THE QUESTION
Why do complaints keep rising while the product improves?
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why
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merged "People are angrier about how l…" → "Most complaints are about wait…"
Managers see the dashboard, agents see the queue, nobody sees the customer
True for chat, less for phone.
Managers see the dashboard, agents see the queue, nobody sees the customer
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
cluster 2discuss
Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
Outages are not announced, so support finds out from customers
Agents who take the time to fix a problem properly miss their numbers
cluster 1discussing (1)
The knowledge base is written by people who have never taken a call
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
Refund policy is different on the website, in the app and in the script
Complaints about one feature spike after every release
cluster 3discuss
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
cluster 3discuss
A customer who complains twice gets the same first reply both times
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
I mean this shows up in the tags every month.
Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
Staffing is planned on last year's volume
Nobody from product reads the ticket tags
cluster 4discuss
Survey requests go out before the problem is solved
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
cluster 1discuss
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.
Escalations go to a team that does not read the ticket history
Agents are measured on tickets closed per hour
cluster 2discuss
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
There is no way to tell the product team what customers are asking for
cluster 4discuss