It’s interesting how many teams focus only on replying fast, but forget about actually understanding what customers are trying to say. In one company I worked with, support agents answered quickly, yet the same issues kept coming back because no one looked at conversation patterns or feedback trends. Over time, this created frustration on both sides. Once we started paying attention to how messages were categorized, tracked, and analyzed, it became clear that speed alone doesn’t solve much. Real improvement starts when teams learn from conversations instead of just closing them as fast as possible.