Objective: Improve the user experience
Last month key results:
- Bug category: The first reply is 2.4 hours.
- Bug category: Time to solve the issue is 3.9 days.
Length: 1 month
- Help category: The first reply is below 2 hours.
- Help category: Time to solve the issue is below 4 days.
Resource: Peter, Chucky, Jamie, and Nathaniel
- 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