Insight Labels: Auto-Tag Review Themes

Q: How do insight labels differ from sales and product tags?

The main difference is when they are applied and what they describe: Sales & Product Tags (Pre-feedback): These are uploaded with your sales data before a review is even written. They describe the transaction (e.g., Store: London) or the item (e.g., Color: Red). They are used to filter reports and trigger specific email campaigns. Insight Labels (Post-feedback): These are applied manually in the Hub after a review is received. They describe the content of the feedback (e.g., Late Delivery or Great Quality). They are used to track recurring themes and trends in what customers are saying. In short: Tags are what you know about the sale; Insight Labels are what you learn from the review.

Q: Is there a limit to Insight Labels?

No. You can create unlimited custom labels and categories. You can also apply multiple labels to a single review to track different themes simultaneously.

Q: Can I get alerts for specific labels?

Yes. You can set up email alerts for specific Insight Labels. To monitor "spikes" or volume changes over time, you can use the Insight Tag Trends report to visualise data across specific timeframes.

Q: Are labels pre-built?

No. You define your own labels to ensure they match your business needs. You can also create Predictive Response templates linked to these labels to help your team respond to common feedback themes quickly and consistently.

Q: Which roles get most value from Insight Labels?

The roles that get the most value are CX Managers, Product Managers, Marketing Directors, and Data Analysts. These roles use the labels to uncover trends, improve products, and drive business strategy based on what customers are actually saying.

Uncover actionable intelligence

Drive proactive resolution

Streamline strategy

Accelerate responses

Transform thousands of individual reviews into a clear roadmap for growth by categorising recurring themes at scale. With the flexibility to apply unlimited custom labels tailored to your specific business structure, you can move beyond star ratings to understand the why behind customer sentiment, enabling you to identify emerging trends and pain points.

Stop issues in their tracks by configuring instant email notifications triggered by specific themes or shifts in sentiment. This early-warning system allows your team to address recurring problems before they escalate, facilitating timely interventions that have been shown to significantly reduce customer churn and improve long-term loyalty scores.

Replace manual data sorting with focused, automated reports built directly from your label data. By surfacing exactly which products, features, or service touchpoints are driving praise or criticism, you can pinpoint your greatest strengths and weaknesses, providing the evidence needed to refine business strategy and optimise the customer journey based on real-world data.

Deliver faster, more consistent customer service by associating specific Insight Labels with predefined response templates. When a recurring theme is detected, your team can deploy high-quality, professional replies instantly, improving your average response time while ensuring that every piece of feedback receives a tailored and accurate acknowledgment.

Uncover actionable intelligence

Drive proactive resolution

Streamline strategy

Accelerate responses

FAQs

How do insight labels differ from sales and product tags?

The main difference is when they are applied and what they describe:

Sales & Product Tags (Pre-feedback): These are uploaded with your sales data before a review is even written. They describe the transaction (e.g., Store: London) or the item (e.g., Color: Red). They are used to filter reports and trigger specific email campaigns.
Insight Labels (Post-feedback): These are applied manually in the Hub after a review is received. They describe the content of the feedback (e.g., Late Delivery or Great Quality). They are used to track recurring themes and trends in what customers are saying.

In short: Tags are what you know about the sale; Insight Labels are what you learn from the review.

Is there a limit to Insight Labels?

No. You can create unlimited custom labels and categories. You can also apply multiple labels to a single review to track different themes simultaneously.

Can I get alerts for specific labels?

Yes. You can set up email alerts for specific Insight Labels. To monitor "spikes" or volume changes over time, you can use the Insight Tag Trends report to visualise data across specific timeframes.

Are labels pre-built?

No. You define your own labels to ensure they match your business needs. You can also create Predictive Response templates linked to these labels to help your team respond to common feedback themes quickly and consistently.

Which roles get most value from Insight Labels?

The roles that get the most value are CX Managers, Product Managers, Marketing Directors, and Data Analysts. These roles use the labels to uncover trends, improve products, and drive business strategy based on what customers are actually saying.