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Why do complaints keep rising while the product improves?
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perché
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unita "People are angrier about how l…" → "Most complaints are about wait…"
A customer who complains twice gets the same first reply both times
Ancora nessun intervento.
Escalations go to a team that does not read the ticket history
Staffing is planned on last year's volume
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
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Complaints about one feature spike after every release
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Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
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The phone line closes at five and the emails start at five past
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
A customer who complains twice gets the same first reply both times
The chat bot deflects the easy questions and mangles the hard ones
Agents are measured on tickets closed per hour
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Angry customers are moved to the back of the queue by the priority rules
I mean this shows up in the tags every month.
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
There is no way to tell the product team what customers are asking for
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Agents who take the time to fix a problem properly miss their numbers
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Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
Refund policy is different on the website, in the app and in the script
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
Survey requests go out before the problem is solved
The knowledge base is written by people who have never taken a call
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
Nobody from product reads the ticket tags
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Managers see the dashboard, agents see the queue, nobody sees the customer
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
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Outages are not announced, so support finds out from customers