Why people contact you.
WHAT DRIVES VOLUME
Product defects Confusing interfaces Missing or wrong documentation Unclear communication Billing surprises Outages
WHY THAT ORDER MATTERS
Most volume is avoidable, and the avoidable part is the largest.
WHAT TO DO
Rank categories by volume, and address the top ones.
WHAT ADDRESSING MEANS
Fixing the product, not writing a better template.
WHY
A template answers faster; a fix removes the question.
WHAT TO LOOK FOR
Questions asked by many customers Tickets about the same screen Repeated confusion about the same term
WHAT A SPIKE INDICATES
A release, a communication, or an outage.
WHAT TO DO ABOUT RELEASE SPIKES
Review what changed, and whether it was communicated.
WHAT TO DO ABOUT BILLING SPIKES
Check whether an invoice or renewal notice was unclear.
WHY BILLING SPECIFICALLY
It generates disproportionate anger and disputes.
WHAT TO PRESENT TO THE PRODUCT TEAM
The top drivers, with volume and cost.
WHY WITH COST
It is what makes the case for fixing them.
HOW TO ESTIMATE COST
Tickets multiplied by average handling time, valued.
WHAT TO TRACK AFTERWARDS
Whether the fix reduced the volume.
