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1.) Escalation Support Teams - is essential in determining customer pain points by completing the Customer Pain Points Taxonomy
2.) Step to the correct process description of the customer pain points journey;
* Issues are escalated to the appropriate support team.
* Support teams resolve the issues and submit the Customer Pain Points
Taxonomy.
* CPP identifies themes and trends from those reports and investigates the is
sues in depth.
* CPP shares investigation findings with applicable LOBs and Customer
Advocacy (CAT).
* CAT reviews the investigation findings and develops a resolution and
action plan.
Additional Insights and Severe Issues Indicator
There is also an optional section at the end of the taxonomy to add additional insights or to notate if the issue is severe and needs quicker investigation, based on your support team. This section will be reviewed and processed by the CPP team.
Mobility BPO support agents using Bliss, Greenlight Experts, and Merchant support agents using Salesforce will be provided with a free form text box to provide any additional insights that may be helpful for improving support logic and processes, as shown below.
- Agents should use the following guidance on completing this section:
Effective Insights
Information is different from what is in the dropdown answers.
Information is related to a trend and would provide clear insight or call for action from a Program Team member.
Examples:
Earner doesn’t know how to identify the gear icon within the driver app.
Earner is misunderstanding the 6-digit verification process.
Ticket was in a black hole in the queue.
Ineffective Insights
Vague and inactionable responses
Describing actions taken
Including personal identifying information
Examples:
Known issue
Routing war/incorrect routing
I called the Earner
Policy flex $20
Changed email from
xx@ to yy@
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- Severe Issues Indicator
Mobility COE support agents using Bliss will be provided with an indicator that they can select if they believe the contact shows a severe problem that warrants quicker investigation, as shown below.
Agents should use the following guidance on completing this section:
This should only be used if the contact shows a severe problem. Severe means you have reason to believe that this could potentially be a large problem for our customers or the Uber brand.
Consider the following questions when determining if the contact is severe.
Does it look like something major is broken?
Yes:
Earner is receiving negative earnings on the app (aka, being charged to drive).
Riders across NYC are not receiving the UberX option.
Earner is receiving another earner's 1099 and PII.
Tipping functionality not available for riders/eaters.
No:
Unresolved OC KI posts.
BGC ongoing for 30+ days.
Customer still paying for UberOne even after customer cancelled.
Customer threatens to hire a lawyer.
Customer threatens to go to social media/press.
Did our logic or algorithm create a paramount error impacting the customer experience in a serious way?
Yes:
Driver sent to rider's final destination instead of pick-up location.
Rider unable to match with driver or receiving same driver they previously were told they would not be matched with.
No:
Quest promotion is not applying.
Gift cards not working as expected.
Trip ended early due to rider accidentally cancelling.
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How to complete the Customer Pain Points Taxonomy:
Q1: Is the reason for escalation related to an issue with the Support Logic?
- Attempt to locate a KB page for the topic and a step for the exact issue.
Q2: Do the talking points or saved replies in the most direct support logic FAIL to truly
- After locating the KB step for the issue, read the talking points and the saved reply.
Q3: Is there a frontline agent on this ticket who would benefit from coaching?
- Read through all messages. Check for agent actions that did not follow the Support Logic.
Q4: Is the reason for escalation due to a bug or missing functionality on the app?
- Read messages from customer. Check if they are claiming the Uber app is not working.
Q5: Is the escalation due to the customer complaining they waited too long for resolution?
- Read messages from customer describing escalation. Check for mention of amount of time.
Q6: Is the escalation related to the customer not providing required information?
- Read customer and agent messages. Check for mention of needing additional information.
Q7: Is the escalation related to a risk note, risk tag, and/or risk status on the account?
- Read message explaining escalation. Look through the notes, tags, and account status.
Q8: Was the support interaction impacted by issues with a required tool?
- Read through entire interaction. Check if required tools were used or attempted to be.
Q9: Is the customer pushing back on the policy behind the outcome of the interaction?
- Read through entire interaction. Check if customer reopened the ticket to disagree.Shared snapshot