Complaint to Commit
A customer reports a wrong word; a fix is drafted for approval.
The job
Turns exact content errors customers report (a mistranslated label, a dead link, out-of-date hours or fees, a policy sentence people misread) into a ready-to-approve change to code, web copy, SMS templates or policy text, and tells every reachable reporter when it goes live.
The moment
At 10:12 a social media post says the renewal button wrongly reads "Cancel".
The product owner asks the app to draft the fix. It produces a one-line change with the customer's post quoted in the margin, and a developer approves it.
Once the change is live, every reporter gets a WhatsApp message with before and after screenshots and "fixed today, thank you for telling us".
From first report to telling reporters took 4 hours 18 minutes, and 212 of 340 reporters were told. One replies: "you fixed it the same day?"
What it does
- Log a defect
- Draft the fix
- Approve the change
- Tell the reporters
- Open all reports of a defect
What you see
Code-review diff card (pull request, copy change or legal redline) with customer quotes in the margin and a shipped-and-told pipeline strip
What it moves
The median hours from a customer's first report to telling the reporter it's fixed, for each digital team, and the share of reporters who are told.
Built for
- Product & digital
- Compliance, complaints & legal
- CX leaders & VoC
