ВОПРОС
Why do complaints keep rising while the product improves?
Сгруппируйте карточки, которые считаете похожими. Группы упрощают чтение и ничего не решают.
закрыто · назад к этапу «Действия»
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Кластеры возникают из сходства, названия появляются последними
Обычный порядок: связывайте пары идей, которые вы считаете похожими, — связи симметричны (A~B — то же, что B~A; направление не важно), а связь действует, когда ее делают участники: 2.
почему
Связи симметричны: A~B — то же, что B~A. Кластеры — это группы, которые возникают из действующих связей, и назвать можно только сложившийся кластер, причем делает это человек. У ваших собственных связей есть ✕, чтобы их отозвать; чужие связи удалить нельзя. Кластеры упорядочивают стену и никогда не ограничивают голосование — две карточки с одним и тем же УТВЕРЖДЕНИЕМ объединяются, и это делается на этапе «Пояснение».
Связи и названия создаются, пока идет этап «Группировка»; кнопка ← ведущего открывает его снова.
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
Пока ничего не сказано.
кластер без названия — дайте ему название, если у группы есть общая нить, или оставьте без названия (2)
Agents are measured on tickets closed per hour
~ New agents take live …New agents take live tickets after three days of training (16)
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)
кластер без названия — дайте ему название, если у группы есть общая нить, или оставьте без названия (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)
кластер без названия — дайте ему название, если у группы есть общая нить, или оставьте без названия (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)
кластер без названия — дайте ему название, если у группы есть общая нить, или оставьте без названия (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)
· пока не в кластере (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