In Japan, we have an expression "A customer is a god." Inquiries from customers might be literally "voice of gods." At least, there are large differences between such customers and others who leave things they do not understand.
Many companies set up a support center to deal with complaints of customers. Such a support center may be a call center or an inbound e-mail correspondence team. This "activity to meet complaints" is, seen from another angle, a "Process that enables us to list pieces of information which are not well informed to customers".
<Figure 1>
The reasons why customers are not well informed are various.
Anyhow, "listing of pieces of information that are not well transmitted to customers" can be a stepping stone to identify the causes.
In my considered opinion, there are important tips in inquiries within the companies, too. Probably, "things to be announced inside the company" should include "things to inform customers of." If we can make a list of "the thing to be announced in the company," it is very useful to secure the completeness of "things to be transmitted to customers." That is to say, it is more likely that "lack of information" can be avoided.
If necessary, one can receive suggestions (T1), undergo evaluations (L1, Mb1), and record quality of responses (L2). Such application control is illustrated as follows.
<Figure 2>
<Figure 3>
workflow, business process management, saas, bpmn, software
