The 95% You Never Read

Most support teams hand-read roughly 5% of their conversations and make decisions on the other 95% by intuition. This story examines what actually changes operationally when a team reads 100% of conversations across voice, chat, email, surveys, social and reviews using Spiral by UJET: QA becomes real measurement instead of a scorecard exercise, emerging issues surface in days rather than quarters, and the contact-driver list turns into a product backlog. Turo's published three-month results anchor the case: average handle time down 28 seconds, CSAT up 5%, and improved SLA performance.