See earlier conversations, spot recurring issues and check calls against your playbook. Keep the answers your whole desk needs in one place.
Ask what was tried, what is still unresolved and what your team should do next. Bring calls, visits and email into the same answer.
What have we already tried for Helios?
A manual re-run brought the invoices through last time, but Helios says the issue has returned.
15 Sep: three invoices were missing.
30 Sep: a manual sync brought the invoices through.
14 Oct: Helios reported the same problem again.
A different colleague picks up. The customer repeats the issue, and your desk repeats the investigation.
Open the customer’s record for earlier summaries, outcomes and the source conversation, including the workaround already tried.
“The invoice sync dropped three invoices again.”
Re-run the sync manually to bring in the missing invoices.
“The invoice sync missed the month-end invoices again. Running it manually brought them through.”
“The invoice sync failed again at month end, third time.”Customer · 22:14
When similar problems reach different colleagues, nobody sees how often customers are bringing them up.
Track phrases across your team’s conversations. Open any week to read what customers said, and have the report emailed on your schedule.
“The invoice sync dropped three invoices again”call · 15 Sep
“The invoice sync dropped them, so finance re-keyed the invoices by hand”call · 16 Sep
“The invoice sync shows them paid here, unpaid there”call · 17 Sep
“Invoice sync error, third week running”email · 18 Sep
When QA depends on manual listening, gaps in the support process can stay hidden.
Choose which calls the playbook covers. See which steps are missed most often, then open the conversations to review what happened.
“When will I hear back from you?”Support
“I’ll ask the team and get back to you.”
A customer follows up by email after an on-site visit. The colleague answering needs to know what was already tested.
Connect your phone system and mailboxes, and record in-person meetings on a phone. Read the full customer history in date order.
Connected the finance system and configured the invoice sync.
“The finance connection is in place. We’ll test the invoice sync when I’m on site.”
Tested the sync. One invoice was held back.
“The other invoices have come through. This one is still held back after the sync.”
Marlow follows up on the invoices missing after the test.
“The invoice sync has not updated our payment status. Can you confirm which invoices were left out in the test?”
A colleague finds a workaround on a customer call. The next person needs the answer, but has to ask around.
Choose a clip, add a title and description, and save it to a shared Academy folder. Your team can open the original advice when the issue comes up again.
Run the export after the sync finishes.
Marlow · Call · 29 Oct · Erik“Wait for the sync to finish, then run the export again. That brings through the updated invoice status.”
Practical ways your team can prepare, decide and follow through.
Product sees recurring issues. Customer success sees the account history. Leadership sees patterns across customers, with access controlled for each viewer.
14 conversations · 11 calls, 2 emails, 1 video meeting
“The invoice sync failed again at month end, third time.”
ProductInvoice sync: 14 of 26 mentions came through Support.
Sep–Nov · Across Support, Customer success and SalesExplore product
Customer successHelios reported the same issue on three support calls.
15 Sep · 30 Sep · 14 OctExplore customer success
LeadershipFour customers raised invoice sync in the same week.
Week of 15 Sep · SupportExplore leadershipStart with one recurring customer issue. See its conversation history, the pattern across accounts and the answers your team can reuse.
