Organising your customer feedback data
EnjoyHQ allows you to classify your feedback and research in few different ways. From high-level ideas right down to the golden nuggets of information, you need to make better decisions.
Using Tags to organize your data
The most useful and popular way to organize your data is using tags. Your tags may come from different places, for example, if you connected integrations to your account, EnjoyHQ will import all the tags available in those integrations, that way you can take advantage of the classification that has been already done by some of your team members. You can also create tags manually or assign them automatically with rules.
Tags assigned to highlights will be also added to their parent documents. This ensures consistency of classification on both levels.
In some cases, you may find that your tagging convention is not as useful as you thought. You may find inconsistency in the way tags are named, especially coming from your customer support system and other tools.
That's a common issue that can be solved by using EnjoyHQ's tag manager. The tag manager can help you rename, merge and delete unwanted tags so you can build consistent reports. Learn more about the tag manager.
Creating your taxonomy using Properties
A taxonomy is a means of classification, a basic structure that can help you visualize the best way to organize your data.
Some teams would use tags to classify data related to product areas or features. Other teams would use tags to categorize customer touch points or functional areas of the business. In some cases, you may need more than one level of tagging, that means some hierarchy.
Just as with tags - adding properties to highlights, also adds them to parent documents.
Because of flat structure of tags, it's hard to encode hierarchies and more complicated taxonomies. This is where properties come into play as an addition to tags.
The following hierarchy can be expressed as tags and properties. Tags represent the high-level classification of documents and highlights - in other words, tags describe the nature of the piece of feedback. Properties are then used for more in-depth classification which adds more meaning to high-level tags.
For example, a document is tagged with the tag feature request then you can add the following properties to provide more context:
- Priority: high
- Product area: search
- Status: In development
Properties can be assigned to full documents or highlight snippets:
Complementing your classification with Customer Segments
Classifying your feedback is just the beginning, the second step is to understand who is behind the feedback. Not all customers are equal so being able to filter your feedback by your most valuable customers or most active users can help you prioritize work and make more strategic decisions with the data you already have.
In EnjoyHQ you can create customer segments and visualize customer request or complains per segment. Learn more about creating customer segments here.
You can build customer segments by grouping users or customer by similar characteristics such as the price of their subscription plan, location, engagement metrics, etc. All these characteristics can be imported into EnjoyHQ from your integrations or using our API.
Building useful reports you can go back to every week
Once you are happy with your taxonomy and customer segments, it is time to build valuable reports you can share with your team and discuss during your planning sessions.
EnjoyHQ helps you answer questions like:
- Have we done research about a specific topic?
- Which enterprise customers reported bugs in the last seven days?
- What are the new features requested by freemium customers in the last 30 days.?
- Do we have feedback from NPS Detractors who used feature X in the last two weeks.?
- What is the feedback from customers who churned in the last 24 hours.?
All you need to do is to create a search query that matches the feedback you want to keep an eye on and saved it as a repot.