How do you track support themes over time to feed into product?

stephanierichardson

We're looking to analyse what topics come up often for support most often. How are other communities doing this?

Some of the ideas we have:

• Analyse search terms - what are people searching for most often? (we're already doing this but it only covers one element)
• Analyse tags - which tags are being used most frequently attached to support tickets in the Community and can we match those up to Product components etc?
  • If this works, can/should we make tags mandatory
• Can we use sentiment analysis in future - can we identify themes of what people are asking for help about most frequently?

Are there any tools you're using to compile and analyse the data you get from Vanilla?

Photo by Dan Cristian Pădureț on Unsplash

PiperWilson

Hi @stephanierichardson,

I look forward to seeing what the rest of the community has to say. That said, I do know that we don't currently have a way to make tags or post elements mandatory. You'll have to strongly encourage and teach your members to do that.

Genevieve P

You're doing what we do!

• Search trends
• Top Viewed posts (in a specific timeframe)
• Category quantity - our categories are split into certain support buckets

And then asking our Moderators what they're seeing come up a lot as common questions, as well as polling our Champions (advocates)… they answer the most questions so they have a good idea of what's "common".