问题
Why do complaints keep rising while the product improves?
把你认为相似的卡片归为一类。分类只为方便阅读，不决定任何事。
已关闭 · 返回行动阶段
正以访客身份查看。输入用户名即可加入并参与。
先按相似性形成类别，最后再命名
标准顺序：把你认为相似的想法两两关联——关联是对称的（A~B 即 B~A；方向无关紧要），一条关联在 2 名成员做出后成立。
为什么
关联是对称的——A~B 即 B~A。类别是从成立的关联中自然形成的分组，只有已形成的类别才能被人命名。你自己的关联带有 ✕，可以撤回；你不能移除别人的。类别只用于整理墙，从不限制投票——两张提出相同主张的卡片属于澄清阶段的合并。
关联和命名只能在归类阶段进行；主持人的 ← 可以重新开启它。
未命名类别 ——如果这一类有共同主线就为它命名，否则保持未命名 (2)
Agents are measured on tickets closed per hour
New agents take live tickets after three days of training
~ Agents who take the t…Agents who take the time to fix a problem properly miss their numbers (14)
~ Agents are measured o…Agents are measured on tickets closed per hour (16)
未命名类别 ——如果这一类有共同主线就为它命名，否则保持未命名 (2)
Complaints about one feature spike after every release
~ Most complaints are a…Most complaints are about waiting, not about the answer (16)
Most complaints are about waiting, not about the answer
~ Complaints about one …Complaints about one feature spike after every release (16)
未命名类别 ——如果这一类有共同主线就为它命名，否则保持未命名 (2)
Nobody from product reads the ticket tags
~ There is no way to te…There is no way to tell the product team what customers are asking for (17)
There is no way to tell the product team what customers are asking for
~ Nobody from product r…Nobody from product reads the ticket tags (17)
未命名类别 ——如果这一类有共同主线就为它命名，否则保持未命名 (2)
Customers repeat their problem to every person they are passed to
~ Billing changes are a…Billing changes are announced to customers after they hit the invoice (15)
~ Agents who take the t…Agents who take the time to fix a problem properly miss their numbers (21)
Agents who take the time to fix a problem properly miss their numbers
~ Customers repeat thei…Customers repeat their problem to every person they are passed to (21)
~ New agents take live …New agents take live tickets after three days of training (14)
· 尚未归类 (19)
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
Promotions promise things support has not been told about
~ Billing changes are a…Billing changes are announced to customers after they hit the invoice (15)
The best agents leave within a year
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
A customer who complains twice gets the same first reply both times
~ Templates make every …Templates make every reply sound like nobody read the message (18)
~ The same question is …The same question is answered a hundred times because the help page is wrong (17)
The chat bot deflects the easy questions and mangles the hard ones
Angry customers are moved to the back of the queue by the priority rules
The same question is answered a hundred times because the help page is wrong
~ The knowledge base is…The knowledge base is written by people who have never taken a call (12)
~ A customer who compla…A customer who complains twice gets the same first reply both times (17)
Agents cannot issue a refund without a manager, and the manager is in meetings
Refund policy is different on the website, in the app and in the script
Templates make every reply sound like nobody read the message
~ A customer who compla…A customer who complains twice gets the same first reply both times (18)
Survey requests go out before the problem is solved
The knowledge base is written by people who have never taken a call
~ The same question is …The same question is answered a hundred times because the help page is wrong (12)
Billing changes are announced to customers after they hit the invoice
~ Customers repeat thei…Customers repeat their problem to every person they are passed to (15)
~ Outages are not annou…Outages are not announced, so support finds out from customers (12)
~ Promotions promise th…Promotions promise things support has not been told about (15)
Managers see the dashboard, agents see the queue, nobody sees the customer
Outages are not announced, so support finds out from customers