Ticket categorization for Retail - AI Ticket Categorization

How to properly set ticket properties to categorize Retail businesses related support requests

The AI Ticket Categorization app is a robust AI-tool that can be customized to efficiently categorize support requests in your retail business. By utilizing this app, you can streamline the handling of customer inquiries and issues, thereby enhancing the overall customer experience.

This article emphasizes key properties for effective ticket categorization, particularly in addressing common retail-related issues such as returns, complaints, and after-sales support requests.

By applying these properties to categorize incoming tickets, you can ensure they are prioritized and resolved promptly and efficiently, leading to improved customer satisfaction and operational efficiency.

Property List

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 following information are suggested for each property: name, description and values.

1. Property name: Request Type

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

Values: 

• "Return - Wrong Item"
• "Return - Size Issue"
• "Complaint - Product Quality"
• "Complaint - In-Store Service"
• "Complaint - Customer Service"
• "Order Management - In-Store Pickup"
• "Product Information - Specifications"
• "Product Information - In-Store Availability"
• "Payment Assistance - In-Store Purchase Error"
• "Technical Support - Product Setup"
• "Technical Support - Malfunction"
• "Feedback - Product"
• "Feedback - Service"
• "Other"

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"

4. Property name: Purchase Channel

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

Values:

• "Physical Store - Main Location"
• "Physical Store - Branch"
• "Phone - Call to Store"
• "Event/Pop-up Store"
• "Other"
• "Unknown"

5. Property name: In-Store Experience

Description: "Evaluation of the overall customer experience within the store, only if explicitly reported by the user."

Values:

• "Excellent - Beyond Expectations"
• "Good - Met Expectations"
• "Fair - Some Issues"
• "Poor - Many Issues"
• "Unknown"

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"

8. Property Name: Product type

Description: "The type of product or service associated with the ticket."

Options: to be personalized

These properties serve as guidelines tailored to common Retail 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.