Customer communication holds valuable information that can help identify sales opportunities, analyze customers' health, and ensure growth.
By tagging your communication, you can provide valuable information to your Customer Success teams. It can help them monitor the customer's health score, understand what's their current status, see who requires attention, who's ready for expansion and who might be at risk of leaving.
Here are the top topics and tags you should focus on when tagging customer communication:
Your 2 main questions:
Using Features - [NameofFeature]
Not Familiar w/ Features - [NameofFeature]
Requires Existing Feature - [NameofFeature]
Relevant for UpSell - [NameofProduct], [NameofFeature]
Need Additional Features - [NameofFeature]
Your 2 main questions:
End of Contract
Churn Risk
Just Renewed
Requires Constant Assistance
Can't See Product Value - [ProductName]
Needs ReOnboarding
Requires CS Attention - [ProductName]
Your 2 main questions:
Requires Custom Addons - [AddOnName]
Waiting for Feature - [FeatureName]
Expected Feature at Sign - [FeatureName]
Bug Report - [NameofProduct]
Demands Feature to Renew - [FeatureName]
Asking for Additional Features - [FeatureName]
Your 2 main questions:
Neutral
Happy
Sad
Billing Inquiry
Bug
Product Question
Health Check
Feature Request
Technical Support
Your 2 main questions:
Relevant Product - [ProductName]
Relevant Feature - [FeatureName]
Requires Customer Success - [FeatureName]
Requires Sales - [FeatureName]
Requires Dev - [FeatureName]
Requires Product - [FeatureName]
There's a lot of information in your customers' communication channels. By adding the right and relevant tags, your Customer Success teams can gain valuable and actionable insights, allowing them to know when they need to reach out to a customer and what topic should lead the conversation. It might be the secret ingredient that can help you and your team provide the best customer experience possible.