Using a taxonomy to organize customer inquiries
- I was wondering if anyone knows of any examples of, or literature about, this subject. Our company is trying to get a handle on all of the questions pouring into our website.
- I suppose the question is what the purpose of organizing the inquiries is.There is a section of my book Organising Knowledge on using taxonomies to engage with customers, though there isn't a great deal of detail on inquiry handling. The two main approaches I have seen are:(a) emerging ground up from inquiries to FAQs, from FAQs to organising topics - these "topics" form a simple taxonomy that can be mapped to an internal inquiry routing taxonomy - eg for topic A, route to department Z. This approach is more for organizing the followup actions around inquiries.(b) Using customer analysis to create a typology of customer personas and the inquiries are allocated to particular personas within the typology - eg this inquiry comes from the Tech Savvy Gen Y-er, and we use their inquiries to deepen our knowledge of their current concerns. This approach is more for building customer intelligence eg to inform service or website redesign.I hope that helpsPOn Oct 3, 2009, at 1:48 AM, Grant Slade wrote: