In Retently, you have two types of tags, Feedback tags, and Contact tags. Contact tags are used to tag a specific contact and will be passed along their feedback and outbox records. Contact tags can adjust your audience rules, segment audiences in Reports, and export the raw data.

Feedback tags mark the keywords of the specific feedback open-ended question(s). They are primarily used to filter through Feedback on the Feedback page and, in combination with the Sentiment, can create the Analytics of the Analytics page.

Each Retently account comes with a pre-determined set of Feedback tags, which you can use or choose to delete.

For Customer Support, use tags that describe the quality and parameters of service that would fit perfectly. The tags should not have a negative or positive note, as the sentiment classification will take care of this part, rather use neutral tones.

Below are some examples for Customer Support analytics:

On top of that, please make sure to add business-specific keywords that apply to you, and if you didn’t add some tags right away, do not worry, they can be easily added later when you first encounter a situation where those can be applied.