Mark a Customer Interaction: TAGs and Subjects
While managing a customer interaction, customer care agents will have the possibility to mark the interaction in order to identify the reason your customers are contacting you.
Knowing why your customers are contacting you can always help you improve your customer experience (CX). For instance, if an hight percentage of your customers is complaining about a service your are providing because it is not working properly, you can act on it in order to improve your CX and increase the customer satisfaction.
Indeed your customers, who have experienced your products and services firsthand, will provide priceless insight into the quality, affordability, customer service and benefits you offer compared to what else provided by your competitors. And, if you choose to listen, they will help you create greater products and services that are more competitive and relevant to your market.
In Audite Cloud there are two ways to mark a customer interaction:
- TAGs: a tag it is a label your customer service team can use to define, in a quick way, the reason why a customer is contacting you. More that one tag can be associated to a single customer interaction. For additional details about how to configure TAGs see here; instead for understanding how to use it during the interaction management process see here.
- Subjects: A subject is a structured way to mark a conversation. It is composed of three levels that can be used to categorize the reason of contact. For additional details about how to configure subjects see here; instead for understanding how to use it during the interaction management process see here.