CX: Improvement for the reply time & the result

Objective: Improve user experience

Last month key results: Fixed 96.15% (25/26) bugs raised by the community

Length: 1 month

Key results:

  • Bug category: The first reply is below 2 hours.
  • Bug category: Time to solve the issue is below 7 days.

Resource: Peter, Chucky, Jamie, and Nathaniel

Note:

  • Experiment with 24/7 support
  • Track issues related to the app and the node (virtual/ physical)
  • Support shipping/ return/ replace physical Node
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Proposal update August 2020

Key results:

1/ Bug category: The first reply is below 2 hours.

  • Result: 144 minutes ~ 2.4 hours.

2/ Bug category: Time to solve the issue is below 7 days.

  • Result: 3.9 days.

Comment:
1/ The first one is counted on Mon-Friday. So it doesn’t reflect well if the topic is created on the weekend.

2/ Those issues that over-extended (UTXOs issue, “Fix-it” message, etc…) are excluded until it is solved.
We can quickly handle those issues related to Shield/ Unshield/ Provide, UI/ UX, Trading, both in public topics or private messages. However, the issue requires much time to deploy a fix take for weeks/ or months.

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