Feefo

Feefo’s Insight Tags are an excellent way of tracking themes in your data so you can discover what people are saying about your business. Identifying the most common themes in your feedback, whether positive or negative, will help you understand what your customers are talking about the most. With insight tags you can even set email alerts for certain custom triggers based on a customer’s language so that you’re informed right away if there’s a hot topic you’re wanting to keep an eye on. 

You can tag as many themes and phrases you like in your customer feedback, from ‘brand’ and ‘quality’ to ‘booking process’ and ‘returns’.  

How to set up your ‘Insight Tags’ 

To get started on setting these up, log into the Feefo Hub and head to Settings > Insight Tags & Predictive Responses.

Use the ‘Add new tag key’ button to create a new tag key: 

A tag key acts as a way to categorise your insight tags; think of it as a category heading. For this example, I’ll type ‘Shipment’ to use as our key, press ‘+ Create’, then ‘Save tag keys’.

After that’s been saved you’ll see that this has now appeared in the menu on the left hand side, along with the ability to toggle email notifications for that tag key. This will automatically be set to on:

Now that we’ve got our tag key, it’s time to set our tag value. Think of the key value as the actual insight tag itself. You’ll notice that a brand new blank tag value has been applied to the right hand side for the tag key that we’ve just created:

Use the ‘Actions’ drop down to select ‘Edit’, to edit the existing tag:

You'll then see this pop-out:

 For this example, we’ll rename this key value ‘Unfulfilled’, and then save it.

Your saved tags will now be displayed on the left of your screen.  

How to create additional ‘Insight Tags’ 

You can break these terms down even more, so that you can track more specific topics within your main tags. For example, if you want to track ‘staff’ as your tag key, you could break that down into a number of different areas, such as ‘support’, ‘sales’, or ‘account management’ as the tag value.  

To add these sub-categories, use the ‘+ Add new tag value’ button to create a tag value; for this example, we’ll add to our 'Shipment tag key, and set up a new tag value for ‘Damaged’, then save it:

This will now appear in a list on the right when you click on its main tag:

How to set up ‘predictive responses’ 

Using predictive responses you can create templates for feedback replies that you can use over and over again, without the need to keep typing them out. Predictive responses can act as a great way for someone that’s new to your business get an idea on the sort of language to use when replying to customers in a way that matches the tone of your business. If it helps, think of the predictive response as a guide which can be edited, changed, and added to.

So, for example, you could have three different versions of responses that say ‘Thank you so much for your lovely feedback’. By assigning an Insight Tag to each response, your templated reply will be suggested when you tag your customer feedback with the relevant tag.  

Select ‘Predictive Responses’ towards the top of the page:

From here, select ‘+ Add new predictive response’ in the bottom right corner: 

From here we can now set up a predictive response for the tag key and tag value that we’ve just created. For this example I’ve chosen to set up the response for the ‘Damaged’ value we set up, by adding the value on the right hand side:

The predictive response that you create acts as a template for responding to feedback. Be sure to use a title that will help you to pick out the response from a list, as you may find that as time goes on you’ll want to add more and more insight tags to this list. When you’ve entered a response title, response text, and you’ve applied the relevant value(s) to that response, go ahead and select ‘Save response’:

 Now that we’ve created our predictive response, we just need to link this up to our insight tags we created earlier. 

To do this, select ‘+Add New’, add the tag from your list, and then save this by choosing ‘Select tags’:

When that’s been done, you’ll see that your predictive response and your insight tag have now been created and linked:

 To put this into practice, head to your Feedback page in the hub using the navigation menu on the left, and open a review you want to respond to:

 From here we have a few different ways to use what we’ve just created.

Firstly, you can use the ‘+Add New’ button on the right-hand side to apply the tag for reporting purposes: 

Adding the tag will then automatically populate your reply section with the predictive response we created earlier as one of the suggestions. 

Clicking the response title from earlier will populate the reply field with the predictive response and allow you to edit this before sending the reply.  

You can also use the ‘More’ dropdown here to search for any of the predictive responses which you’ve previously created:

You can use a predictive response without applying the insight tag and vice versa. You may want to use the insight tag without the response for reporting purposes as this would then allow you to categorise the feedback you receive. 

With the example we’ve used, we could now look at any common occurrences in our feedback and think of other predictive responses to create a bank of responses relevant to shipment issues whether they be positive or negative, then when you use the insight tag reporting you’ll be able to clearly see any reviews you’ve had which have then be tagged as being relevant to shipment.

Don’t forget, you can edit, remove or add Insight Tags at any time by heading to this area of the Feefo Hub!