CX: Improvement for the reply time & follow up

Objective: Improve the user experience

Last month key results:

  • Help category: The first reply is 2.4 hours.
  • Help category: Time to solve the issue is 3.9 days.

Length: 1 month

Key results:

  • Bug category: The first reply is below 2 hours.
  • Bug category: Time to solve the issue is below 4 days.

Resource: Peter, Chucky, Jamie, and Nathaniel

Note:

  • Experiment with 24/7 support
  • Track issues related to the app and the node (virtual/ physical)
  • Follow up pending issues
  • Support shipping/ return/ replace physical Node
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