Experience

Journey friction, effort, and customer-language evidence.

high

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

44 supporting records

CHAT-2026-02-0036chat · 2026-02-03
Self-service reset worked third attempt — agent monitored session
CHAT-2026-02-0029chat · 2026-02-05
Self-service reset worked third attempt — agent monitored session
HELP-2026-02-0006help · 2026-02-05
MFA device change required manual agent intervention

medium

Users request clearer explanations of fees and statements.

32 supporting records

CHAT-2026-02-0070chat · 2026-02-03
Charge description unclear on statement; agent clarified
HELP-2026-02-0035help · 2026-02-03
Invoice line item 'platform fee' not explained in documentation
CALL-2026-02-0017phone · 2026-02-04
Clarified platform fee breakdown for customer

medium

Navigation and self-service guidance are recurring needs.

38 supporting records

CHAT-2026-02-0038chat · 2026-02-03
Webhook setup steps not matching updated API documentation
CHAT-2026-02-0058chat · 2026-02-04
Webhook setup steps not matching updated API documentation
CHAT-2026-02-0065chat · 2026-02-04
Webhook setup steps not matching updated API documentation