Monthly Customer Support Analysis

Project Name: Monthly Customer Support Ticket Analysis

Goal

To identify the important areas of the product that we have to focus for its improvement and also enhance customer experience and satisfaction in the product.

Description

As customer's support tickets are related to different aspects of the product, like its feature set, usability, etc., they provide an unbiased view into customer's perception and experience of the product. Support ticket logs for the month of July'22 were studied to unearth the information required for this.

Data Used

Customer support emails, calls, and chats for the month of July'22 were used for this research. The tickets ranged from questions on guidance to apply styles in a document to granular ones like turning off notifications in mail-merge operations.

Feature Highlights

Creating Notes from CSV file: Content from the CSV file was imported to create Notes in bulk. That is, each row of the CSV file was created as a separate Note.

Auto-tagging with Tag group name: The Note contents were automatically tagged with the tags specified in the Tags column of the CSV file, to auto-tag content in all Notes, at once.

Data from July'22 customer support tickets were manually added to a CSV file and classified into different categories like Feature Requests, Bugs, User Education, etc. A new Tags column was added and for each ticket, the relevant tags were added in that column. For example, for a support ticket regarding a feature request for editing, the Tags column's value is "Feature Request: Editing". Here, "Feature Request" is the Tag Group and "Editing" is the Tag.

Click here to view or download the sample CSV file.

Here's a snapshot of the sample CSV file with the Tags column:

This CSV file was uploaded under Studies. Each row (support ticket) of this CSV file was created as a separate Note with the tags in the Tags column using the Auto-tag feature.

Insights

On analyzing the tags and observations, we were able to identify the areas that we have to focus more on to make the product better, enhance user experience, and also cut down the support ticket volume.

Click here to view the detailed insights from the analysis.

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