Intro

Within Mobile Service Cloud you have the ability to add tags to conversations. This is mandatory in most cases because the feature "Mandatory tagging" is enabled within most customer subscriptions. This ensures that conversations are not archived without any tags. On this card we will explain how to add, edit or delete tags and/or their categories.

Product

• Mobile Service Cloud (MSC)

Resolution

Step 1.

Navigate to Settings → Conversation tools → Tags

Step 2.

In this screen you can add a new category or tag, change the existing ones by clicking on the pencil or delete a category or tag using the trash bin icon (don't forget to use the "Save" button).

To add a new category or tag, simply type your category or tag in the text field and click on the add button.

To change or delete a category, click on the pencil to edit or click on the trash bin to delete.

When you want to delete a category, you will receive a notification as shown below, as this action will also delete all tags in that category.

Step 3.

One of the most important steps is of course to save all your changes!

Create a Tag Structure

Once your customer service team has more than three employees, it is difficult to explain to the rest of the organisation what the customer service conversations are about. Adding tags to service conversations is a good method to tackle that problem.

• How Does Auto-tagging Work in Agent inbox?
• 4 Essential Tips for Creating the Right Tagging System for eCommerce Customer Service
• 1. Define Your Goals
• 2. The Less, the Better
• 3. Consider Using the Stages of the Customer Journey as Categories
• 4. Be Exhaustive, but Avoid Overlap

Mobile Service Cloud is designed to minimise the need for customer service agents to deal with process issues so that they can give as much time and attention to the customer as possible. In Mobile Service Cloud, conversations are therefore automatically tagged. We call it: 'Auto-tagging'.

To make Auto-tagging work for you in the best possible way, it is important that you implement the right tagging system. This article gives you tips on how to do that.

How Does Auto-tagging Work in Agent inbox?

In Agent inbox, you add tags in Settings and assign them to different categories. Then you create triggers. These triggers can be based on sender and subject line, but also on keyword tracing. In the latter case, Agent inbox scans the content of your customer service messages for the keywords you specified.

Depending on the triggers you have set, the algorithm determines whether the tags are presented to your service agents as opt-out or opt-in tags. Opt-out tags are added to your service conversations without confirmation. Opt-in tags must be confirmed with a simple click before they are permanently added.

4 Essential Tips for Creating the Right Tagging System for eCommerce Customer Service

1. Define Your Goals
You use tags because you want to know what your customer service conversations are about. But why do you really want to know? In our experience, there are two main reasons:

• To get a good idea of what goes wrong where, so you can improve certain things in your processes or on your website
• Because you want to know how much time your support team spends on what, so you can properly explain how the costs for support are spent.

Whatever your goals are, make sure they are clear to you and your team.

2. The Less, the Better
If you want to have a good idea of what your customer service conversations are about, you often tend to add very specific tags. So if you sell backpacks you might be tempted to add the tag 'Backpack type 12B - zipper defect'. But if you sell 1000 different backpacks then it becomes an overly long list of tags.

You will then have to go one 'abstraction level' higher. For example, by choosing 'Backpack Brand X - defect'. Your information is then more generic, but the system remains workable. Another option is to combine tags, for example by combining the tag 'Backpacks' with the tag 'Defect - zippers'.

3. Consider Using the Stages of the Customer Journey as Categories
Suppose you get the following question: "If I pay with Klarna, will the order be shipped the same day?". This is of course a completely different question than: "I just paid with Klarna, but I haven't received an order confirmation". If both conversations were tagged with the tags "Payment Options" and "Klarna," the distinction between these questions would not be apparent from your tag report.

But if you were to use these tags as sub-categories of the stages of the shopper journey, the difference is immediately apparent. Therefore, consider using the following categories:

• Pre-sales: helping customers make the right decision
• Purchasing: helping customers to complete the transaction effortlessly and without hassle
• Delivery: problems/issues with the delivery of a product they purchased
• Returns: problems/issues related to returning a product they purchased
• Refunds: problems/issues related to refunding the purchase price of a product purchased by them

The first question in this example can be tagged here within the 'Pre-sales' category with the tags 'Payment Options' and 'Klarna'. The second question is tagged within the 'Purchase' category with the same tags. The difference is immediately clear in this way.

4. Be Exhaustive, but Avoid Overlap
When you create categories and tags, it is good to be complete, but can be very confusing to have overlap. However, we see overlap frequently. This makes it much harder to analyse and communicate the cause of problems.

Suppose the following question comes in, "Is this backpack also sturdy enough to carry a lot of textbooks on a daily basis?" If the customer service agent then has to choose from multiple categories, including e.g. "Product Questions" and "Backpacks", he will click on both categories.

But even if you use the customer journey categories, you want to avoid overlap at the tag level. For example, for this customer question, you don't want to offer the tags: 'Backpacks', 'Quality', 'Uncertainties'. This is because the customer service agent will click on all of them, which will give you ambiguous data that you can't use.

The principle described above has a name: the MECE principle. This is an abbreviation for Mutually Exclusive, Collectively Exhaustive. Your tags and categories ultimately cover all possible types of customer queries but have no overlap between them.

The YouTube video above explains this principle very well. Keep this in mind when you start working with tags & categories. A final tip: the category 'Other' is your salvation if your structure is not 100% MECE. Just make sure you don't put more than 5 tags in the 'Other' category. Otherwise, we recommend you take a second look at your categories.

How automated tagging works

Goal

You know what automated tags are and how it works.

Who can it help?

- Administrator
- Manager
- End user

How automated tagging works

Automated tags are tags that have been connected to a conversation based on the triggers that are setup in your Mobile Service Cloud environment. Usually your Mobile Service Cloud administrator will configurate and maintain these settings.

Based on the keywords that are connected to a tag the Mobile Service Cloud will automatically add a tag to a conversation. A tag can be automatically added by two different ways. An opt-in and opt-out option.

Opt-in

Tags that are added by the opt-in option require an action from you. Based on the keywords the Mobile Service Cloud predicts there is a decent probability that you should add this tag. Adding can simply be done by clicking on the + icon. If you do not manually add the tag the tag won't show up in reporting.

Opt-out

Tags that are added by the opt-out option don't require an action from you. The Mobile Service Cloud predicts there is a high probability that you want to add the tag based on the keywords. If the tag is wrongfully added you can delete it by clicking on the x icon.

Please notify your Mobile Service Cloud admin if you see a pattern in wrongfully suggested tags so the admin can fine-tune the settings.