Demystifying Enquiry Labelling: 5 Benefits of Labelling Customer Enquiries

04 July, 2022

Imagine a world where people live without names assigned to them at their birth. Billions of people moving around the planet without knowing how to address each other… Hard to imagine, right? 

Millions of enquiries and resolutions are exchanged between the customers and customer support staffs in form of chats, emails, and calls, every single day.  

These conversations just exist out there as unmarked data, waiting to be deciphered and assigned some value.  

This is where enquiry labelling comes in. Simply put, enquiry labelling is tagging, and categorisation of the enquiries received from the customers that makes it possible to understand qualitative data. This process is essential for number of reasons, but most importantly, it helps in understanding customers’ concerns, gain actionable insights, and helps in upping the CX quotient. 

Understanding Enquiry Labelling: 

Enquiry labelling feature within CINNOX allows you to assign contextual labels to your calls, chats, and email exchanges with customers.  

Labels are pre-determined keywords or collection of words that can be used to add context and organise customer enquiries. These labels can be assigned based on the enquiry type, product or service categories, expertise, location etc. The possibilities are endless. As unique identifiers, the assigned labels can prove to be convenient, especially when multiple staff handle similar customer enquiries 

Having said that, enquiry labelling has been one of the most overlooked and the most under-used features in customer support system. In the past, businesses have struggled to put a robust labelling system in place, leading to increase in resolution time, dissatisfied customers, and loss in business.  

There are several reasons for this:  

  • Lack of clarity from customers 

Often customers find it difficult to articulate the issues they may be facing due to lack of knowledge.

  • Unclear methodology for classifying labels 

Without a clear process in place, it becomes difficult to determine the right label for certain enquiries.  

For example, if a bank’s customer interacting with the staff writes, “My credit card payment failed, but amount has been deducted from my account.” 

Sometime enquiries like this leaves the staff in a dilemma. Should this enquiry by labelled under Payment issues or Credit card issues? 

  • Overburdened staff burning themselves out 

Businesses wish their customer support staff’s time to be utilized in delighting their customers and resolving queries, instead of determining how to label the enquiries. If your staff is already shouldering hundreds of enquiries by the minute, it becomes humanly impossible for them to do anything other than managing customers’ expectations.  

So, the big question remains. How is enquiry labelling important for your business? 

Why labelling customer enquiries is important for your business? 

Think about it.  

Businesses have diverse customer base comprising of different age groups, opinions, genders, and backgrounds. These customers connect with you on multiple channels, from Facebook, WhatsApp, Live chat widget on your website, to Phone calls, video calls, and Emails. They reach out to you from various locations, possibly from all over the world. You may have first-time customers interacting with you, alongside the repeat-customers. 

No matter which industry you operate within, chances are your customer base is incredibly diverse in terms of demographics, needs, and the customer’s journey of discovery, and their reason to pick your business over competitors. 

When you set out to deliver a delightful customer experience to such a diverse set of customers. There is no room for ‘one-size-fits-all’ approach.  

There are several benefits of labelling the incoming enquiries.  

  • Saves Time and Improves Workflow Efficiency 

Scouring through the records manually can be both, time consuming and gruelling. If all the incoming enquiries are labelling properly, your team can simply access the label(s) for reports or automation purposes, leaving them time on hand to focus on more important tasks.  

  • Goldmine of Product or Service Insights 

Labelling the incoming enquiries can prove beneficial to determine the performance of news services or products. Customer inclination, sentiment, and pain points in relation to these products and services can be determined basis labelled enquiries.  

  • Simulation Based Team Training  

Benefits of labelled enquiries goes much beyond customer support. New members of your team can be trained based on labelled data to shed light on why customers reach out to you, which issues are more critical, and how they must be resolved. Furthermore, the insight obtained from these enquiry labels allows you to organize and prioritise content for your knowledge base. 

  • Greater Customer Satisfaction 

You can avert potential untoward situations from escalating by precisely labelling the enquiries on issues that may require quicker attention and alert the appropriate team to handle the issue promptly. 

  • Strengthens Marketing Initiatives 

Labelled enquiries are treasure chest waiting to be discovered. You can learn customer needs through the labelled enquiries and use it to strengthen your marketing initiatives. The insights derived by labelled enquiries can be used by marketing team to discover trends in customer demands or grievances. 

How to put an effective labelling system in place for your business? 

Use these markers as your guide to define an efficient workflow for labelling the customer enquiries.  

  • Do not Dive Head-First into Labelling Customer Enquiries 

Do not create labels just for the sake of creating it.  

The importance of defining a concrete goal for creating a labelling system cannot be emphasised enough. As the volume of incoming enquiries increase with each passing day, a clear structure should be outlined to classify them. 

For example, a bank might create enquiry labels based on the product categories or service type to redirect enquiries to specific departments:  

Customer_CreditCard 

Customer_HomeLoan 

Customer_NetBanking 

Labels could also be categorised based on customer intent or behaviour, that could later be used by the internal teams to upsell and cross-sell their services or products. For example: 

Lead_HomeLoan 

NewApplication_SavingsAccount 

Upgrade_CreditCard 

The possibilities of defining logical purpose for labels are endless. It is best to structure the labelling system to complement your business goals. 

Consistency is the key 

Once the floodgates of customer enquiries open, your team will need truly clear guidelines on how to label the incoming barrage of enquiries. It is imperative to have clear naming convention for the labels. 

You cannot have different team member labelling the same type of enquiry three separate ways. For example, one may label the enquiry as Upgrade_CreditCard, another may label it as CreditCard_Enquiry, and yet another may label it as Upgrade_Cards 

To help your teams easily label customer enquiries, have a clear naming convention.  

Label your enquiries cautiously  

While it is important to respond to all the inbound customer enquiries, you do not need to label all the minor issues that may come your way. If certain types of enquiries do not come your way too often, it does not require labelling just yet. Think ahead and label your queries in a broader, more controlled system to contribute effectively when they show up on the trend reports.  

Embrace Minimalism  

The entire purpose of drawing up an enquiry labelling system is to improve your team’s workflow efficiency and moulding the raw customer data into insightful figures.  

If your team ends up creating tens and hundreds of labels for customer enquiries, you can say goodbye to your team’s productivity.  

Instead of going too broad, try and stick to minimum labels to define your inbound enquiries and keep evaluating and tweaking these labels in the initial stage until you have defined an impenetrable enquiry labelling system.

How to label your enquiries in CINNOX 

Teams can create labels to organise or name their enquiries on CINNOX following the below steps. 

  • Once you are logged into your CINNOX dashboard, navigate to Administration, and click on Labels 

Step 1

  • Click on the Create Label button

Step 2

  • Enter the Label name and choose an appropriate colour for the label

Step 3

  • Click on the Create button to create the Label
Step 4

 

Labelling your customer enquires is a cakewalk with CINNOX 

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Beyond enhancing the customer experience, effective labelling of enquiries can empower your staff to maintain excellent quality of service. Not to say, the data collated from filtering the enquiries by labels can be gold if you know how to mine it.

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