Saved filters are a powerful and easy way to load up your favorite segmentation points.
Review filters are powerful tools that can help businesses and analysts dig deeper into customer feedback, allowing for a more comprehensive understanding of customer sentiment, behavior, and specific pain points. Here’s how using review filters can assist in conducting a more focused and insightful analysis:
These filter options enable a high level of customization when searching and analyzing customer reviews, allowing you to focus on specific areas of the customer journey, satisfaction levels, or even technical issues.
Under filters, you can
- create brilliant filters
- save them and load them up again and again without having to dig through and re-create them
- save them across your teams for all your customer service folks to wok on
By using these filters effectively, businesses can pinpoint actionable insights, identify recurring issues, and ultimately make data-driven decisions to improve the overall customer experience
Use Cases
1. Target Specific Periods
•Benefit: By using date range filters, you can focus on reviews from a particular period, such as after a product launch, during a marketing campaign, or within a busy shopping season. This allows you to assess customer sentiment during critical time frames.
•Example: Analyzing reviews post-product launch to understand early customer reception.
2. Understand Satisfaction Levels
•Benefit: With a Customer Satisfaction (cSat) filter, you can isolate reviews based on satisfaction ratings. This helps in identifying both highly satisfied and dissatisfied customers, which provides a balanced view of product or service performance.
•Example: Filtering low-cSat reviews (1-2 stars) helps you discover recurring issues or areas that need immediate improvement.
3. Isolate Key Review Topics
•Benefit: Tags filters categorize reviews into themes such as “Customer Service,” “Shipping,” or “Product.” This allows you to focus on specific aspects of the customer journey without having to sift through irrelevant information.
•Example: Using the “Shipping” tag filter can help you analyze whether delivery times are a frequent pain point, enabling you to address logistical issues.
4. Analyze Specific Customer Segments
•Benefit: Filters like Existing Customers or Returns allow you to analyze reviews from specific customer groups or behaviors. This helps identify loyalty patterns, repeat customers’ experiences, or issues with returns and exchanges.
•Example: If many return-related reviews point to a recurring product defect, it becomes clear where the problem lies.
5. Identify Technical or Website Issues
•Benefit: The Technical or Website filters allow you to quickly find reviews that highlight potential issues with the functionality of your e-commerce platform, user experience, or other technical glitches.
•Example: Filtering for “Website” reviews helps you understand if users are struggling with navigation or checkout problems.
6. Evaluate Customer Service Performance
•Benefit: Customer Service and Agent-specific filters help you dive into how well your support teams are performing. This can help identify standout agents or highlight areas where the team may need more training.
•Example: If reviews filtered by “Customer Service” consistently mention long response times, you can identify areas for improvement in your service team’s efficiency.
7. Refine by Collection Method
•Benefit: The Collection Method filter lets you see how the feedback was gathered (e.g., through email requests or post-purchase surveys), allowing you to assess the effectiveness of different collection channels.
•Example: If reviews collected via post-purchase surveys are more detailed, you can prioritize this method for future feedback collection.
8. Case Status and Resolution
•Benefit: Filtering by Case Status allows you to track unresolved issues or monitor the performance of your customer support in closing cases. This is crucial for maintaining customer trust and ensuring timely resolution of complaints.
•Example: If a significant number of cases are unresolved or marked as pending, it signals that your customer service process may need streamlining.
9. Agent Performance Insights
•Benefit: Filtering reviews based on the Agent who handled the issue provides insights into individual performance, which helps in identifying training needs or rewarding exceptional service.
•Example: Recognizing agents who receive consistently positive feedback and using this data to improve service across the board.
10. Reply Status for Engagement
•Benefit: The Reply Status filter helps identify reviews that have not yet been responded to. Engaging with customers through replies—especially to negative reviews—can enhance brand loyalty and provide an opportunity for resolution.
•Example: If certain negative reviews have not received a response, filtering by “Reply Status” ensures no customer feedback goes unnoticed.