Other than using TAGs, another way to mark a conversation a customer care agent is having with a customer is to associate it with a Subject. A subject in Audite Cloud is composed by 3-levels: each level is an Argument that, after having been created, might be used in different subjects that can be used to classify a customer interaction. A first level argument is tipically a macro-category to classify the interaction (e.g. Request for Information, Complaint, Issue, etc). A second-level argument is used to introduce a further classification for the macro-category defined at the first level (e.g. Request for Information > Postpaid tariff, Request for Information > Add-ons services, etc). A further specialization can be defined specifying the third-level argument that, together with the other two, identifies exactly the reason why a customer is contacting you (e.g. Request for Information > Postpaid tariff > Tariff X, Request for Information > Add-ons > 10 GB promo).
Like all the other administrative configuration activities, only users who have Administration access will be able to perform these configurations.
Then, to create new subject, first step is to define the proper arguments the subject must be composed of, if they don’t already exist. This can be done clicking on Add Argument button in this administrative section.
After the creation of the proper arguments, a subject with these arguments can be created too. This can be done clicking on Add Subject button: you must define, selecting them from drop-down lists, the three arguments the subject must be composed of. In this way you are creating the 3-levels subject your customer service team can use to mark a customer interaction. Indeed, after having specified the three arguments, clicking on Create button, the subject will be actually created and it will become available for the whole organization. It means that, while managing an interaction with the customer, a customer care agent can mark the conversation with this subject. Indeed, once created, by default, the subject will be an Active one.
Once a subject has been configured and created into the platform, you have the possibility to either make the subject as inactive or to delete it. First operation will make the subject unavailable for the organization, i.e. it cannot be used to mark a customer’s conversation but it could be later re-activated. Deletion of the subject, instead, will be a physical one. It means that, if you want to make the subject available again, you must create it from scratch.
Another functionality available in this administrative section, that is very useful especially during the setup phase of your organization, is the possibility to create the customer interactions subjects in a bulk way. The user experience will be very similar as TAGs bulk import. First step is to download the template that must be used for the import: it can be done clicking on Download Template button. After having filled the template, it can be imported clicking on Import Subject button. At the end of this operation, the subjects specified into the file will be created and made available for the agents while managing the customers interactions. If the arguments specified for the subjects, into the file, don’t exist, they will be automatically created too.
Additional details about how to mark a conversation with a subject during the interaction management process can be found here.