tracking customer questions

[dmw3wx]

In my real job I answer helpline calls. There are probably 150 of us answering questions from about 1000 other employees. I want to create a database of all of the questions that are asked. I am hoping to be able to see trends and patterns in the questions. Because these questions typically are being conveyed through the employee from a customer, it may allow me to see trends from our customer base as well.




Is there a tool well suited to do this?

[orange]

?? hard to say if a tool exists

What is the subject matter?
I'd recommend setting up some sort of question/topic structure based on your business and questions.
If you can get some sort of standardized terminology, you'll be able o review questions vs answers in a meaningful way.
If everything is done via text, then you'll have to deal with typos, spelling and terminology.

Suggest you give readers a sample of 5-10 representative questions. You might also want to include possible answers, if that applies.