Support Breakfast Podcast | Episode 40 – Tag, you’re it!

This week, Kiwi Sarah and Lisa are talking about tagging. No, not graffiti – we’re getting into the subject of ticket labelling and classification. How can we extract useful info from our conversations with customers and apply it to improving our product and our support?

But first, breakfast…

Kiwi Sarah didn’t have breakfast. Instead she had breakfast for brunch/lunch/dinner(?) – a big and delicious-sounding vegan fry up.

Lisa had eggs with breakfast potatoes – for regular listeners, these are the same as the harissa potatoes she had before but with Italian seasoning (basil, oregano, rosemary & thyme) instead. She is out of hot sauce, which was a breakfast tragedy.

Customer Stories

We talk about the embarrassment of misspelling your own name and also about offering phone support – it’s never as bad as we expect when we’re building up to it.

Mailbag

This week we received an email from Gwera, who is interviewing for a dream job but doesn’t really want to relocate:

How does one approach expressing this sentiment to the interviewer? How do I navigate a situation where I can live in [name of city redacted] with occasional travel to London for work?

We talk a little bit about some things to consider in this situation and how we might tackle it. It’s not a situation that either of us have personally dealt with but hopefully you find it useful anyway, Gwera!

We’ve also received an email from Max at Jitbit who is interested in maybe sponsoring the podcast. Thanks for your support, Max! We’ll talk this over as a team and get back to you.

And now on to this week’s topic

If you want to skip straight to the discussion, it starts 13 minutes and 10 seconds into the episode.

Sarah and Lisa talk through these questions:

  • Do you tag your tickets?
  • How do you tag them? Do you have a strict classification system or something less rigid?
  • What sorts of purposes does tagging serve for you?
  • How do you use the information you get from customers based on tags?
  • How do you make sure that your tagging is accurate?
  • Where else does your team use tags and why?

A few key takeaways:

  • You should have some use cases in mind for the tagged data – there’s no point tagging things for the sake of it.
  • Consult with other teams to find out if there’s information from customers that they need.
  • Keep a record of the tags you’re using.
  • It’s easy to make mistakes so ensure that tags are reviewed regularly. This shouldn’t be something that is put into place and then forgotten about.
  • Use the data you get from tags to ease friction for your customers and show where their pain points are – you might have a gut feeling that an issue comes up a lot but a number of tickets could be more powerful.

Homework

If you missed Lisa’s event last Thursday, make sure to join her mailing list to hear about the next one before it happens.

Check out Andrea Saez’s blog post about the panel she moderated.

Take a few minutes to look into TECH(K)NOW DAY – a London(ish) event for women in tech. Tickets are free and there’ll be coding workshops for beginners (and experts!) and lots of female entrepreneurs to learn from. Sounds like fun to us!

 

That’s it for this time – if you have a topic you’d like to hear us get into or want to help out in some way, email us hello@supportbreakfast.com.

Don’t forget that you can now donate at https://ko-fi.com/supportbrekkie

Follow us on Twitter @supportbrekkie or individually at @gentlethorns@celysestroh,  @conorp@sarahleyh@davechapman & @sarahleeyoga.

Have a great week!

One thought on “Support Breakfast Podcast | Episode 40 – Tag, you’re it!

  1. Great show!
    I would like to comment that in tagging what i have done is used fields on transitions that are mandatory to be filled. Example: when escalating a ticket to the dev team you must indicate which of the predefined modules is affected in our platform.
    This is a safe, semi-automated way to involve the team in creating the metrics that are important to the product.

    Like

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