Smart labels are our approach to managing and getting insight from your answers at scale, and the beginnings of our journey towards semantic and unsupervised text analysis. We do this by automatically labelling your answers as they come in, giving you greater control and flexibility in understanding and acting on feedback.
Take this Product Tour to see how to get the most out of your Smart Labels:
Why "smart labels"?
There are several immediate benefits to smart labels:
- Easily see and filter for particular labels
- Prioritise topics based on how often labels for them appear, and the scores that are appearing for these labels
- Direct feedback to the right people in your organisation. Send answers with "delivery" to ops, "website" to developers, and "service" to customer support
"Labels" and "Keywords"
As your answers come through, we look through them for "keywords". These keywords are grouped together under a "label". If we find the keyword in a comment, we then add this label to it as a way for you to understand the major themes in your feedback
For example: the label "price" could contain keywords like "sale", "specials", "value", "cheap" and "expensive". If we find the word "sale" in an answer, we then tag that answer with the label "price"
There is no limit to how many labels can be answered to an answer, but we will only show each label once per answer
For example: If a customer talked about your "sale" being good "value", the answer would only show the label "price" once. If they also mentioned "delivery", and you had a label for that, the answer would then show two labels
When you add a keyword, we will automatically also search for words with a similar "stem"
For example: if "delivery" is a keyword, we would also label answers that included "deliver", "delivered" or "delivers"
We currently offer smart labels in English, German, French, Dutch, Italian, Spanish and Russian with a different set of labels and keywords for each. The labels and keywords do not need to match perfectly, and you can completely ignore one set if you like.
Keywords and labels are NOT applied retrospectively - they will only be applied from the moment they are added. Similarly, if you edit a keyword or label, this will not be applied retrospectively, only to all future answers
As a result, we recommend you decide on the main set of labels and keywords before sending out your surveys to give yourself the cleanest experience possible
Note: If this functionality interests you, please get in touch with us!
Interacting with labels and keywords
These labels are visible under every feedback and can be filtered on your responses page.
You can manage your labels from your settings page. To help out, we have provided a set of default labels and keywords to get you started based on common e-commerce (and general business) themes and words (but you can edit these according to your own needs)
Sentiments of labels
The sentiments of labels denote how your customers feel about the topics in the response. The labels carry a positive, negative or neutral sentiment.
You can also change the sentiment of the label assigned by our platform if you believe that another sentiment more accurately represents the label.
Solutions to common questions:
Q – Is there any way to group my labels together? For instance to have payment and refunds grouped together under finance?
A – Not at this point in time, but if you're interested, do let us know by leaving us a note in the chat bubble at the bottom of the page, or sending us an email at firstname.lastname@example.org
Q – It says that labels don't work retrospectively, but I just noticed them get updated for my survey
A – Occasionally, as we deploy improvements to our labelling algorithm, we will re-run all the labels, but please don't depend on this!