Stop words from customer support. Friday question

Question

Technical support

There are large software/hardware systems that are used by a large number of people. People naturally have questions about these systems and system owners have to create user support services.

To evaluate the performance of these services, in my understanding, the number of closed questions and the closing time are used.

But does the support services check (perhaps automatically) the answers of specialists? For example, the word “probably” is written in the answer, should such answers be passed to the user? Or maybe such “probable” answers are collected and at certain points they deal with support service specialists?

A couple of stories from life
1. Question to the provider: the Internet does not work well. Answer: There is probably a problem with your hardware.
If such "probable problems" becomes more than a certain threshold, then maybe it's worth replacing the answer with another one and checking your equipment?

2. Question in support of billing: I do not see such and such data in the system. Answer: It's probably because you have...
What does "probably" mean? When it comes to money, it's very frustrating to know that something "probably" could happen to them in this system.

Actually the question from the title: is there an analysis of the responses of the user support service? Or is the appeal closed and becomes a simple number in the reports?

Answer 1

In fact, this is a question of the attitude of a particular manager of a particular project to his project as a whole. With a large number of projects, constant in-depth analysis is hardly possible, especially since the word “probably” does not mean the solution or non-solution of the client’s issue - you have to read everything. The standard approach is that people who monitor (both support messages, calls, and some external public resources) catch negative reviews, and the manager, based on the user’s communication history, evaluates the quality of the support employee’s work and, if necessary, takes action. You can hardly go far on simple numbers, especially if you are not a natural monopolist, but a startup.

Answer 2

Probably is an introductory word that does not necessarily mean probability. By the way, it is separated by a comma. Americans generally use a huge amount of introductory constructions and all sorts of rubbish inserts in speech and texts, and that's okay ...

Answer 3

"Probably" means - we do not have complete information and we do not want to be rude to you.
A well-built call center has a specially thought-out conversation algorithm for almost any situation. But in general, the word "probably" is not recommended in general practice, it calls into question the competence of the operator, which can lead to the subscriber sitting on it. This also applies to synonymous words such as “most likely” or “try to check on your part.”
For monitoring, it is best to use the check of unresolved issues, that is, the number of repeated calls of this subscriber. You can also enter a separate tab in the database of calls “ the issue is not resolved" with an indication of the reason. It is also possible to conduct external monitoring under the pretext of “resolving repeated appeals”
If you work in a call center system, then I recommend removing such words from the lexicon completely, it will only harm the operators, if you are a subscriber, then hang up and call back, there is an option that you will come across an operator with extensive experience in solving such issues.