Once you have created a Topic structure that is relevant to your organization, you need to create keywords that are related to the Topic. A keyword can be any expression your customer could use to talk about the topic. Your customer comments will be analyzed for these keywords and the corresponding label will be assigned once a keyword is detected.

The better your keywords, the more accurate your Topics will be.

Contents:


Keyword Languages

We currently offer keywords in English, German, French, Dutch, Italian, Spanish and Russian.

You can utilize a few, or all, of the languages but each keyword set must be maintained separately.

For any languages not on this list, see Translation Engine.


Simple View

Use the Simple View for quick and easy keyword management.

Adding Keywords

To add Keywords;

1. Select the Topic or Subtopic. A sidebar will open

2. Click the language dropdown to select the relevant language:

3. Select Add Keyword, write the Keyword and press enter:

Note:

  • The Keywords will appear in alphabetical order for easier management

  • Each keyword set must be maintained per language

Managing Keywords

To Manage Keywords, either single select or Select All (appears once you've selected at least one keyword) to Edit them:

Once in Edit mode, you can;

Move Keywords:

Delete Keywords:

Select Cancel to exit Edit mode:


Advanced View

With the Advanced View, you can not only add and manage Keywords but also view 2 languages at once, search and see how often a Keyword is mentioned.

Adding Keywords

To add Keywords;

1. Select the Topic in the dropdown:

2. Select the desired language in either dropdown:

3. Add the Keyword and press enter:

Managing Keywords

To Manage Keywords, either single select or Select All (appears once you've selected at least one keyword) to Edit them. Once in Edit mode, you can;

Transfer Keywords:

Delete Keywords:

Select Cancel to exit Edit mode:

Search Keywords

To search for Keywords;

1. Select 1 or 2 languages

2. Enter your search term and press enter:

Mentions

View the number of times and percentage a keyword has been mentioned in comments for all time:


Adding Keywords from Responses

To Add Keywords directly from your customer's responses:

1. Highlight the keyword

2. Single click. An 'Add Keyword' pop-up will open

3. Use the down arrows to navigate to the desired Topic or Subtopic:

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