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In today's episode of the Support Insights Podcast we talk to Jeffery King and Travis Brace, Community Advocate and Customer Support Manager at Grindr, about how they've created a tagging taxonomy that allows them to quantify issues, keeping customer feedback relevant in wider department conversations.
Travis takes us through the details of what their tagging structure now looks like after a huge revamp in 2022, with multiple layers of granularity allowing for both broad-level and more specific reporting.
Jeffery explains how a customer-focused feedback culture can look in practice, with customer feedback being a driver, not an afterthought, for wider team strategies.
Plus, hear some real life examples of how this approach has helped teams and customers at Grindr, as well as how other organizations can look to be more customer focused in their own set-ups.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com