SPØRGSMÅLET
Why do complaints keep rising while the product improves?
Brug dine klistermærker på det, der betyder mest. En idé med belæg kan få en reserveret plads.
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Dit budget af klistermærker
Én pr. idé, 5 i alt. Minimum er én stemme.
5 pladser er reserveret til oversete idéer — nominér én med et link, og den tæller, når 2 personer er enige om, at kilden er relevant.
hvorfor
Når fasen lukker, kommer én nomineret ind ved lodtrækning og resten efter antal nomineringer, højst én pr. interessentkategori. En model tjekker kun, om siden handler om samme emne — aldrig om den beviser påstanden. Den vurdering er rummets, og en nominering, som ingen andre bakker op, får ingen plads.
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
Intet sagt endnu.
KLYNGE 1
Agents who take the time to fix a problem properly miss their numbers
stemmer: 5diskutér
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
stemmer: 11diskutér
KLYNGE 2
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
stemmer: 0diskutér
Agents are measured on tickets closed per hour
stemmer: 0
↳ nomineret til en plads: https://example.org/ops-incident-review.pdf could not read it (HTTPError) 1 af 2 bakker op
diskutérKLYNGE 3
Complaints about one feature spike after every release
stemmer: 12diskutér
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
stemmer: 15diskutér
KLYNGE 4
There is no way to tell the product team what customers are asking for
stemmer: 0diskutér
Nobody from product reads the ticket tags
stemmer: 7diskutér
IKKE I EN KLYNGE
Escalations go to a team that does not read the ticket history
stemmer: 6diskutér
Staffing is planned on last year's volume
stemmer: 1diskutér
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
stemmer: 6diskutér
Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
stemmer: 1diskutér
The best agents leave within a year
Scope: the support desk, not the whole company.
stemmer: 4diskutér
The phone line closes at five and the emails start at five past
stemmer: 4diskutér
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
stemmer: 2diskutér
A customer who complains twice gets the same first reply both times
stemmer: 13diskutér
The chat bot deflects the easy questions and mangles the hard ones
stemmer: 1diskutér
Angry customers are moved to the back of the queue by the priority rules
I mean this shows up in the tags every month.
stemmer: 6diskutér
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
stemmer: 4diskutér
Refund policy is different on the website, in the app and in the script
stemmer: 2diskutér
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
stemmer: 9diskutér
Survey requests go out before the problem is solved
stemmer: 13diskutér
The knowledge base is written by people who have never taken a call
stemmer: 5diskuteres (1)
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
stemmer: 1diskutér
Managers see the dashboard, agents see the queue, nobody sees the customer
stemmer: 3diskutér
Outages are not announced, so support finds out from customers
stemmer: 1diskutér