chat they manage. They select the tags from inside the active session, via a ribbon inside the WhosOn client.

Finally, after the chat session has closed, you’ll have a host of chat data neatly labelled with your tags. Supervisors then use these tags to filter their searches of chat records.


How do chat tags work?

There are three simple steps when it comes to how chat tags work.

First is the creation of tags. These are useful categories — think things you want to track. For example, your tags could include ‘good feedback’, ‘complaint’, ‘product x/y/z’, ‘loan query’, ‘insurance claim’ and so on. You’re picking the key themes you expect to see in your chat sessions.

Next, during a chat session, the agent handling the conversation adds these tags to the chat where relevant. For instance, a chat is about product y, and details a bug. In such a case, the agent would add tags ‘product y’ and ‘bug’. The agent can add as many tags as applicable.

After chats are over, the tags are archived with them. Supervisors can then search through chats from within the WhosOn client, filtering results based on their tags. So, if they want to know what customers are saying about product z, they filter their search looking only at the chats that deal with product z.


Why use them?

Chat tags are great for finding, grouping, and reviewing conversations. By using them, you make it easier to analyse your chat data and improve your chat experience.

For example, tags offer clear insight into the core reasons why customers connect through your chat channel. From this, you can tailor your training and even your bot training to better serve your customer’s expectations.

Chat tags also make it easier to compare the way that problems get resolved on chats with the same categories. This means you can shape a consistent service standard for common problems.

Speaking of common problems, another advantage of using chat tags is that they let you spot common issues with products. This lets you recognise common pain points with a product, which you can then feedback to key stakeholders and work to fix.


WhosOn chat tags

Chat tags are just one of the many features that WhosOn has to offer.

Why not explore further, with a 30-day free trial, and see what else WhosOn can do for you?


Useful links

Types of customers on your chat channel, and how to handle them

Beyond the [X]: exploring the post-chat process

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