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This ticket began as a simple rewards points issue (“customers not receiving points for reviews”) and evolved into a broader dissatisfaction with Stamped’s support experience—specifically the chatbot’s responsiveness, inconsistent communication, and lack of clarity around ownership.
The merchant’s frustration escalated mainly because:
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So that specific ticket was actually handled, the customer didn't understand the way the bot works, and I'll admit that screenshot is a little confusing/misleading.
That ticket is currently on-hold:Â https://stampedsupport.zendesk.com/agent/tickets/364048
I sent them a long explanation of how the chatbot functions. In this scenario, Nirans’ shift had already ended when they sent those messages. Joel was then assigned the ticket. A lot of the confusion is in how we respond; oftentimes, we respond to a Messaging ticket via Email. When that's done, it won't show up in the web widget chat thread, so if they don't check their email, it may seem as if they're being ignored.
In the first few weeks of the bot, we learned that there was some confusion in the UX so we implemented some updates (like below) to make it more clear. But still even with this, Cirque was still confused.
Times are in PST Ticket: https://stampedsupport.zendesk.com/agent/tickets/364048
| Date | Event | Source | Team/System | Notes/Steps |
|---|---|---|---|---|
| Sept 17th 1:55 PM | Customer reaches out | Messaging Bot | ChatBot | Asks directly for a person, gives no context |
| Sept 17th 11:26 PM | Niran Responds | Messaging | Niran | Asks for information as customer just asked for a person with no details. |
| Sept 17th 11:33PM | Elvis adds internal note | Internal Note | Elvis | Combined tickets as Andrea sent an “intro” email for the Success Manager. |
| Sept 22nd 2:06 PM | Customer follows up | Messaging | Dcastro | Sends details regarding their issue related to points not being delivered |
| September 23rd 12:36 AM | Niran Responds | Messaging | Niran | Asks for more details/examples of customers so we can investigate |
| September 23rd 7:58 AM | Customer responds 4 times | Messaging | Dcastro | Adds more context and follows up 3 more times an hour later |
| September 23rd 10:54 AM | Blake shares internal note and reassigns ticket to Joel | Internal Note | Blake | Shared link to related slack thread discussing this from Lisa: https://stampedhq.slack.com/archives/C01CUJ5F7GS/p1758646407608329 |
Customer seems to think messaging is more like live-chat. | | September 23rd 12:03 PM | Joel Investigates and responds. | Email | Joel | Determines that it needs escalation to seniors | | September 25th 10:05 AM | Customer responds | Messaging | Dcastro | Says they’re still waiting seemingly confused as if we hadn’t responded | | September 25th 10:40 AM | Customer Responds | Email | Dcastro | Notices Joels email responses and thanks us for the feedback | | September 25th 2:24 PM | Joel Responds | Email | Joel | Follows up with more context and again reiterates that we’ll be having the senior team investigate | | September 29th 3:45 PM | Customer asks for update | Email | Dcastro | Joel is OOO, ticket doesn’t get a response | | September 30th 9:45 AM | Customer asks for updates twice | Email+Messaging | Dcastro | It’s a Holiday, ticket doesn’t get a response. | | October 1st 7:33 AM | Kristyn reached out | Email | Kristyn | Reiterates that she escalated their issue back on the 25th and that we’re still investigating. | | October 1st 7:44 AM | Customer follows up | Email | Dcastro | Customer mentions that Messaging doesn’t seem to work | | October 1st 8:08 AM | Kristyn Follows up | Email | Kristyn | Flags feedback to support re bot issues | | October 2nd 8:36 AM | Joel responds | Email | Joel | Mentions we’ll investigate the bot and lets them know seniors are still investigating other issue | | October 2nd 8:38 AM | Customer follows up | Email & Messaging | Dcastro | They ask for assistance on unrelated task & test the bot saying it’s not working. | | October 2nd 10:38 AM | Blake Responds | Email | Blake | Educates the merchant on how the bot/messaging function, nothing is broken. | | October 2nd 11:03AM | Joel Responds | Email | Joel | Follows up regarding their new question from earlier today | | No further comms | | | | | | | | | | |