Complaint to Commit
A customer reports a wrong word; a fix is drafted for approval.
The job
Turn exact content defects customers report (a mistranslated label, a dead link, stale hours, an old fee, a misread policy sentence) into a ready-to-approve change in code, web copy, SMS template or policy text, and tell every reporter who can be reached when it ships.
The moment
At 10:12 a social post says the renewal button reads Cancel instead of Renew. The product owner clicks Draft the fix; the steps tick through, and the diff card fills with a one-line change and the post quoted in the margin. A developer taps approve; once the change is live, the reporter's phone buzzes with the WhatsApp every reporter gets: before and after screenshots and fixed today, thank you for telling us. The card reads First report to told: 4 h 18 m; told 212 of 340. One reply comes in: 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
Median hours from first customer report to reporter told per digital team, and the share of reporters told
Built for
- Product & digital
- Compliance, complaints & legal
- CX leaders & VoC
