Using tags in Planhat can help you to flag and identify companies or end users with information that is important to your customer success strategy or processes.
This article will cover how to set them up and several powerful and actionable ways you can use them throughout Planhat.
Setting Up Tags
To get started with tags is easy! Simply add one to a company or end user.
There isn't an area to create a "library of tags." Instead, all currently used tags are available as options when you add a new one. So just add the tags you need, when you need them, and as you add new tags you'll have previously used tags as options.
There are several places you can add a tag to a company or an end user.
Company & End User Tags
1. Add (or remove) tags from the Portfolio List/ People List view in Planhat. This is great if you need to apply a tag in bulk to a group of companies or end users.
The GIFs below show how to bulk add/remove tags from the Portfolio List view. The process is identical in the People List view and instead of selecting companies you'll be selecting the end users you want to add or remove tags from. In addition, in the People List view you can apply a Persona to add/remove tags from specific end users.
To remove in bulk do the same process but instead, click on "Remove Tag".
2. Customer 360/End User Portfolio view
3. Import tags via Excel or our API. Just like you would normally import Company data, whether that's via Excel or API, you can import tags. I'ts important to note that when you import tags, any existing tags will be replaced.
Importing data via Excel: https://support.planhat.com/en/articles/2824427-importing-customers-team-members-contacts
Importing Data via API: https://docs.planhat.com/?version=latest#73ef6a7b-b2b6-4c60-bda8-e43bdc4215ab
4. To remove a tag when hovering over, the tag, an "x" will appear. Click on the "x" to remove the tag.
How to Use Tags in Planhat
Tags can be used in several actionable ways within Planhat which we will cover.
Feel free to reach out to us if you have any questions about best practices and use cases for tags that we might not cover below.
Using Company Tags to Create Segments
Tags on a company level can be used to create segments of customers that you would like to have a different health profile for, have a different playbook and outreach methodology for, and more.
If you'd like inspiration on how to segment your customers you can look to this article here. The second example outlines a specific case in how and when to use tags. But that is only one use case where you could :).
With these different customer segments, you can assign a separate health profile to just that segment, you can assign triggers to only that segment, you can create personas for just that segment, and use the segment to filter your portfolio view.
When using a company segment with a persona, it will narrow your persona down even further and only include endusers in the companies that qualify for that segment.
Using End User Tags to Create Personas
You can also use tags to create groups of end users. These groups could be the end users you would like to reach out to for an NPS survey, so you can flag them as, for example, "NPS-Q1 2018" and then create a persona to collect those users.
For more inspiration on what you can create use personas for you can view this article here.
And if you're new to NPS (Net Promoter Score), but would like to learn more about it and how to get started with using in your customer success strategy you can read our guide here :).
Using Both Company and End User Tags in the Universal Filter
Something basic but useful when you're wanting to narrow down your portfolio view is the ability to use these tags to filter your view in Planhat.
The tags you create are available in the universal filter, and this filter will filter the view of your portfolio throughout the entire platform. Nice, right?
Creating Link Tags
Link tags are a great way to be able to have a direct link to another system, database, or important data right on the Customer 360 view.
You can use these to quickly and easily access your CRM portfolio for the company, or if you have an internal database you would like to have a fast link to.