Ticket categorization for E-commerce
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      Ticket categorization for E-commerce - AI Ticket Categorization

      How to properly set ticket properties to categorize E-commerce related support requests

      The AI Ticket Categorization app is a valuable tool for efficiently categorizing support requests related to your e-commerce business. By utilizing this app, you can streamline the process of addressing customer inquiries and issues, ultimately enhancing the overall customer experience.

      In this article, we recommend considering several key properties for ticket categorization. These properties address common issues that may occur in an e-commerce business such as the nature of the issue, the condition of the purchased product and the potential impact associated with the customer's issue. By carefully analyzing and assigning these properties to incoming tickets, you can prioritize and address them in a timely and effective manner.

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      Here is a list of properties that we recommend using to make the most of the app and get the best results in terms of segmentation and ticket management. 
      The list includes the property name, property description, and recommended values.

      1. Property Name: Request Type

      Description: "The type of request or issue being reported by the user."

      Options: 

      • "Return - Wrong Item"
      • "Return - Size Issue"
      • "Complaint - Product Quality"
      • "Complaint - Delivery Delay"
      • "Complaint - Customer Service"
      • "Order Management - Change Address"
      • "Order Management - Cancel Order"
      • "Product Information - Specifications"
      • "Product Information - Availability"
      • "Payment Assistance - Refund Process"
      • "Payment Assistance - Payment Error"
      • "Technical Support - Setup"
      • "Technical Support - Malfunction"
      • "Feedback - Product"
      • "Feedback - Service"
      • "Other"

        AITC - HIW 6

      2. Property Name: Priority

      Description: "The urgency level of the request or issue as determined by the user or the system."

      Options: 

      • "Critical"
      • "High"
      • "Medium"
      • "Low"


      3. Property Name: Product Conditions

      Description: "Condition of the product, only if explicitly reported by the user."

      Options:

      • "Unopened"
      • "Opened - Not Used - Packaging Intact"
      • "Opened - Used - Like New"
      • "Defective - Broken On Arrival"
      • "Defective - Failure After Use"
      • "Not Received - Lost Shipment"
      • "Not Received - Delayed Delivery"
      • "Other"
      • "Not reported by the user"

        AITC - HIW 8

      4. Property Name: Associated Risk

      Description: "Assessment of the potential impact or risk associated with the request or issue."

      Opzioni:

      • "Low Impact - Minor Nuisance"
      • "Low Impact - Negligible Issue"
      • "Medium Impact - Social Media Reputation Risk"
      • "Medium Impact - Potential Customer Loyalty Impact"
      • "Medium Impact - Potential Customer Loss"
      • "High Impact - Legal Risk"
      • "High Impact - Risk of Extended Effects on Customers"
      • "Critical - Service Disruption"

        AITC - HIW 7


      5. Property Name: Purchase Channel

      Description: "The channel through which the purchase was made, only if explicitly reported by the user."

      Options:

      • "Online - Website"
      • "Online - Mobile App"
      • "Physical Store"
      • "Phone"
      • "Third-Party - Marketplace"
      • "Third-Party - Affiliate"
      • "Other"
      • "Not reported by the user"

      6. Property Name: Preferred Response Method

      Description: "The method through which the user prefers to receive responses to their inquiry, only if explicitly reported by the user."

      Options:

      • "Email"
      • "Phone"
      • "SMS"
      • "Live Chat"
      • "Not reported by the user"

      7. Property Name: Addressing/Redirecting Department

      Description: "The department to which the request or issue should be directed or redirected."

      Options:

      • "Front Line"
      • "Technical Support"
      • "Administration"
      • "Sales"
      • "Order Management"
      • "Complaint Management"
      • "Executive Management"

      These properties serve as guidelines tailored to common e-commerce support scenarios. You are encouraged to personalize them to suit the unique needs of your business.

      If you need support, please don’t hesitate to contact us at apps@exelab.com.