Customer Feedback Analysis (Last 90 Days)
Top Issues
- Search Functionality Issues: Not finding expected results (127 tickets, 28% of total volume). High impact - affects core product value. Root cause: Insufficient content indexing and lack of synonym recognition in search algorithm. Average resolution time: 45 minutes
- Integration Setup Difficulties: Google Workspace connection problems (89 tickets, 19% of volume). Medium-high impact - blocks initial implementation. Root cause: Complex permission requirements and unclear setup documentation. Average resolution time: 2.3 hours
- Performance Issues: Slow response during peak hours (67 tickets, 15% of volume). Medium impact - affects user experience but doesn't block functionality. Root cause: Database query optimization needed, insufficient caching. Average resolution time: 15 minutes
- Mobile App Sync: Delays between desktop and mobile versions (54 tickets, 12% of volume). Medium impact - creates confusion but workaround available. Root cause: API rate limiting and sync queue bottlenecks. Average resolution time: 30 minutes
Proactive Solutions
- Immediate Actions: Create guided integration setup wizard (2-week sprint), optimize top 10 database queries (1 week), update search help documentation with examples, monthly customer success webinars
- Long-term Improvements: Implement semantic search capabilities (Q1 roadmap), redesign mobile sync architecture (Q2 roadmap), consolidate setup guides into single workflow, add troubleshooting chatbot
Success Metrics
Target: Reduce search-related tickets by 50%, decrease integration setup time by 60%, improve customer satisfaction score from 4.2 to 4.7. Review monthly with quarterly product improvements.
