Understanding & Utilising "Tags"

LimeChat's tagging capability is a powerful tool designed to help you manage and understand your interactions more effectively.

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Overview

At LimeChat, our tagging capability allows you to categorize and manage your conversations and contacts effectively. Tags help you organize, search, and analyze your interactions better, enhancing your customer service experience. We offer three distinct types of tags:

1. Conversation Tags

2. Contact Tags

3. System Tags

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1. Conversation Tags

Conversation tags are labels applied to individual conversations. They help in categorizing and identifying specific interactions based on the context or topic discussed. Our conversation tags are structured in three levels for detailed categorization.

Usage:

• Categorization: Organize conversations by topics, issues, or priorities.

• Searchability: Quickly find conversations related to a specific tag.

• Analysis: Generate reports and insights based on tagged conversations.

• Automation: Create automated flows based on the absence/presence of these tags.

Examples:

• Level 1: "Support"

  • Level 2: "Technical Support"

    • Level 3: "Software Issues"

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2. Contact Tags

Contact tags are user-level labels applied to the entire contact or customer profile rather than individual conversations. These tags help in segmenting your customer base and understanding customer characteristics or behaviors. Our contact tags are also structured in three levels for comprehensive segmentation.

Usage:

• Segmentation: Group customers based on common attributes or behaviors.

• Personalization: Tailor your communication and marketing strategies according to tagged customer segments.

• Customer Management: Keep track of customer statuses or categories for better management.

• Automation: Create automated flows based on the absence/presence of these tags.

Examples:

• Level 1: "Customer Type"

  • Level 2: "Frequent Buyer"

    • Level 3: "VIP"

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3. System Tags

Definition: System tags are automatically generated and applied by our bot. The bot identifies key elements within conversations and applies relevant tags without manual intervention.

Usage:

• Automation: Reduce manual tagging efforts with automatic categorization.

• Efficiency: Ensure consistent tagging across all conversations.

• Insights: Gain automatic insights into common issues, requests, or customer needs.

• Automation: Create automated flows based on the absence/presence of these tags.

Examples:

• "Payment Issue"

• "Shipping Delay"

• "New User"

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Check this video to know more about tags:

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FAQ's

What is the purpose of system tags?

System tags are automatically applied by the bot to categorize conversations based on detected topics like "Payment Issues" or "Shipping Delays," reducing manual tagging effort.

How can I ensure agents apply relevant tags to conversations?

Train agents to use tags aligned with the conversation context. For example, use "Order Cancellation" for queries related to cancellations.

What happens if I delete a tag?

Deleted tags will no longer appear in conversations or contacts, and any workflows or automations linked to them may be affected.

Are tags applied by the bot editable?

System tags applied by the bot cannot be renamed but can be removed manually if required.

Can I standardize tags across multiple teams or regions?

Yes, create a global tagging structure with centralized control to ensure uniformity. Allow limited customization for region-specific needs while maintaining consistency.

Can I create workflows that rely on both conversation and contact tags?

Yes, but ensure workflows distinguish between the two. For instance, use conversation tags for ticket-level actions and contact tags for long-term customer segmentation.

What’s the best way to measure the effectiveness of tagging?

Use analytics to track metrics like ticket resolution time for specific tags or the number of conversations assigned to high-priority tags. Evaluate how tagging impacts workflows and customer satisfaction.

How do conversation tags enhance workflow automation?

Conversation tags can trigger actions like escalating tickets, routing to specific teams, or sending automated responses. For example, tagging a conversation as "High Priority" could trigger an alert for immediate attention.