⚖️ What is the main difference?
Both tags and typifications are essential tools for agents to manage customer conversations in a structured way:
Tags allow for better organization and analysis of relevant information obtained during the chat.
Typifications ensure proper tracking and classification of the status of interactions.
Understanding and correctly using both tools significantly improves efficiency and effectiveness in your customer service. Here we delve deeper into this 👇
🏷️ What are Tags?
Tags are tools that allow agents to identify and filter different records of customers they have served. They can be used to mark relevant information mentioned in a conversation that could be useful for future marketing actions or other strategic purposes.
💡 Example of use: You could use tags to classify the customer's level of interest in a purchase (high, medium, low) or to identify specific topics mentioned in the conversation, such as preferences for certain products or services.
Benefits of using tags:
Organization: They allow you to structure conversations efficiently.
Filtering: They facilitate searching for records on the platform based on specific criteria.
Analysis: They help in data collection and analysis to improve sales and customer service strategies.
📊 What are Typifications?
Typifications allow you to classify the process of managing conversations, providing timely follow-up until the service is completed. These are created based on the business type of each industry and can be enabled for specific groups with individual parameters. Typifying helps you measure and better understand interactions with your customers, which in turn allows you to improve your services.
Typifications are classified into 5 main types:
Positive outcome: It is an action with a "positive" result. It is used when the agent meets the expected objective by satisfactorily handling the customer's request (e.g. sale completed, problem resolved).
Negative outcome: It is an action with a "negative" result. It is used when the agent fails to meet the expected objective of the interaction (e.g. out of stock, customer no longer interested).
Follow-up: It is used to identify at what point in the service process a ticket is while being handled by the agent, until it finally reaches a positive or negative outcome.
Self-service outcome: This typification is not available for agent use. These are typifications specific to Atom, directly related to bot actions, that allow you to automatically close an interaction when the service objective is met.
Self-service follow-up: Like the previous one, it is not available for agent use. These are exclusive to the Atom bot and allow automated follow-up of an interaction.
Keep full control of your interactions! 🚀
Using tags strategically to profile your customers and typifications to measure the lifecycle of your chats will give you complete visibility over the performance and success of your operation. ✅