Three Witnesses
When customers complain, ask the other sides, then show every testimony.
The job
Before a fix is assigned, collects the other sides' account of the same failure through their own support channels and lays the accounts side by side. Names the true cause, often the platform itself, and tells every witness what their account changed.
The moment
Diners complain about late orders and blame the rider. Before a fix is assigned, riders and restaurants are asked for their side through their own support channels.
Three accounts appear side by side. Riders say "we wait 20 minutes at the kitchen". Restaurants say the platform's new dispatch sends riders before the food is cooked.
The verdict names the platform's own dispatch rule as the cause.
The room watches 214 thank-you WhatsApps to riders and restaurants tick to sent. Late-order complaints fall the week the fix ships.
What it does
- Ask each other side
- Place a voice callback
- Confirm or exclude a stance
- Route the fix
- Thank every witness
- Link to the case
What you see
Three-panel testimony comic with a verdict card and a thank-you send
What it moves
The share of incidents where the true cause was found before a fix was assigned, the volume of the customer complaint topic after the fix, and how many witnesses were told.
Built for
- Operations
- CX leaders & VoC
- Frontline staff
