The comment spike
The serum launch reel received 214 comments after a shipping delay: 63 order questions, 18 pump bottle complaints and 133 comments of praise, tags and product questions.
| Topic | Comments | Route |
|---|---|---|
| Order questions | 63 | Marlowe support |
| Pump bottle complaints | 18 | Marlowe product team |
| Other discussion | 133 | Larkfield community queue |
Response rules
Kaya used a response template approved by Noa. Order questions went to Marlowe support, and product complaints were logged for the product team. Larkfield did not promise an order resolution in a public reply.
- SortTag the comment topic
- RouteSupport or product team
- ReplyUse approved language
- ReviewWeekly digest
What changed
Median first reply time was 2 hours before the spike, rose to 9 hours during it, then returned to 3 hours after the response template and routing were in place.
Follow through
Noa requested a weekly digest by comment topic. Dario owns its setup after the next calendar is approved; support and product teams keep ownership of their cases.