Your customers will be leaving you lots of text-feedback, highlighting various issues, requests, or sharing their experience of using your product or service. As a rule, you’d want to follow-up later on with each response and successfully close the feedback loop. But if you receive tons of feedback, it will eventually become impossible to sift manually through all this data.

Retently makes it very easy to categorize responses into topics by allowing you to tag them accordingly.

You can apply multiple tags to a single response, and when needed, easily filter responses, or segment the NPS score and customers' satisfaction trends by a specific tag.

Some of the best practices are to tag each response by:

  • Issue priority
  • Issue type
  • Request type
  • Feature mentioned
  • Pricing
  • Team member or department that will be processing the feedback
  • Any other tag that works for you.

How to manage response tags 

On the Dashboard or the Responses page, find the needed response to be tagged, click on the action menu icon at the right of the text-feedback bubble and choose the “Manage Tags” option.

A pop-up window will give the possibility to select one or more existing tags or create a new tag (simply start typing the desired tag name) and apply them to the response. 

Finally, to apply the tags, click on the Save button. 

IMPORTANT: When you create a new tag and apply it to a response, make sure to reload the page before trying to assign this tag to another response. Newly created tags require a page refresh in order to be listed in the list with existing tags.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 

Best practice recommendation: You can also have your customer responses tagged automatically, by connecting your Retently account with MonkeyLearn using Zapier.

Click here to learn how to set up a Retently - MonkeyLearn integration.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 

To remove tags all you have to do is find the response, click on the action menu icon and choose the “Manage Tags” option. The pop-up window will display all the tags that are currently applied to the specific response. To remove one or more, simply click on the close icon next to each tag, and it will be excluded from the list. When you’re done, hit Save.

You can also edit, delete and merge response tags on the Tag Management page.

Filter data by response tags

Having your customers’ responses tagged comes in very handy when trying to process the feedback in a particular category (for example a specific issue), or if you want to check the Net Promoter Score for customers that have reported a specific issue, which is an effective way to help you prioritize issues resolution.

On the Responses page, you can filter the feedback by tags. To do so, click on the Filters icon in the top menu bar. In the drop-down menu, click on the Response tags input field and select an existing tag. Once the filter is applied, all the responses on the page will be filtered by the chosen tag.

On the Dashboard, click on the Filters icon from the NPS general data block. On the drop-down menu, click on the Responses tags input field and choose one or more tags. Once the filter is applied, your NPS data, NPS trend graph, Response Tags Analysis report and Delivery stats will adjust automatically and display the data for the selected tags.

You can also use the Response Tag Analysis report which displays all your response tags, and the total number of Promoter, Passive and Detractor responses that have them applied. Use the new report to learn what are the most common topics across customer feedback. Learn more about the Response Tag Analysis report here.

Did this answer your question?