Free tool
Build your category structure, see live whether it meets the 5 golden rules of the CX Digital methodology, and export it CRM-ready as CSV.
Laad een template
Bewerk, verwijder of voeg toe. Klik op een C2 voor de definitie.
C2's (4/4 gedefinieerd)
C2's (0/3 gedefinieerd)
C2's (0/3 gedefinieerd)
C2's (0/3 gedefinieerd)
C2's (0/2 gedefinieerd)
C2's (0/2 gedefinieerd)
C2's (0/2 gedefinieerd)
How it works
The example shows a typical e-commerce structure. Adjust it to your team: edit codes and volumes, add or remove C1s, and manage C2 chips per main category. The panel on the right scores it live against the rules. Export with the button at the top.
C1 is the parent category (e.g. 'Delivery'), C2 is the specific subcategory (e.g. 'Parcel not received'). This two-layer structure kills 'Other' buckets and makes reporting directly actionable.
Usually 6 to 12. Fewer than 5 gets too coarse; more than 15 becomes unusable for agents. Each C1 then holds 3–8 C2 subcategories.
C1 → About/Category dropdown field, C2 → a dependent (nested) dropdown field. Add one tag per C2 for Explore reporting and triggers.
No. 'Other' hides patterns. If agents can't find a fit, that's a signal you're missing C2s — add them instead of dumping into Other.
Quarterly check on volume per C2. If a C2 stays below 1% of total for two quarters: merge. If a C2 exceeds 15%: split.
Yes. The C1/C2 methodology is tool-agnostic. Only the mapping to fields and tags differs per platform.
The full methodology
The C1-C2 Masterclass teaches you step by step how to build a watertight ticket taxonomy. Five modules, about two hours.
Start the course