Release Summary:
- Filter for specific support channels to build new tags and run reports to drill down into real time trending issues.
- Customize filters to map to ticket priority, status, subject, ticket type, or any custom assigned category
At Lang, we want to make it easy for every CX organization to take control and define their data structure. In today's hyper-competitive and ever-changing environment, customer support is the most important differentiator for any brand and it is critical that CX teams have access to real-time data to make informed decisions on everything from staffing to optimizing self-service content.
Today we're excited to announce the launch of a new filtering feature in Lang that allows users to run reports and search queries by channel. With this new feature our users can now drill down into trends and build specific tags for issue types coming through any channel connected to Lang. In addition to filtering by channels, this new functionality will also allow users to filter by other key ticket fields like priority, SLA, customer value, or custom assigned categories. This will grant CX leaders access to the latest support trends coming from their organizations and empower them to make data-driven decisions that ultimately lead to faster resolution times and higher customer satisfaction.
With these feature users will easily be able to pull important analytics like the percentage of issues and topics that are being automated by channel (i.e. chatbot, email, web forms etc) and surface opportunities to optimize their CX processes through additional automation that lead to higher deflection and faster response times.
Filters generate powerful real time insights
Deep customization with filter metadata
