Trends

In this article:

• Introducing Trends.
• Creating and organizing Trends.
• Creating Trends step-by-step.
• Smart Trends.
• Reviewing Trends.
• Editing Trends.
• Deleting Trends.
• Organizing Trends into Folders.
• Renaming Trends and Folders.
• Using Trends to notify team members.
• Reporting with Trends.

Suggested next article: Alerts

Introducing Trends

Trends are like saved searches, allowing you to combine commonly used filters on your Dashboard. Trends can ramp up your level of reporting and alert team members of changes in behavior patterns, allowing you to narrow the focus of your feedback to specific customer segments while tracking feedback over time. 

For example, customer support teams can use Trends to track responses associated with a specific representative, refunds, or a recently released product. Then, they can head to the Trend page to view only relevant feedback.

Check out this video for an overview of our Trends and Smart Trends features!

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Creating and organizing Trends

At their core, Trends are made up of keywords and filters that you select. After a Trend is created, any responses that meet those specifications are filtered into that Trend and can be viewed together from the Trends page.

For example, using your search tool, you can create a Trend to track anytime someone mentions that they “love” your company on your help center's NPS survey. Responses containing the word “love” will then be pulled into that Trend for easy analysis, as seen in this example:

Trends are so useful that they accumulate quickly. Admins need to monitor and prune back obsolete Trends before they get out of control! Folders also help keep the Trends page manageable. Watch this next video from our Admin Training & Certification program to learn the following:

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Creating Trends step-by-step

Many features can be used to create Trends, such as keywords and filters. In this step-by-step, we'll explore how to create Trends with these two elements and show you how to combine them for more powerful insights.

If, before diving into creating Trends, you’d like an overview on how keyword searches and filters work on the Dashboard, check out Filtering the Delighted Dashboard!

Creating Trends with keywords

To create a Trend with a keyword search:

1

From your Dashboard → enter a keyword search in the search bar (ex. "informative")

2

On the left hand side of the page → click "Create a trend with these results"

3

By default, the search term will become your Trend's name and will be listed in your Tracked keywords and on your Trends page. (If you'd like to change the name, you can do so from the Trends page)

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Creating a Trend with filters

To create a Trend using filters:

1

From your CX Dashboard, select the filter (or filters) that you'd like to track

2

On the left hand side of the page, click "Create a trend with these results"

3

By default, your filters will become your Trend name. If you'd like to make changes to this, click the pencil icon to the right of the Trend name

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Combining keywords and filters to create Trends

You can combine keywords and filters when creating Trends. There are two ways to do this:

1. Apply both your keyword search and filters in the Dashboard before creating your Trend as usual. Check out Filtering the Delighted Dashboard to read about combining filters on the Dashboard
2. Create your Trend with either the keywords or filters, and then edit the Trend after the fact. Read how to edit Trends and take advantage of this strategy

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Smart Trends

Using keywords to create Trends is great, but how do you know which keywords are important to track? How can you be sure that you’ve captured all similar keywords (like “service” and “support”) when creating a Trend? Is confirmation bias influencing your Trend creation?

Smart Trends is the answer! The CX Smart Trends engine combs through your responses and identifies groups of keywords that make up relevant Trends, then suggests these Trends to you for easy creation. Smart Trends can also identify keywords that would enhance the Trends you already track!

Once you adopt a Smart Trends suggestion, it behaves just like any other Trend.

In this section, we’ll cover:

• How to view suggested Smart Trends.
• How to view suggested keywords.
• How to adopt Smart Trends and keywords.
• Why am I not seeing Smart Trends suggestions?

How to view suggested Smart Trends

Head to your Trends tab to view suggested Smart Trends.

Along the left side of the Trends page, you’ll see a modal with a magic wand titled “Smart Trends.” If there are new suggestions, you’ll see that reflected in blue text. Click “Suggested Trends” to open the Smart Trends page.

How to view suggested Smart keywords

Trends that you own may have suggested keywords to add! Simply click on the Trend and look on the left side of the page to see any suggested Smart keywords and add them to your Trend.

How to adopt Smart Trends and keywords

Once you’ve reviewed a suggested Smart Trend and decided to add it to your Trends list, simply click the blue “Add this Trend” button along the top of the page. To dismiss a Trend that you don’t want to adopt, click “Hide this Trend.”

Once a Smart Trend has been added to your Trends list, it acts just like any other Trend—it can be edited, sorted, searched, and reported on.

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Reviewing your Trends

Using the Trends page, you can filter and sort through all of the Trends you and your team have created.

Searching Trends

You can search through your team's Trends by name on the Trends page. Simply type in the name of the Trend you're looking for in the search bar on the right-hand side of the page and click enter!

Sorting your Trends

The drop-down menu lets you sort your Trends to adjust the order in which they are listed. The options include:

• Most responses: Sort Trends by the volume of responses, from highest to lowest
• Highest score: Sort Trends by the overall score metric, from highest to lowest
• Recently created: Sort Trends by the date they were created, from newest to oldest
• Created by me first: Sort Trends with those you created at the top of the list

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Editing Trends

Use the Trends tab to sift through and edit all the Trends you and your team have created.

To edit a Trend, head to the Trends page, click on a specific Trend, and select “+ Add a keyword” or click on the filters under the “Filtered by” section. From here, you can adjust the conditions used to create your Trend. The responses filtered to this Trend will be updated automatically, as shown in this image:

Admins can edit any Trend. If you are not an admin user, you can only edit Trends that you create.

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Deleting Trends

To delete a Trend:

1

Open the Trends page

2

Click on the name of your trend 

3

Pop open the "Gear" icon

4

Choose '"Delete this trend"

5

Click "OK" → when it asks if this is really what you want to do! 

Note: Admins can delete any Trend. If you're not an Admin, you can only delete Trends that you have created.

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Organizing Trends into folders

Once you've created multiple Trends, it can be helpful to organize these into Folders. Folders can help you manage your Trends for specific teams, segments of customers, keyword searches, and more.

Creating folders

To create a folder to store your Trends:

1

Head to the Trends page

2

Click "Create a folder" on the left side

3

Type in the folder name (This can be changed in the future!)

4

Choose "Create folder" 

Folders will be accessible by everyone with access to that Delighted project.

Adding Trends to a folder

To place a Trend in a folder:

1

Head to the Trends tab

2

Click on the Trend you'd like to move

3

Click the "Gear" icon → next to the name of the Trend

4

Click the dropdown marked "Shared folder" → and choose the folder you'd like to put the Trend in

5

Click "Save changes"

You'll need to create the folder before you can put a Trend inside of it!

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Renaming Trends and Folders

To rename a Trend:

1

Open your Trends tab.

2

Click on the "Gear" icon → seen to the right of the name

3

Enter the new name

4

Choose "Save changes"

To edit the name of a folder:

1

Head to the Trends tab

2

Click on the folder name seen along the left-hand side

3

Click on the "Gear" icon → located to the right of the folder name

4

Type in the new name and choose "Save changes"

Keep in mind that changing the name of a folder will apply that change for everyone with access to that Delighted project!

Deleting folders

To delete a folder, follow steps 1-3 above, then choose "Delete folder." Deleting a folder doesn't delete the Trends inside—those will all be moved to the "Not in a folder" category! Similar to Trends themselves, you can only delete folders that you created.

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Using Trends to notify team members

There are two main ways to use Trends to notify your team member when relevant responses are submitted to Delighted:

• Have users subscribe to a Trend.
• Create an Alert with your Trend.

You can also use the Email digest to receive daily, weekly, or monthly updates on specific Trends, summarizing the feedback you've received in that Trend!

Have users subscribe to a Trend

Any Delighted user can subscribe to a Trend in CX and receive an email when that Trend receives a new response. To do this, go to the Trend page, choose a Trend, and click the "Subscribe" button in the top right hand corner.

When at least one user is subscribed, a number will appear to the right of the “Subscribe” button. You’ll see the number go up as new users join in. Hover over the "Subscribe" button to see which users are subscribed.

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Create an Alert with your Trend

After you create a Trend, head to the Alerts page and add a new Alert. 

From the dropdown, choose your Trend. Enter the email address you'd like to notify when the Trend receives new responses. This allows you to notify team members of responses, even if they do not have a Delighted login.

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Reporting with Trends

There are four main ways to report out a specific Trends, allowing you to drill down into your feedback and drive truly actionable insights:

• CSV export
• Delighted graph
• The Reports tab
• API data pull

CSV export

Export a CSV file for any of your Trend pages. The CSV will contain all the data specific to the responses in that Trend. 

Click on the “Export as CSV” button below the Trend filters to initiate your export.

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The Delighted graph

Visualizing survey metrics over time can help provide clear insight into whether customer sentiment is trending in a positive or negative direction. Using the graph feature on your Trends page can provide a quick glance at how feedback is trending. Simply click “Show graph” under your core metric score to open it up!

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The Reports tab

All of the Delighted reports can be scoped to a specific Trend. To create a Snapshot, Over time, or Pivot table report with any of your Trends, go to the Reports tab and choose the desired Trend from the dropdown. For more information about the Reports Tab, check out section 7. Reporting and Analytics.

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API data pull

If you’re pulling information out of Delighted via our API, whether with our Listing Survey Responses or Metrics endpoint, you can scope the results to a specific Trend. To focus the results on a Trend, simply include the parameter:

trend=1234

To obtain the ID of a Trend, visit your Trends page, choose the desired Trend, check the URL, and grab the digits at the very end. For example, if the URL was https://delighted.com/trends/1234, the Trend ID would be 1234.

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