IntercomExport (www.intercomexport.com) service has been shut down on 18 March 2021. Why are you shutting it down? We built IntercomExport in 2018 to help teams get access to their Intercom data so they can analyze it and build reporting from it as a way to understand their customers. Since we have been focusing all of our energy on our main product Prodsight which delivers on this mission in a more impactful way. We are grateful to all the IntercomExport customers for supporting us in the early days and sharing their use cases which helped us build Prodsight. What happens next? Any remaining ..read more

We’re delighted to announce that our new AI-powered User Intent Detection feature is now out of beta. We’d like to thank all the customers who participated in the beta program and provided valuable feedback . Make your Topics intelligent with User Intent Enhance your keyword-based Topics and Subtopics with User Intent to get human-like accuracy without actually doing any manual tagging. Here is how you can use User Intent in practice   Let’s say you want to understand how many users experienced issues with your “Offline Mode” feature.  You can start by tracking keywords such as “off ..read more

Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences—especially if they do the process manually. That said, tags can also be one of the most significant sources for product-support collaboration and whole-company education that exists. Depending on your tagging strategy, the stories carried by those little nuggets of information can be precious. Think of it like this: you wouldn’t decide to go on a road trip without looking at any maps, reading many rev ..read more

Our CEO Tadas Labudis appeared on the Customer Support Leaders podcast to talk about one of his favorite topics – support tagging taxonomies. We’ve previously written about how to build a strong tagging taxonomy and the key principles behind it. This episode builds on that and covers a few more areas: Why you should tag tickets How to get started with tagging from scratch Why CONSISTENCY is key How tagging process can break down How to future-proof it You can listen to this episode on iTunes or Spotify. Enjoy! The post Podcast: How to Build a Tagging Taxonomy appeared first on Prodsight ..read more

As your business grows, customer support is often one of the first areas to feel the strain. The more customers you have, the more support tickets you get, the more support agents you need to hire to handle them. Skimp out and you risk alienating your customers with long first response times and ultimately – poor customer experiences. There is a smarter way. Modern businesses are focusing on making their services more efficient by investing in CX analytics and self-service help solutions such as chatbots, knowledge-bases, product tours and other initiatives. One of our customers, Zenoti, is se ..read more

As your business grows, customer support is often one of the first areas to feel the strain. The more customers you have, the more support tickets you get, the more support agents you need to hire to handle them. Skimp out and you risk alienating your customers with long first response times and ultimately – poor customer experiences. There is a smarter way. Modern businesses are focusing on making their services more efficient by investing in CX analytics and self-service help solutions such as chatbots, knowledge-bases, product tours and other initiatives. One of our customers, Zenoti, is se ..read more

Companies talk to customers every day via a wide range of channels from customer support, sales and research interviews to surveys, reviews and social media. Every customer interaction leaves a trail of valuable information. To understand the underlying themes around customer needs and wants, customer-centric organization analyze customer feedback by tagging it and producing reports. Bringing order to your tags Whether you are tagging your customer feedback manually or use an automated tagging tool, you will need to build a robust tag taxonomy to act as an overarching framework and help you or ..read more

Intercom conversation leaves a trail of valuable data around the issues your customers have experienced, feature requests, questions and concerns. If your company has been using Intercom for any length of time, you have most likely accumulated a lot of this type of data. However, it’s hard to draw meaningful, actionable insights from Intercom conversations unless you methodically analyze them regularly. The three main methods for analyzing Intercom conversations are: Manual tagging of conversations in Intercom; Use Intercom’s Tag Rules to apply tags to incoming conversations automatically; Us ..read more

Insights from feedback data, such as support tickets can be incredibly powerful. Most companies are already sitting on thousands of conversations filled with actionable feedback that could help them prioritise issues and dramatically improve customer experience. However, making sense of these tickets on a larger scale is getting increasingly difficult, as the volume keeps growing with new channels like live chat. So, how do you gain the valuable insights you need from your customer feedback data? Most support teams use tags to categorise and group the customer feedback to report insights to th ..read more

Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them. That’s why we’re going to take you through how and why you should be automating your tagging process, to give you the reporting insights you need. Why should you tag your Zendesk tickets? You really need to tag your Zendesk tickets as part of your analytics and support strategy, here’s why: 1. Gain a better understanding of your issues Tagging your Zendesk tickets makes it easier to spot recurring problems. Are users fre ..read more