Automations
Somebody said no. Now what?
Most systems collect a rating and put it in a chart. The useful behaviour is that a dissatisfied answer creates a follow-up with a named owner, because that customer is currently deciding something.
Negative feedback creates work
A follow-up task with an owner and a due date, not a row in a dashboard. This is the single highest-return automation in the product.
The account owner is told
For accounts with a named owner, dissatisfaction reaches them directly rather than being aggregated into a monthly satisfaction figure.
Partly is not fine
"Partly resolved" is treated as unresolved, because it means the customer is still carrying the problem and usually will not write again.
Automations
The rest of this area.
Narrow, legible rules for the handful of things worth automating.
Routing rules
Billing to Finance, technical to the right team, VIPs to their owner.
Escalation
What happens when something is about to go wrong.
Account alerts
Telling the account owner when their customer is in trouble.
Suggesting an incident
When several similar cases arrive together, propose grouping them.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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