Triage support inbox
Ритм: 2 раза в день
Владелец: support
Every payment, access and privacy issue has a status.
операторский ритм
Support rhythm
Когда и как проверять клиентские проблемы: lost links, refunds, payment gaps, privacy deletion и repeated confusion.
Поддержка должна быть ранним дымовым датчиком продукта, а не только почтовым ящиком с извинениями.
Cluster complaints
Ритм: еженедельно
Владелец: support
Repeated issues are grouped by route, flow and user intent.
Rewrite one macro
Ритм: ежемесячно
Владелец: support
One macro becomes shorter, kinder and more specific.
Triage order
Самые опасные письма идут первыми.
- Privacy deletion and data concern.
- Payment succeeded but reading access failed.
- Double charge, refund, angry confusion, login issue.
Product handoff
Поддержка отдаёт не эмоцию, а наблюдение.
- Route where confusion happened.
- Exact promise user misunderstood.
- Suggested page, macro or flow fix.
тревожные сигналы
- A user says they felt pressured or frightened.
- Refund request mentions unclear expectations.
- Support manually fixes the same flow every week.
передача дальше
- Support rhythm feeds content governance, analytics and experiments.
- Urgent support items can stop an experiment immediately.
связанные двери