Operations · ML
Mine the support inbox for the next quarter's fixes
Top 5
Your support inbox is the cheapest research panel you own, and most of it is never read twice. This engagement turns a year of complaints into a ranked, owned backlog for the next quarter.
The process
Pull the raw conversations
Tickets, chat transcripts and post-purchase messages exported with product, order value and channel attached to each thread.
Cluster by complaint theme
Embeddings and topic clustering group the same grievance across wording, language and channel — sizing, delivery, returns, a specific SKU defect.
Cost each theme
Every cluster costed by volume, handling time and associated refunds, so the ranking reflects money rather than loudness.
Convert to an owned backlog
The top themes written as specific fixes with a named owner in product, operations or content — not a summary slide.
Re-run and compare
The clustering repeats next quarter against the same taxonomy, so a shipped fix has to show up as a shrinking cluster.
What we need from you
- Twelve months of support conversations
- Order and refund data to join on
- One accountable owner per functional area
What you get
- Complaint theme taxonomy with volumes
- Cost-ranked theme list
- Quarterly backlog with named owners and a re-measurement plan
Timeline
Three to five weeks for the first pass.