There once lived some support folks that were borderline obsessed with the quality of their conversations with customers.
One of them may have been a marketing guy. And a developer. The walrus and the Trans Am are definitely unrelated.
…but quality of the conversations was not quite what it should have been.
So they tried obsessing about CSAT and NPS - that didn’t really work.
Eventually, after many trials and tribulations, they understood that there is only one person that knows what is good, bad, right and wrong for you and your customers - you.
Clearly many have had this epiphany before and there are tons of great tools, processes and advice out there for doing internal ticket reviews... OH... ok.
…team leaves day jobs to build the tools themselves.
So here we are. A special thanks is owed to the Support Driven community - we would not be here without you.