Latest / The Operator's Manual with Fexingo: Daily Decisions, Tactical Wins, and Business Execution
How a Single Question Cut IT Support Tickets 70 Percent
In this episode, Lucas and Luna explore a deceptively simple operational fix at a mid-sized SaaS company called CloudHive. After a three-month data deep dive, the VP of Customer Experience noticed that 70 percent of support tickets followed a pattern: users couldn't find a feature that already existed. Instead of building a new onboarding tutorial or hiring more support staff, they added one question to the user's first login screen: 'What is your primary goal today?' with five dropdown options. If a user selected an option that matched an existing feature they hadn't…
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