THE QUESTION
Why do complaints keep rising while the product improves?
Group cards you judge alike. Groups organise reading; they decide nothing.
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Clusters form from similarity, names come last
Canonical order: link pairs of ideas you judge similar — links are symmetric (A~B is B~A; direction never matters) and a tie holds once 2 members make it.
why
Links are symmetric — A~B is B~A. Clusters are the groups that emerge from held ties, and only a formed cluster can be named, by a person. Your own links carry a ✕ to withdraw; you cannot remove someone else's. Clusters organise the wall and never gate the vote — two cards making the same CLAIM are a merge back in Clarify.
Links and names are made while Cluster is live; the steward’s ← reopens it.
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Agents are measured on tickets closed per hour
~ New agents take live … · helddiscuss
New agents take live tickets after three days of training
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Customers repeat their problem to every person they are passed to
Agents who take the time to fix a problem properly miss their numbers
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Complaints about one feature spike after every release
~ Most complaints are a… · helddiscuss
Most complaints are about waiting, not about the answer
~ Complaints about one … · helddiscuss
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Nobody from product reads the ticket tags
~ There is no way to te… · heldin focus ↑ · close ✕
There is no way to tell the product team what customers are asking for
~ Nobody from product r… · helddiscuss
· not yet clustered (19)
Managers see the dashboard, agents see the queue, nobody sees the customer
Promotions promise things support has not been told about
~ Billing changes are a… · helddiscussing (1)
Outages are not announced, so support finds out from customers
~ Billing changes are a… · helddiscussing (1)
The knowledge base is written by people who have never taken a call
~ The same question is … · helddiscussing (1)
Complaints are counted only when someone uses the word complaint
Refund policy is different on the website, in the app and in the script
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
Agents cannot issue a refund without a manager, and the manager is in meetings
Billing changes are announced to customers after they hit the invoice
~ Customers repeat thei… · held~ Promotions promise th… · held~ Outages are not annou… · helddiscuss
Staffing is planned on last year's volume
Survey requests go out before the problem is solved
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
Escalations go to a team that does not read the ticket history
The same question is answered a hundred times because the help page is wrong
Templates make every reply sound like nobody read the message
~ A customer who compla… · helddiscuss