How do I analyze support insights from Chatref?

Start by setting up conversation-tags that match the language of your customer base. Chatref auto-tags conversations as they come in, picking up on insurance-specific topics like “claim status,” “premium calculation,” or “coverage exclusion.” You can also manually add tags for precise tracking—lump calls about a new product launch or a regulatory change under one tag and watch patterns form.

The insights engine synthesizes everything that happens in the widget and delivers a digest straight to your inbox. It surfaces the top support issues by frequency, flags sentiment shifts, and highlights which tags are growing fastest. For an insurtech support team, that means you spot a spike in “policy cancellation” queries before refund requests pile up, or see that customers keep asking the same coverage question right after a market update.

Open the conversation inbox, filter by the tags you created, and read the actual chat threads. This is where you move from numbers to narrative—see exactly how customers phrase their frustration around a confusing endorsement or a slow claim process. Use those direct quotes to tighten your knowledge base content, so future chats are resolved by the AI agent without human intervention.

Because tags and the insights digest run continuously, you can look at this week against last week, or the month after a product launch against the month before. If you introduced a new binder process, watch to see whether the tag for “binder delay” shrinks or grows. Track how many conversations move from AI resolution to human handoff and back—your leading indicator of support health, without spreadsheets or guesswork.

What insights can Chatref provide?

Chatref’s insights digest emails a regular summary of the top customer questions, trending tags, sentiment patterns, and the balance between AI-resolved and human-escalated chats. It transforms raw support chat analytics into a clear picture of what’s confusing your policyholders right now.

How to find common customer issues?

Apply conversation-tags to your chats, then filter the conversation inbox by those tags. You’ll instantly see clusters—like repeated questions about renewal dates or co-pay rules. From there, you can read the actual dialogue and use it as insurance customer feedback to refine your knowledge base.

Can I track support performance over time?

Yes. The insights digest arrives on a schedule, giving you a consistent snapshot you can compare week over week. Combine that with long-running conversation-tags, and you can watch any tag’s volume trend upward or downward—so you know whether a fix you deployed actually reduced support inquiries.