Find out how each support conversation ended and what is still owed

Fields

• Channel (email, web chat, chat app, SMS, call)
• The whole conversation, oldest message first

Questions

1. At the end of the conversation, what is the state of the customer's request? Choice

   • Customer confirms resolved The customer says or clearly shows the issue is resolved or the answer was enough.
   • Agent says resolved, customer has not confirmed An agent says the issue is handled and the customer does not confirm it.
   • Unresolved The conversation shows the request was not resolved.
   • In progress The conversation ends with work evidently still going on.

2. How satisfied does the customer say they are with how the contact was handled? Scale

   Judge the customer's own words about the handling, not their feelings about the underlying problem, and not your view of the agent.

   • Very dissatisfied Clear anger or dissatisfaction, or the customer calls the handling unacceptable.
   • Dissatisfied Mild dissatisfaction or lingering frustration with the handling.
   • No view expressed The customer says nothing about the handling.
   • Satisfied Mild satisfaction, such as saying the reply helped.
   • Very satisfied Clear thanks for resolving it, or praise for the handling.

3. Does the customer express dissatisfaction with the service, the product or how they were treated? Yes / No

   Reporting a fault neutrally is not in itself a complaint. Yes: The customer expresses dissatisfaction. No: The customer reports or asks without expressing dissatisfaction.

4. Does the customer say they contacted the company before about this same unresolved issue? Yes / No

   Yes: The customer refers to an earlier call, chat, email or ticket about this same issue that did not resolve it. No: No such earlier contact is mentioned, or it was about something else.

5. Does the customer say they intend to close their account, leave or stop using the service? Yes / No

   Exclude intentions that are hypothetical, conditional on something that has not happened, or withdrawn later in the conversation. Yes: The customer states an actual intention to leave or close the account. No: No such intention appears, or it is hypothetical, conditional or withdrawn.

6. Does the customer ask for a manager, a supervisor or the formal complaints process? Yes / No

   Yes: The customer explicitly asks to escalate or for someone more senior. No: No such request appears.

7. Did an agent make a specific promise that the conversation does not show as kept? Yes / No

   Promises include calling back, sending something, checking or investigating, passing to a team, or paying or refunding. Yes: A specific agent promise appears and nothing in the conversation shows it was kept. No: No specific promise was made, or every promise is shown as kept.

8. How did the customer's tone change from the start of the conversation to the end? Choice

   • Improved The customer is noticeably calmer, warmer or more satisfied at the end.
   • Unchanged The customer's tone is broadly the same at the end as at the start.
   • Worsened The customer is noticeably more frustrated or angry at the end.

9. Which single action should the company take next? Choice

   Look at where the conversation has got to by its end and choose the action that should happen first.

   • Follow up Work remains for the company and no follow-up is already arranged.
   • Wait for the customer Progress depends on the customer sending something or doing something.
   • Wait for a third party Progress depends on a bank, payment provider, game supplier or other outside party.
   • Escalate The customer asked to escalate, or the conversation shows a failure serious enough for a team leader.
   • Route to another team The request belongs to a different team from the one handling it.
   • Close The request is complete and nothing further is needed.

Lens columns

resolution, resolution_probability, customer_satisfaction, customer_satisfaction_average, complaint, complaint_probability, repeat_contact, repeat_contact_probability, leaving_intent, leaving_intent_probability, escalation_request, escalation_request_probability, open_commitment, open_commitment_probability, sentiment_change, sentiment_change_probability, next_action, next_action_probability