Here at Intercom we have a set of tags that we use for 'the voice of our customer' i.e. you folks. Depending on what you're telling us, we'll tag the conversation as a “new feature request", a “bug report", or feedback around specific features like “feedback on A/B testing", or “feedback on events" and so on.

Or, a lot of the time we'll even get more specific with our tag names for known issues such as "request for multi-language support". When it's time to review this after a few weeks, you can visit the inbox and search for the tag. Then all the conversations you've tagged will be there in one place. 

If you and your team are tagging consistently over time, you'll acquire valuable data that will directly inform how your product evolves. As a quick example, in Intercom, we get asked for a "reporting" feature and a "bulk exports" feature all the time. By tagging each over time, we were able to easily see which was being asked for most often. This helped to inform which we would build first. 

Note: You can use our API to access your conversations and tags to analyze trends.

Make your research tags memorable

You’ll likely have lots of research projects to keep track of. So it’s important to add as much context as possible to each new tag you create. For example, instead of just calling your tag ‘Calendar Research’ you can add the month and the year so it reads something like ‘January_2016_Calendar_Research.’ This will help you find and manage tags you created during a specific time period when you’re revisiting or redesigning a feature, for example. 

Here's more about how tags work

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