Help Desk Tip #1: Delight Your Customers with Tags
Tags are a lightweight, flexible, and powerful feature that can enable support teams to create memorable experiences for their customers.
We assign at least one tag to every support conversation, and have established a common syntax or “language” for our tags, so they are easy for the entire team to define and use. This consistency lets us quickly recall conversations about a particular topic or issue and act upon them.
For example, we recently fixed a UI bug in our Android app that several users reported. Since we had defined a tag for this issue, it took little effort to find all related interactions, and send a quick follow-up about the fix, creating an unexpected and delightful experience for our users. Here’s a direct quote from one user who received a follow-up from us:
“I'm blown away, honestly. I don't think I've ever experienced such considerate customer service.”
How to set it up
The basic syntax we use is platform-area-issue. Using the example above, here’s how we defined the Tag that the team used to track the issue:
- Platform: Android
- Area: Android N (which was in beta at the time)
- Issue: The menu was appearing slightly offscreen
Therefore, the tag we ended up using was: "android-n-menuoffscreen”
How to manage tags
We have tons of tags, but that’s ok! We haven’t seen too much downside from having a large number of them. Here’s some additional points about how we use tags that we have found helpful:
- Tags can be merged or deleted, and we recommend using these features when a tag is causing confusion, or two tags are accidentally being used to track a single issue.
- In addition to using tags for specific issues, we also have “top-level” tags that are added when triaging incoming conversations, so we know which conversations to tackle first. Many of these tags are automatically applied with Workflows.
- These “top-level” tags are color-coordinated so they’re easy to identify: Platform tags (iOS, Android, Mac, Web) are blue, Pocket Premium tags are purple, feature requests are green, etc.
- We use a Trello board as a “shared brain” to track issues that are reported by our users. Each card represents a single issue, and each has a tag defined, so there’s never any confusion about which to use when we get additional reports.
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