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Feedback Loops to Content Engine

1. The "Double Loop" Concept​

Support is not just about Output (Fixing tickets). It is about Input (Improving the business). We operate on two loops:

  • Loop 1 (Fast): Solve the user's immediate problem.
  • Loop 2 (Slow): Fix the root cause so no one else has the problem.

2. Reporting Content Gaps (To System 05)​

  • Scenario: You answered a question, but there was no KB article for it.
  • Process:
    1. In HubSpot, tag the ticket Content Gap.
    2. Weekly Automation: System sends all Content Gap tickets to the Content Manager.
    3. Content Manager creates the new AKU.
    4. You get a notification when it's live (so you can use it next time).

3. Reporting Product Bugs (To System 04)​

  • Scenario: A feature is broken (Code bug), or a UX design is confusing users.
  • Process:
    1. Reproduce the issue. Record a Loom if possible.
    2. Create a Jira/Planner Task linked to the Ticket.
    3. Format: [BUG] - [Feature Name] - [Impact].
    4. Fulfillment Team triages the bug.
    5. When fixed, they comment on the Ticket. You notify the user.

4. The "Voice of the Customer" Report​

  • When: Monthly.
  • Who: Support Lead.
  • What: A summary of:
    • Top 5 Ticket Categories (Why are people contacting us?).
    • Top 3 Confusion Points (What docs are failing?).
    • Feature Requests (What do they want?).
  • Destinations:
    • Sent to [System 04 Fulfillment] for Product Roadmap.
    • Sent to [System 05 Content] for KB Strategy.

Related Documents: