How do service tags work? – Asksuite - (en-us)

In this article, we will discuss a tool that can enhance service management, with a focus on the use of service tags in the context of improving customer experiences and maximizing reservation conversions. By assigning strategic tags, it is possible not only to optimize the screening and routing of requests but also to customize customer service in a way that generates a satisfactory experience and, simultaneously, increases the conversion rate, thus turning each interaction into a business success opportunity.

What are service tags?

Service tags are highly customizable resources aimed at classifying and identifying conversations within your live chat, simplifying the management and organization of interactions with travelers. This functionality plays a crucial role in optimizing the workflow of service agents, enabling a more strategic and efficient approach to handling each type of request.

What are service tags used for?

Service tags help service and sales teams manage and prioritize requests more effectively. Here's how they generally work:

Categorization: Tags are assigned to a service interaction based on its content or topic. This allows teams to categorize conversations into relevant categories. For example, you can have tags like "Reservation Confirmation," "Spa," etc.
Organization: Tags help organize information. Teams can filter conversations based on assigned tags to easily access requests related to a specific topic.
Prioritization: Tags can be used to prioritize requests. For example, you can have an "Urgent" tag to highlight requests that require immediate attention.
Reporting and Analysis: Tags enable more detailed reporting and analysis of service interactions. This can help identify trends and areas that need improvement.
Customization: Tags can be customized to fit the team's and company's needs. You can create specific tags to adapt to your service process.
Internal Communication: They facilitate internal communication. When an agent sees a tag on a conversation, they can quickly grasp the topic or nature of the issue.
Automation: If it makes sense for your service, you can automate the assignment of custom tags based on keywords or specific criteria. This can expedite the categorization process and quick visualization for agent action.
Service Distribution: Tags can be used as triggers for the automatic distribution of requests in an omnichannel system. This means that requests with specific tags can be automatically routed to designated agents or teams that specialize or are better suited to handle issues related to those tags. This optimizes request routing and helps ensure that each request is handled by the most suitable agent based on their expertise.

Types of Service Tags

Service tags can be divided into two main types:

Automatic Tags

These are applied automatically to conversations with the virtual assistant based on specific actions performed during the response flow. For example:

Traveler requested a quote
Traveler made a reservation
Traveler requested information via email
Traveler requested human assistance
And other actions.

This type of tag allows agents to quickly identify the context of the conversation, directing their actions strategically. For example, when a traveler requests a quote, the agent can take over the conversation to expedite the reservation process, ensuring a smooth experience for the traveler.

Custom Tags

These tags can be created and manually assigned to conversations by agents. This offers greater flexibility to adapt tags to the hotel's specific needs. Some suggested uses include:

Marking conversations awaiting payment
Identifying conversations with confirmed reservations
Tracking conversations that have undergone audits
Categorizing conversations according to the hotel's specific needs

These custom tags provide an effective way to categorize interactions, allowing for more structured organization and personalized service.

⚠️ Important: The creation, editing, and deletion of tags are enabled only for Admin and Manager-level users. Users with Agent permissions can only manually link tags to conversations in their service.

Steps to Create a Custom Tag

Access your Administrative Panel.
Click on the Live Chat tab.
Choose a conversation.
Click the Tags button and then Add Tag.
Next, click Create New Tag.
In the creation window, you have the option to add the name and color of the tag. After filling this out, simply click Add, and it will be available for assignment in the conversation.

Steps to Link a Tag to a Conversation

Access your Administrative Panel.
Click on the Live Chat tab.
Choose a conversation.
Click the Tags button and then Add Tag.
In the list of tags, select the one(s) you wish to link and click Save.

Steps to Delete a Tag

Our system limits the creation of custom tags to 50. If you reach this limit and need to delete tags, follow these steps:

Access your Administrative Panel.
Click on the Live Chat tab.
Choose a conversation.
Click the Tags button and then Add Tag.
In the list of tags, click the pencil icon to edit the tag you want to delete.
Click the trash can icon and then Delete to confirm the action.

Benefits

The use of service tags brings various benefits to the customer service team and, consequently, to travelers:

Speed in Service: With automatic tags and omnichannel service distribution, agents can quickly identify traveler needs and act assertively, speeding up processes such as reservations and quotes.
More Personalized Service: Custom tags allow for a more personalized approach as agents can categorize conversations according to each traveler's specific characteristics and needs.
Efficient Management: Organizing conversations through tags simplifies the management of interactions, making it easier to locate and track traveler requests.
Continuous Improvement: Analyzing the tags used can provide valuable insights to optimize internal processes and identify areas for improvement in customer service.
Insights into the Reservation Center's Scenario: Tags provide structured data that enables the creation of advanced reports and trend analysis, aiding in more efficient decision-making.

Conclusion

Service tags represent an essential tool for enhancing efficiency and personalization in traveler service in the hotel industry. By simplifying conversation organization and providing a clear view of traveler demands, these tags empower agents to provide faster and tailored service to individual needs. By implementing service tags, hotels can offer an even more memorable and satisfying experience for their travelers.