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Track 1: DiscoveryUpdated 4 months ago

Identify your most frequently asked questions (FAQs) and trending issues as the first step to providing exceptional customer support is to understand the needs of your customers.

Gorgias Tags allow you to label, sort, and flag tickets, helping your team keep track of the topics your customers are contacting you about. Tags add additional information to tickets which can then be used in Views, Macros, Rules, or for reporting purposes.

Create a tagging system

Brainstorm, add, and categorize your brand's Tags using a spreadsheet. Here's an example of how a brand uses a simple Google Sheet to organize its Tags. Discuss with your team what Tags should be used in different scenarios.

Use upper-case letters for primary Tags and lower-case letters for secondary Tags. For example, adding not only a [REFUND] but also a [damaged/defective] Tag to a ticket provides additional detail to your customer's issue.

Also, consider using different colors to group similar Tag categories. For example, all returns/exchanges should be one color, order-status inquiries another, product-related questions another, and so on.

Set up Auto-Tag Rules

Use Message intents, keywords, common phrases, and other conditions to automatically tag your tickets.

Identify priority tickets, flag urgent tickets, identify VIP customers, and much more.

Review your top 10 Tags

At the beginning of every month, run a 30-day report under Statistics -> Support Performance -> Tags to review your brand's top 10 Tags for the month.

This will help you understand why your customers are contacting you, and what the most common issues are, and will give you clues on how you can improve your customer experience (shipping delays, quality issues, product defects, etc.).

Review tickets without Tags

Create a View for tickets where the condition is tags is empty and carefully go through these conversations - what other Tags have you not considered? 

Continue adding these Tags to your team's spreadsheet and in Gorgias (Settings -> Productivity -> Tags).

Review your message intents

Gorgias automatically detects the intent of every customer message and provides you with insights into why customers are contacting you.

At the beginning of every month, go to Statistics -> Ticket Insights -> Intents and run a 30-day report. Now, compare your top 10 message intents to your top 10 Tags - are you noticing any similar trends?

Brainstorm and discuss with your team

Meet with your team regularly (monthly) to discuss FAQs, trending issues, or important topics.

Encourage teammates to add new Tag ideas to your team's Tag spreadsheet - preferably in a new tab - which you'll review during your next meeting. Approve or reject these Tags and update your team accordingly on any new updates.

Make tagging a requirement

To make sure you and your team are capturing data on customer support issues every month, make it a team requirement to tag every ticket before closing it.

Refer to the above section Review tickets without Tags to identify teammates who aren't tagging tickets.

Create Ticket Fields

As an alternative to Tags, Gorgias Ticket Fields are another way to classify your customer interactions in a structured way, helping you generate actionable insights about your customers, processes, and products. 

Ticket Fields are fully customizable and can be made mandatory, ensuring your CX Team is collecting consistent, structured data from your customers.

As a CX leader, you’re likely responsible for answering the following questions: 

  • Why are customers contacting your brand?
  • What products are they contacting you about?
  • What did your team do to solve an issue?

With this in mind, popular Ticket Fields use cases include Contact Reason, Product, and Resolution

Once set up, go to Statistics -> Ticket Insights -> Ticket Fields to periodically see your Ticket Field trends: 

  • Review your Top 10 Contact Reasons each month 
  • Notate any changes in the Top 10 Contact Reasons
  • Identify any customer pain points (escalate product issues to your Product quality team, escalate delivery issues to shipping partners, etc.)
  • Notate trending actions taken/resolutions (reshipments, refunds, order cancellations, escalations, etc.)

Move on to Track 2: Speed

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