ClientZenUpdated 3 days ago

ClientZen automatically applies smart semantic tags at scale to all customer feedback, including tickets, reviews, calls, and more. Gain a clear understanding of what drives negative sentiment and make informed product decisions with accurate, reliable insights. ClientZen provides a holistic view of recurring issues, common questions, and top customer requests, helping you prioritize improvements and enhance your product based on the customer's voice.

Integration benefits

• Save time and free your support team with automated, consistent tagging at scale. Know what drives negative sentiment and make the right product decisions.
• Get a holistic view of what your customers saying without having to dig through piles of unstructured data. Complex insights are made easy, no expertise needed.
• Get notified of customer issues/bugs before they escalate. Spot potential feedback trends on the rise. Keep your team in the loop with ready-made VoC reports.

Use cases

• Automatically apply tags to all customer feedback, including tickets, reviews, calls, and more.
• Analyze all user communication, no matter the state, so that the users can generate reports and share the voice of the customer with the other teams in their organization.

Steps

• From your Gorgias account head to Settings → App Store → All Apps and find Clientzen on the list
• After selecting the app, click on the Connect App button
• Log into the app and select Gorgias
• Add your Gorgias subdomain, click ‘connect’, and authorize the app
• There will be no HTTP integration created!

The main use of ClientZen is to tag tickets. The app provides both manual and automated (AI-based) tagging. Other use cases are: automatically summarizing tickets as insights (issues, questions, requests), automated sentiment analysis, feedback anomaly monitoring, and generating VoC reports.

For example: If you would like to monitor all tickets about pricing → you can automatically tag each ticket with the tag "price" if the ticket is about pricing. The tagging within the app is displayed through the app’s sentiments:

You can also create custom segments and filter the tickets as needed. Under the Taxonomy tab, create a new category or segment, add the desired filters, and generate the data:

Additionally, if you go to Settings>Exclusions, you can exclude certain words or customers from the insights (tagging):

FAQ

• How or which tickets are pulled into Clientzen? → The data is synced once per day and both closed and open tickets are pulled.
• Is there a limit to the number of tickets that can be pulled and stored in Clientzen? → A trial has a limit of 1000 messages. After that, there's a monthly limit based on subscription types: Starter (1000/m), Pro (5000/m). Custom plans (for Enterprise-level clients) have no limits. In terms of historical data, Clientzen pulls the data from the past 1 or 2 years, depending on the user's needs.

Limitations

Custom fields are not available at this time, but will be in the future.