Prodsight already gives you the flexibility to track broad as well as specific topics. However, sometimes to obtain actionable insight you might want to drill-down further by slicing a topic into smaller sub-topics. Well, now you can with our new Sub-topics feature 🎉.
How do the Sub-topics work?
You can now sub-divide any topic into sub-topics by defining a set of keywords that match the criteria.
For example in a topic “Cancel Account”, you might want to create sub-topics like “Cost”, “Bugs”, “Support” and “Features” to track potential churn reasons.
Each sub-topic can be defined by one or more keywords. For example, for “Cost” you might want to set “cost”, “price”, “expensive”, “cheap”, “afford”, “budget” as trigger words.
This means that when people mention canceling their account and any of the keywords that define “Cost”, all mentions will be aggregated in a separate tab alongside the mention count.
Once you’ve got a sub-topic setup, the matching mentions will be automatically allocated to it. You don’t need to worry about manually categorising mentions – Prodsight takes care of that.
Can I change sub-topics?
Just like with topics, sub-topics are very flexible and can be modified, created and deleted at any time. This means that if you come up with new ideas for sub-topics or keywords you can be tracking you can set those and see the matching mentions instantly – both for historic and upcoming customer conversations.
What can I use Sub-topics for?
We have previously demonstrated a use case around tracking churn reasons but what else can you use sub-topics for? The only limit is your imagination but here are a few ideas to get you started.
You can create a topic for tracking bugs defined by phrases like “bug”, “error”, “crash”. Then have a flick through the mentions to see if any patterns emerge. As you spot areas of your product or service that users are complaining about (login/sign up, uploading, syncing, etc,) define sub-topics to track each of those separately.
Monitoring common questions about a feature
Start off by creating a topic defined by a feature name. I will use an example feature “Playlists” from Spotify. As users talk about playlists they might mention specific questions to do with offline mode, sharing playlists, issues creating, etc. Each of these phrases is a good candidate for a sub-topic to help monitor various questions users ask about a feature.
What are you planning to use sub-topics for? Need some help setting them up on your account. Feel free to book a free call with one of our team who’d gladly help you.