PITANJE
Why do complaints keep rising while the product improves?
Potrošite nalepnice na ono što je najvažnije. Ideja sa dokazom može da zauzme rezervisano mesto.
zatvoreno · nazad na fazu Akcije
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Vaš broj nalepnica
Jedna po ideji, ukupno 5. Najmanje jedan glas.
Rezervisana mesta za previđene ideje: 5 — nominujte jednu uz link, i ona se računa kada se dovoljno ljudi (2) složi da je izvor relevantan.
zašto
Kada se faza zatvori, jedan nominovani ulazi slučajnim izvlačenjem, a ostali po broju nominacija, najviše jedan po klasi zainteresovanih strana. Model proverava samo da li stranica govori o istoj temi — nikad da li dokazuje tvrdnju. Ta procena pripada sobi, a nominacija iza koje niko drugi ne stoji ne dobija mesto.
KLASTER 1
Agents who take the time to fix a problem properly miss their numbers
glasova: 5diskutuj
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
glasova: 11diskutuj
KLASTER 2
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
glasova: 0diskutuj
Agents are measured on tickets closed per hour
glasova: 0
↳ nominovano za rezervisano mesto: https://example.org/ops-incident-review.pdf could not read it (HTTPError) podrška: 1 od 2
diskutujKLASTER 3
Complaints about one feature spike after every release
glasova: 12diskutuj
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
glasova: 15diskutuj
KLASTER 4
There is no way to tell the product team what customers are asking for
glasova: 0diskutuj
Nobody from product reads the ticket tags
glasova: 7diskutuj
VAN KLASTERA
Escalations go to a team that does not read the ticket history
glasova: 6diskutuj
Staffing is planned on last year's volume
glasova: 1u fokusu ↑ · zatvori ✕
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
glasova: 6diskutuj
Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
glasova: 1diskutuj
The best agents leave within a year
Scope: the support desk, not the whole company.
glasova: 4diskutuj
The phone line closes at five and the emails start at five past
glasova: 4diskutuj
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
glasova: 2diskutuj
A customer who complains twice gets the same first reply both times
glasova: 13diskutuj
The chat bot deflects the easy questions and mangles the hard ones
glasova: 1diskutuj
Angry customers are moved to the back of the queue by the priority rules
I mean this shows up in the tags every month.
glasova: 6diskutuj
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
glasova: 5diskutuj
Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
glasova: 4diskutuj
Refund policy is different on the website, in the app and in the script
glasova: 2diskutuj
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
glasova: 9diskutuj
Survey requests go out before the problem is solved
glasova: 13diskutuj
The knowledge base is written by people who have never taken a call
glasova: 5diskusija (1)
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
glasova: 1diskutuj
Managers see the dashboard, agents see the queue, nobody sees the customer
glasova: 3diskutuj
Outages are not announced, so support finds out from customers
glasova: 1diskutuj