Message management with tagging

After you’ve implemented your tagging strategy for tracking outgoing posts by content types and campaigns, you can start working internal tagging into your customer care strategy. Social is a useful channel for your audiences to introduce themselves to your brand and report issues they might be experiencing with your products or experience.

Internal tagging is a great way to track your audience types and customer issues, in order to make informed decisions about future product enhancements and manage your replies to your customer communities. 

Let’s discuss two scenarios where tags can bolster your customer care experience:

Learn more about tagging your inbound content with this interactive course in our Learning Portal.

Tagging audience types

Let’s say you work on the social team at Sprout Coffee Co., where you and three other members help manage your social communities. You know you need to make note of messages from new customers, existing customers and returning customers for your community managers to respond to. By adding internal tags to these messages, each of your community managers can filter their Smart Inbox to see only the messages they should reply to.

Create tags specific to your audience segments

After you verify you’ve got tagging permissions in Sprout, navigate to Account and settings > Settings, and then click Tags under Global Features. Now you can create your audience tags:

  • New customer
  • Existing customer
  • Returning customer

Alternatively, you can create an internal tag directly from a message in the Smart Inbox. When you see a message in the inbox that meets your tagging criteria, click image6.pngand enter the name of your tag. After you do, the internal tag becomes available for you and your team’s use.

create-tag-msg-mgmt.gif

Proactively tag incoming messages

Now that your internal tags are set up, you can quickly apply the appropriate tags to your incoming messages in the Smart Inbox. Now when each of your community managers logs into Sprout, they can select their appropriate tag filter to see the messages they should respond to.

Ready to try it out? Head to your Smart Inbox in Sprout.

Save your Custom Inbox View

 You and your team can save time by creating a custom-tailored view to quickly respond to relevant messages. 

Your team can select the tags from the Filter Menu that they’re responsible for responding to, and then click Save As… to save their custom view. Then, the next time they log in, they can navigate in the Smart Inbox to their custom view that appears under Create New, and see their messages right away, rather than applying the tag filters every time.

image3.png

Review your team’s workload

After the incoming messages are tagged, you can check in to see how many messages you receive per tag.

Navigate to Reports > Cross-Network Reports > Tag Performance Report to view the received messages. Select your customer segment tags from the filter menu, and then review the volume by day. If you notice that your new customer tags far outweigh the existing and returning customer tags, you can help balance your team’s workload by assigning community managers to help with the influx of messages.

Screen_Shot_2021-07-27_at_9.32.33_AM.png

To keep up with your team’s progress, schedule the Tag Performance Report to get delivered to your inbox on a weekly basis and make adjustments as you see fit. Note that this feature is only available for Advanced Plans.

Screen_Shot_2021-07-27_at_9.33.15_AM.png

Tagging customer issues

Let’s say you work at Sprout Coffee Co. as a customer care manager on the social team. Your team is responsible for responding to messages in the Smart Inbox to ensure your audiences are having a positive experience with Sprout Coffee Co.

Recently, you’ve noticed you’re receiving a lot of messages about troubleshooting Sprout Coffee Co.’s at-home latte maker. Customers are looking for answers on how to set up with the latte maker and are expressing overall frustration. You decide to start tagging these messages, so you can route them to the appropriate teams.

Create tags to track customer issues

After you verify you’ve got tagging permissions in Sprout, navigate to Account and settings > Settings, and then click Tags under Global Features. Now you can create your internal tags:

  • Issue
  • Complaint

image5.png

Alternatively, you can create an internal tag directly from a message in the Smart Inbox. When you see a message in the inbox that meets your tagging criteria, click image6.pngand enter the name of your tag. After you do, the internal tag becomes available for you and your team’s use.

Add the appropriate tags to incoming messages

As you and your team are reviewing messages in the Smart Inbox, you start applying your ‘issue’ and ‘complaint’ tags. For your ‘issue’ tag, you need a quick way to surface these issue messages to your product team so they can assist your customers. You build an Inbox View to get all these messages in one spot for your technical support team to review and respond to.

image1.png

For the ‘complaint’ tag, your customer care team members can filter the Smart Inbox by this tag and quickly respond to the messages to ensure your brand image doesn’t falter with your audiences.

Monitor complaints and issues with the Tag Performance Report

You can use the Tag Performance Report to monitor the issues and complaints about the latte maker over time. Let’s say after your team started applying internal tags to the troubleshooting requests received in a month, you found that you received more than 1,000 messages about how to set up the latte maker. Your product team decided to release a quick-start guide to help customers get set up. 

Now you can go back to the Tag Performance Report and monitor the number of issues coming in from social after the quick start guide was released. You can then provide insight to your product team that the quick start guide resolved the issues customers were facing. 


Screen_Shot_2021-07-27_at_9.34.28_AM.png

Was this article helpful?

Still can't find what you're looking for?

Powered by Zendesk