Find why customers contact you - Rippit

Rippit reads every conversation to work out why the customer got in touch, so your contact reasons come from what customers said, not from a tag an agent picked in a hurry.

Ask Rippit

What are the top reasons customers contacted us in the last 30 days? Rank them by volume, tell me which are growing fastest compared to the 30 days before, and which we most often fail to resolve on the first reply.

To answer, Rippit can:

Work out each conversation’s contact reason from the whole thread, including when the customer’s first message wasn’t the real problem.
Discover the categories from your conversations, or sort them into a list you already use.
Compare periods, so a reason that doubled this month stands out from one that is always big.
Break the reasons down by your conversation attributes, such as channel, customer segment, contact reason, or product area.

Ask Rippit for example conversations under each reason, so you can check that each category means what you think it means. To get the ranking every week without asking, turn the question into an Agent App that posts it to Slack or email.

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