Take this Product Tour to see how to get the most out of your Smart Labels:

To get the most value out of smart labels, we recommend planning them out before you launch your surveys, and then supplementing them with insights from your surveys as you go

The reason for this, is that labels and keywords don't apply retrospectively (quick recap of how it all works here), which means that you want to optimise your structure in advance as much as possible!

What does this mean?

Ok, so now that you're looking to set up your labels and keywords, what do you need to know? Well, to begin with we've provided you with some defaults, based on common terms and topics (particularly to e-commerce) such as product, website, delivery and payment. This gives you a starting point from which you should run through a few steps:

  1. What language are your surveys in (and do your customers answer)? 

We offer labels in English, German, French, Dutch, Italian, Spanish and Russian, so you should make sure you are working with the language most important to you. If all are important, then that's also fine!

2. What label structure works best for you?
There are numerous ways to structure your labels - as a default we focus mostly on different business areas (product, marketing, payment), but you can also think about structuring your labels based on touchpoint or to focus on major pain points

3. What keywords belong to each label?
Now that you've decided on your labels, think about the keywords that belong to each of them. You don't have to worry about adding every variation of a word - we automatically take care of that for you (if you add "delivery", we also search for "deliver", "delivered" and "delivers")

Other Best Practices and Notes

Before you get started making changes, we there are also a couple of other things you should be aware of:

  • Duplicates: We automatically filter out duplicate labels, or duplicate keywords within a label to keep things clean for you
  • Avoid using keywords with multiple meanings where possible
  • The count of labels you see on the responses page may reflect the number of keywords you add per label (if you add lots of keywords, that label will likely become more popular)
  • We prevent you adding common words like "the", "a" and "on" which can distort the labelling process
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