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Operations and support teams

Complaints that reach whoever can fix them

Connect the support desk, the returns log and the survey verbatims. The same clustering runs every month, and last month's clusters are checked for recurrence rather than forgotten.

The week this replaces

Complaints arrive in four places and get answered one at a time, so nobody sees that forty of them are the same complaint.

The team that could fix the cause never hears about it, because the ticket closes the moment the customer is placated.

Last quarter's fix was declared a success and nobody ever checked whether the same thing came back.

What are people actually complaining about this month, and did last month's fixes hold?

Three clusters cover 61 percent of the month. Packaging damage on the 5kg pack is the largest at 214 mentions, up from 190, and that one was supposedly fixed by the March carton change, so it has come back. Delivery window misses fell from 180 to 41, so that fix held. The third cluster, 96 mentions about the returns portal timing out, is new and has nobody's name against it.

Packaging damage
Returns portal
Delivery windows
Illustrative conversation. On your data every answer carries sources you can open, and every query is read-only.
  1. AnsweredThree clusters covering most of the month, with the one that came back named as having come back
  2. ActedOpened a ticket per cluster, routed to the owner named in the escalation sheet
  3. HeldEmailing the 214 affected customers waits for you. Nothing was sent.
  4. WatchingEvery cluster carries forward, so next month says whether it moved or repeated

Three minutes, 28 credits, across 1,940 complaints from three systems.

And then it keeps running

“Cluster last month's complaints, returns and survey verbatims. Route each cluster to the owner in the escalation sheet. Check every cluster raised in the previous three months and say plainly which ones recurred. Do not contact any customer.”

First Monday, monthlyCeiling: ask before acting
Connects toPostgreSQLREST APIGoogle Sheets
Doing the workRecurring analysisRestatement trackingTicket routing
Try it in the demoRun it on your data

Where this goes

Governed autonomy

Work that runs without you, inside limits that only ever narrow, with a record of what it did, what it refused, and what it would not do without asking. Everything on this page is one step toward that.

How it works