Chapter 3

Do finer tags really mean better understanding?

Gắn nhãn chi tiết hơn có giúp hiểu khách hơn?

The chapter's question

How do I tag feedback so I can count up the biggest problem?

Big idea

A good tag is coarse enough to count and fine enough to act on.

In this chapter

  1. Part 3.1

    The First Tag Set

    What should my first ten tags be?

  2. Part 3.2

    Tags by User Task

    What was the user trying to do when this feedback arose?

  3. Part 3.3

    Frequency and Severity

    Which problems are rare but cost users money or data?

  4. Part 3.4

    Monthly Review

    Which tag grew fastest compared with last month?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Support Inbox is free to read right here.

Read in Conan School

Chapters of The Support Inbox

  1. 1.Are support tickets chores, or a forgotten goldmine?
  2. 2.Feedback is everywhere, so why can't anyone count it?
  3. 3.Do finer tags really mean better understanding?
  4. 4.After customers give feedback, does anyone tell them?
  5. 5.Does support know the product better than we do?