Topics & Sub Topics

Explore Feature for Topics

The Explore feature enables you to analyze customer inquiries by automatically organizing them into topics, providing deeper insights into recurring issues and emerging trends. Powered by the Quack Brain, these topics are uniquely tailored to your organization, ensuring precise and data-driven support improvements.

1. Understanding Topics

Topics are dynamically created based on the metadata of your support tickets, allowing for a structured view of customer concerns. Unlike predefined categories, topics adapt over time as new trends emerge. Examples of topics include:

  • Billing Issues: Concerns about charges, invoices, and payment failures.

  • Subscription Cancellation: Requests to terminate services or modify plans.

  • Account Deletion: Requests to remove personal data and deactivate accounts.

  • App Functionality: Reports on bugs, feature malfunctions, or usability issues.

2. Analyzing Trends and Performance

The Explore dashboard provides key insights into each topic, helping teams track and optimize performance. Metrics include:

  • Volume: The number of tickets related to each topic, indicating the frequency of specific concerns.

  • Trend Pattern: A visual representation of how topics fluctuate over time.

  • Resolution Rate: The percentage of resolved issues within each topic.

  • Time to Resolution (TTR): The average time taken to address inquiries in each category.

  • Average Messages: The number of interactions required before resolution.

  • Internal Notes: Notes added by agents for further context and tracking.

3. Enhancing Support with Topic Insights

By leveraging topic-based analytics, support teams can:

  • Identify Emerging Issues: Quickly detect and respond to new or increasing concerns.

  • Streamline Ticket Handling: Automate responses and optimize workflows for high-volume topics.

  • Improve Self-Service Options: Update FAQs and knowledge bases to address common issues proactively.

  • Refine Customer Support Strategies: Allocate resources based on topic trends and resolution effectiveness.

4. The Role of Quack Brain in Topic Creation

The Quack Brain continuously analyzes ticket metadata to generate relevant topics, ensuring:

  • Dynamic Adaptation: Topics evolve as customer concerns shift.

  • Improved Accuracy: AI-driven classification reduces manual sorting efforts.

  • Proactive Support: Identifying trends early allows for strategic improvements in support operations.

Last Important Notes

The Explore feature for topics provides actionable insights, helping organizations enhance support efficiency and customer satisfaction. By leveraging AI-powered topic creation and real-time analytics, teams can proactively address issues and refine their support approach.