Prodsight scans your customer conversations from platforms like Intercom and Zendesk and automatically detects commonly mentioned topics. It then collates the relevant mentions into topics and provides insights into historical trends and sentiment.
Prodsight does most of the work for you but you can dramatically increase the quality of your insights by performing these three one-time actions:
- Merging topics
- Archiving topics
- Creating custom topics
Whilst it does require some input from you, the bulk of these actions only need to be performed initially when setting up. Once you merge, archive or create a topic, the action will take instant effect on both historic and future mentions and you will reap the rewards for months and years to come.
In this quick guide, I will walk you through each action to help get you up-and-running.
1. Merge duplicate topics
People often use different phrasing to describe similar things. For example, the terms “delete photo” and “remove photo” might mean the same but are technically two distinct topics on Prodsight. To ensure that you catch all related topic mentions in one place you need to merge duplicate or closely related topics.
On the Dashboard, you can merge two or more related topics into one topic. Simply select topics you want to merge and click the Merge topics button.
Topics will be merged into the topic with the highest mention count and all the historic topic terms will be combined. Also, any future mentions will be routed to the new combined topic.
2. Archive irrelevant topics
Prodsight has implemented powerful filters for removing generic words and phrases from your topic results but since every company has unique reporting needs, sometimes it might surface topics that are generic or irrelevant.
To keep your Prodsight reporting focused you can remove such topics from your results by archiving them.
Open a topic that you want to archive and quickly inspect the mentions. Once you are confident that you want to hide the topic, click Archive in the top right corner.
You also archive topics in bulk in the Topics page by selecting one or more topics and clicking Archive.
3. Create custom topics
Sometimes you might want to track a particular topic that hasn't been automatically picked up. In these cases, you can create a custom topic.
Custom topics are user-defined topics in Prodsight that help you track one or more terms in customer conversations. Once created, they act like any other topic.
Use cases for custom topics
- Uncover new feature requests by tracking phrases such as "feature request", "feature idea", "feature suggestion";
- Identify user education issues by tracking phrases such as "how do I", "way to", "can I";
- Monitoring mentions of a particular feature such as "Shopify integration" or "Xero exports" to assess how users feel about it;
- Collate all instances of user churn intent by tracking phrases such as "cancel subscription" and "delete account".
Creating a custom topic
Creating a custom topic is easy and it starts with a search.
- Go to Search
- Type in one or more phrases that you want to track
- Click Save as topic
- Give your topic a descriptive name
- Choose a category (optional)
- Click Save
Your new topic will appear in the Topic List view under a chosen category or under "Ungrouped" if you haven't selected a group.
You're all set 🎉
If you've performed the three actions above, you should now be all set with Prodsight.
If you'd like some help with getting set-up, you can book a free onboarding call with one of our team.