Optimize Customer Service with AI Ticket Tags

What is Ticket Tagging?

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Ticket tagging is the process of assigning specific labels or categories to customer support tickets to help organize, prioritize, and resolve them efficiently. By creating a system of tags, support teams can provide context, identify patterns, and respond effectively to customer inquiries. This method is an essential component of customer service management, enabling teams to handle large volumes of tickets, spot trends, and deliver personalized support. In essence, ticket tagging helps streamline the workflow, making it easier for customer service representatives to address and resolve customer issues promptly.

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With tools like ClientZen you can sync all your customer service data into a single platform and use auto-applied tags with just a few clicks.

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How much time do you spend on tagging support tickets with AI ticket tags

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In general, customer service representatives who became ClientZen users are getting around 3000 tickets on average per month. On average, tagging a ticket might take up to 1 minute and 38 seconds (this includes reviewing the customer support interaction and tagging the conversation).

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The math is simple: if an agent spends around 1 minute and 38 seconds with support tags, that equals around 81.67 hours per month on average for a person spent on ticket tagging. That's actually 2.04 working weeks.

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Yes, you heard it right; it's more than 2 weeks spent on ticket tags.

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What to do with that extra 2 weeks if you choose AI ticket tagging with ClientZen

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What would you do with the extra two weeks you saved by implementing AI ticket tagging? Well, that’s up to you, but let’s see what support teams from other companies who have implemented automated ticket tagging have done with their free time.

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For instance, Plannable experienced a surge in support tickets as their user base grew. By using ClientZen’s AI tagging, they reduced their feedback analysis workload by 15-20%, enabling their support team to handle the higher demand without compromising service quality. The automation not only saved time but also helped them maintain strong customer satisfaction, even as ticket volumes increased.

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Similarly, PrestaShop, which processes over 150,000 feedback entries every year, relied on just two people for their Voice of the Customer (VoC) team. With ClientZen’s AI tagging, they were able to handle the workload that would typically require ten or more staff members.

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Giving Customer Service Agents Time to Focus

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AI tags also reduce the manual workload for customer service agents, enabling them to concentrate on solving customer's problems. For Plannable, this decrease in administrative tasks enabled agents to spend more time enhancing the overall experience, leading to a 30% increase in positive feedback on feature requests in just six months.

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In the case of PrestaShop, the efficiency improvements enabled their VoC team to handle more strategic tasks, such as identifying issues in their product registration process. By addressing these issues early on, they were able to decrease registration-related tickets, allowing customer service agents to focus on other high-priority concerns.

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Automating Data Analysis and Spotting Problem Areas

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AI tags have a standout strength in sifting through large volumes of data and flagging negative sentiment or common pain points without the need for manual intervention. For example, ClientZen’s platform automatically identifies the causes of negative feedback and provides real-time insights.

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PrestaShop used this capability to detect issues in their registration process and quickly improve their product funnel, addressing problems before they could affect the customer experience. In addition to identifying negative trends, AI tags also track how customer conversations change over time, enabling businesses to proactively address emerging issues and enhance overall satisfaction.

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Boosting Customer Retention and Cutting Churn

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AI customer service tags play a crucial role in improving customer retention and reducing customer turnover by identifying and addressing key issues. Regular updates and the introduction of new tags ensure that the system remains relevant and effective in addressing emerging customer issues. At PrestaShop, using ClientZen’s tagging system resulted in a 15% decrease in negative feedback during the onboarding process and a 9% reduction in support tickets for their main products. This increased customer satisfaction and lowered the rate at which customers stopped using the service due to unresolved issues.

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Furthermore, they observed that discussions about their products by customers became more positive, with a 4% decrease in negative sentiment and a 1% reduction in the average number of conversations per customer. These changes demonstrate how AI tagging helps businesses address problems early, thereby fostering customer loyalty and trust.

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Implementing Ticket Tagging

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Implementing an effective ticket tagging system in general involves a few steps:

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• Defining categories: Start by establishing a set of categories or tags that are relevant to your business and customer needs. This foundational step ensures that the tags are meaningful and useful.
• Determining a hierarchy: Create a hierarchy of tags to ensure they are organized and easy to apply. A well-structured hierarchy helps a customer service representative to quickly find and use the appropriate tags.
• Updating the ticketing platform: Integrate the tagging system with your ticketing platform to ensure seamless application and tracking. This integration is vital for maintaining an efficient workflow.
• Training support agents: Educate your customer service representative team on the tagging system and its application. Proper training ensures consistency and accuracy in how tags are applied.
• Benchmarking progress: Monitor and evaluate the effectiveness of the tagging system regularly. This helps identify areas for improvement and ensures the system continues to meet your needs.

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The Importance of Customer Service

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Customer service is essential for businesses to succeed in today’s competitive market. It involves providing support and assistance to customers to ensure their needs are met and they are satisfied with the products or services provided. Good customer service can lead to several significant benefits:

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• Customer loyalty: Building strong relationships with customers encourages repeat business and fosters loyalty. Loyal customers are more likely to continue using your services and recommend them to others.
• Customer retention: Reducing customer churn by providing effective support and resolving issues quickly helps retain existing customers. High retention rates are crucial for long-term business success.
• Positive word-of-mouth: Encouraging customers to share their positive experiences with others can lead to increased brand awareness and a strong reputation. Satisfied customers are your best advocates.
• Competitive advantage: Differentiating your business from competitors by providing exceptional customer service can give you a significant edge in the market. Great customer service is a key factor in attracting and retaining customers.

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By focusing on these elements, businesses can ensure they deliver outstanding customer service, leading to increased customer satisfaction, loyalty, and overall success.

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Do you want to get rid of that extra 2 weeks of manual work?

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We recommend ClientZen. If you're seeking to streamline your work, you have nothing to lose by booking a demo. There's no commitment on your end, and you'll discover how ClientZen can optimize your overall customer experience.

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