PRIYANSHU KUMARPRIYANSHU KUMAR
(Case 02 / 07)A small shop in the UK

Customers asking in the wrong places 

ClientA small shop in the UK
WatchingEmail, reviews, social pages
Built byMe, alone
ReadJump to what went wrong ↓Jump to what went wrong ↓

(01) The problem

Customers wrote in many places. Email, reviews, social pages. Some asked for help. They never got an answer.

(02) What I built

I built software that reads all of those places. It pulls out the messages that ask for something. They go in one list, each with a link to where it was said.

Each alert arrives withThe messageWhere it was saidHow long it has waited
Messages arriving in three places at once: an inbox, a review site and a social page.
What it reads
One list of customer questions, each with where it was said and how long it has waited, including one marked not sure.
What a person receives

Both pictures are examples. The shape is what was built; every word and number in them is made up, because the real ones are not mine to show.

(03) What went wrong

It missed people who were upset but polite.

How I found out

I read every message it had thrown away. Some said things like I am sure you are busy. It had marked them as fine.

What I changed

I added a second check. Any question with no reply after one day goes on the list. Tone does not matter. When it is not sure, it says so instead of hiding the message.

(04) What happened

The polite ones now reach a person. The unsure ones are marked, not lost.

All cases01 Rules nobody had time to read01 Rules nobody had time to read02 Customers asking in the wrong places02 Customers asking in the wrong places03 Two lists that did not agree03 Two lists that did not agree04 Students translating the lecture in their heads04 Students translating the lecture in their heads05 Messages that only make sense together05 Messages that only make sense together06 Ad money going out with nothing coming back06 Ad money going out with nothing coming back07 A progress bar that proves nothing07 A progress bar that proves nothing
(Next case 03)A stock business in the USTwo lists that did not agree →Two lists that did not agree →