Contact themes are an innovative way to organize and visualise your customer interactions by grouping related sentisum tags together within a broader theme.
What are Contact Themes?
Contact themes allow you to cluster sentisum and DIY tags under a specific theme, making it easier to visualize broader patterns in customer interactions. Each theme consists of a collection of sentisum or DIY tags providing an aggregated view that can reveal underlying trends and insights.
Key Features:
- Aggregation of Tags: Groups multiple tags into a single theme.
- Customizable: Allows you to name and describe each theme.
- Multiple Tags under One Theme: A sentisum or DIY can be included under one or more themes.
What Do Contact Themes Do?
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Visual Representation:
- Themes help in creating a visual representation of various customer interactions.
- They highlight significant patterns that might not be visible when tags are viewed in isolation.
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Informed Decision-Making:
- By grouping tags into themes, you can identify common issues, frequently asked questions, or popular features among your customer base.
- This enhances your ability to make data-driven decisions regarding customer support, product development, and marketing strategies.
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Efficiency:
- Quickly access all relevant sentisum tags under a single theme.
- Streamline analysis and reporting processes.
How to Use Contact Themes
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Accessing Themes Management:
- Navigate to the Themes Management page via the settings on your platform.
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Creating a New Theme:
- Click on Create a New Theme.
- A dialog box will appear where you can:
- Enter a Theme Name: Give a meaningful name to your theme.
- Add a Description: Provide a brief description that explains what this theme encompasses.
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Adding Tags to Your Theme:
- Once a theme is created, you can start adding sentisum tags directly.
- Add tags by clicking on the three horizontal lines menu (often known as the "hamburger menu") next to the sentisum tag. Select the option to add it to your theme.
- You can also add tags to your theme from the empty theme option which allows you to include specific tags under the newly created theme.
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Managing Themes:
- You can edit or delete themes as required.
- There is no limit to the number of themes you can create, allowing for comprehensive and detailed categorization of customer interactions.
Examples of Contact Themes
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Customer Support:
- Tags: "Query Resolved", "Escalation", "Response Time".
- Theme Description: "This theme includes all tags related to our customer support interactions, categorized by resolution status and time taken."
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Product Feedback:
- Tags: "Feature Request", "Bug Report", "User Experience".
- Theme Description: "Feedback provided by customers regarding new features, bugs, and overall user experience with the product."
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Sales Enquiries:
- Tags: "Pricing Query", "Subscription Plan", "Discount Inquiry".
- Theme Description: "All tags related to prospective customer questions about pricing, subscription plans, and discounts."
By using contact themes effectively, you can transform how you view customer interactions, drawing out valuable insights to improve your services and products. With this powerful feature, managing and analyzing customer data becomes more intuitive and effective.