Better customer feedback tagging & analytics
Hi everybody!
I was working as a product manager for a B2B SaaS company and we were getting hundreds of customer support tickets every month. I spent several hours every week tagging these tickets with customer problems, but also with potential features we were thinking of launching.
This was extremely frustrating because it took me a bunch of time, was low quality work, and the analytics I got after were average at best (using Airtable or SQL).
So I've been building a tool that helps PMs and founders do a couple of things:
- Manually tag tickets way faster with a combination of shortcuts and AI suggested tags
- Analytics that don't suck eg. segmentation of feedback by user (churn, MRR, sentiment...) and tags
- Search that actually works (if you've tagged 100 tickets with "feature-234" for example, it'll pull up all the conversations and their tags)
I built this for myself, but I was curious if anybody else would be interested in using it?
Thanks for any and all feedback!
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Sounds like you solved a decent problem.
Are you enjoying using your tool?
Hey sorry for delay, totally missed your comment. Yeah honestly I've really really enjoyed it mostly just because it reduced the time I spent doing low quality work (which is extremely frustrating). Anyways, I have a Beta up at tagai.io if you're interested :)
I think https://www.userfeed.io/ does it for just intercom.
What livechat tool, help desk tool was you using? They might be your target market.
Hey Volkan, we only support Intercom right now, although we're planning to support Zendesk soon too. As for userfeed.io, it looks like a great product and we don't have some of their features (like messaging users from the app itself) but we've focused on actually making the tagging UX 10x faster and more intuitive (with as I mentioned the combo of AI and keyboard shortcuts) which was one of the biggest pain points for me (aside from segmentation and search).