Feedback
Once per problem, not once per reply.
Asked after resolution, once, through the channel the customer used. Asking after every interaction is how a company trains its customers to ignore it.
Per case, not per message
One resolution, one question. A long case with twelve messages produces one request, not twelve.
Not every case
Repeated contact from the same person in a week gets asked once. The point is to learn something, not to hit a survey quota.
One click, no login
Three buttons in the reply. Anything requiring a page load and a sign-in gets answered by the small minority who are already angry.
Feedback
The rest of this area.
One question, answered honestly, that creates work when the answer is no.
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.
Keep the mailbox you already use · The AI is never metered · [email protected]