Lens · full-capture support analytics 5 of 7 · in Core

Every executive number,
open to the ticket underneath it

Support holds the most valuable information in the business. Almost none of it is read. Lens reads every ticket.

Support holds the most valuable information. Almost none of it is read.

Business Revenue Impact August · 12,482
Revenue retained $48,320
Revenue lost $61,940
Refund exposure $28,410
Category Revenue lost · $61,940 1,904 tickets
Refunds 216 $28,410
Replacements 141 $19,110
Store credit 96 $8,240
Concessions 71 $6,180
Pattern Refunds · $28,410 216 tickets
Alpine Shell 47 $8,648
Ridge Pant 31 $4,092
Trail Runner 22 $2,486
Summit Glove 17 $1,914
38 other products 99 $11,270
Ticket #TK-40218 · Live chat · Aug 19, 02:14 1 of 47 · Alpine Shell
Customer

“The zipper split after two weeks. I’ve barely worn it.”

Photo attached · read by the model
Case
Warranty claim
Cause
Zipper assembly
Segment
Champions · 4 orders
Policy
Coverage 365d · refund
Action
Refund $184.00
Outcome
Resolved · no return
$184.00 of the $8,648 · of the $28,410 · of the $61,940
  1. Business Revenue lost $61,940
  2. Category Refunds $28,410
  3. Pattern Alpine Shell $8,648
  4. Ticket #TK-40218 $184.00

    “The zipper split after two weeks. I’ve barely worn it.”

Support Drivers

Ticket volume and ticket cost rank differently

Every driver is classified on arrival. Eleven of the twelve change place.

Ordered by ticket volume

12,482 tickets · August

  1. 1WISMO
  2. 2Order fulfillment
  3. 3Returns
  4. 4Product questions
  5. 5Sizing
  6. 6Cancellation
  7. 7Subscription
  8. 8Damaged items
  9. 9Backorder
  10. 10Shipping protection
  11. 11Warranty
  12. 12Payment issues

Ordered by revenue at stake

$917,000 · August

  1. 1Subscription
  2. 2Damaged items
  3. 3Returns
  4. 4Warranty
  5. 5Cancellation
  6. 6Shipping protection
  7. 7Order fulfillment
  8. 8Backorder
  9. 9Payment issues
  10. 10Sizing
  11. 11Product questions
  12. 12WISMO
Support Drivers

Ticket volume and ticket cost rank differently

Every driver is classified on arrival, so the same twelve reasons can be ordered by how many tickets they make and by how much money each one puts at stake.

Ordered by ticket volume 12,482 tickets · August Ordered by revenue at stake $917,000 · August WISMO 3,174 Order fulfillment 1,702 Returns 1,488 Product questions 1,205 Sizing 986 Cancellation 812 Subscription 744 Damaged items 690 Backorder 566 Shipping protection 431 Warranty 388 Payment issues 296 $214,600 Subscription $148,320 Damaged items $121,940 Returns $96,410 Warranty $88,120 Cancellation $71,880 Shipping protection $54,300 Order fulfillment $41,260 Backorder $33,940 Payment issues $22,480 Sizing $14,110 Product questions $9,640 WISMO Same twelve drivers. Eleven of them change place. WISMO · 1st by volume, 12th by value · Subscription · 7th by volume, 1st by value · Warranty · 11th by volume, 4th by value
Product Intelligence

A product’s support profile breaks
before its return rate does

Lens tracks each product's warranty claims, damage reports and refunds.

Alpine Shell Catalog median · 214 products

Warranty claims2.5×

Damaged-item reports2.2×

Refund value2.0×

Return rate0.7×

The profile deformed on Aug 12. The return rate moved on Sep 7.

Ticket rate Return rate Refund value Warranty claims Damaged-item reports Repeat contacts Escalation rate Store-credit take-up Exchange rate Sizing contacts Reorder rate Sentiment recovery Alpine Shell · launched Jul 28 · against the catalog median of 214 products
Product Intelligence

A product’s support profile breaks
before its return rate does

Lens tracks each product's warranty claims, damage reports and refunds against your catalog. When one starts to break, you see it before its return rate moves.

Warranty claims2.5×

Damaged-item reports2.2×

Refund value2.0×

Return rate0.7×

Nobody returns it. They claim it.

Zipper assembly · 71 of the 92 complaints

The profile deformed on Aug 12. The return rate moved on Sep 7.

Twenty-six days to investigate the supplier, hold the campaign, or change the assembly

Operational Intelligence

One partner generates more tickets than its volume explains

Thirteen of the fourteen sit where their volume puts them. One does not.

Delivery contacts generated 200 400 600 5k 10k 15k 20k Shipments handled · August FedEx Ground

FedEx Ground · 649 where 244 fit · +405, still widening.

Delivery contacts generated 200 400 600 5k 10k 15k 20k Shipments handled · August 26 contacts per 1,000 shipments — the operation’s own 90-day rate FedEx Ground · carrier Ship-from-store · method Two-day · method OnTrac · carrier Northeast · region Expedited · method FC-Atlanta · center South · region Midwest · region USPS Priority · carrier West · region FC-Reno · center UPS Ground · carrier FC-Columbus · center Thirteen of the fourteen sit exactly where their volume puts them. One does not · FedEx Ground · 649 contacts where its volume expects 244 · +405, flagged Aug 14, still widening
Operational Intelligence

One partner generates more tickets than its volume explains

Lens measures your regions, fulfillment centers, shipping methods and carriers against the tickets their volume should produce, and flags the one that runs far above it.

Customer Intelligence

Equal ticket counts. Unequal customer value.

Every ticket carries the RFM segment of the customer who sent it.

6.2× revenue at stake, one side against the other 1,204 tickets $412,900 1,204 tickets $66,400
1,204 tickets$412,900
Champions486$198,400
Loyal402$134,900
At risk316$79,600
Customer Intelligence

Equal ticket counts. Unequal customer value.

Every ticket carries the RFM segment of the customer who sent it, so support volume can be weighed by what it is worth, not counted.

6.2× revenue at stake, one side against the other Champions 486 tickets $198,400 Loyal 402 tickets $134,900 At risk 316 tickets $79,600 1,204 tickets $412,900 New 548 tickets $31,200 Hibernating 391 tickets $22,700 Lost 265 tickets $12,500 1,204 tickets $66,400 Counted, the sides are identical. Weighed, one is worth 6.2×. At-risk customers contact support before they lapse, 68% of the time Champions · 41% of their contacts are sizing, in one product category At risk · 3.1× the subscription complaints of any segment · highest store-credit take-up
The query layer

Ask your operation a question, then open the tickets behind the answer

No analyst, no export, no spreadsheet in between.

Razviel · Intelligence
  1. Ask

    Why did we get more warranty claims in August than in July?

  2. Answer

    296388+92

    71 of the 92 are Alpine Shell zipper failures.

  3. Evidence
    #TK-40218 “The zipper split after two weeks.”
    Open the 71 tickets
The system of record

Every ticket you get.
Including the ones your own team closes.

Whoever answers — your team, your tools, us — the ticket closes in the helpdesk. Razviel pulls all of it back out and classifies every one.

Every ticket your brand receives — captured and classified
Operated by Razviel — the share you route Closed by your own team — pulled in and classified too

And every ticket arrives structured

The same record whether the AI resolved it, a Human Node did, or your own team did. Same fields, same shape — no poorer version for anyone.

  • ticket_id
  • date
  • channel
  • resolutionAttribution
  • action
  • value
  • group
  • ai_agent_id
  • handlingChain
  • finalResolver
  • ltv
  • orders_count
  • product
  • category
  • topic
  • region
  • language
  • csat
Always present Filled when the source has it — left blank and flagged when it does not
The system of record

Every ticket you get.
Including the ones your own team closes.

Whoever answers, the ticket closes in the helpdesk. Razviel pulls it back out.

Operated by Razviel — the share you route Closed by your own team, pulled in too

And every ticket arrives structured

The same record whether the AI, a Human Node, or your own team resolved it.

  • ticket_id
  • date
  • channel
  • resolutionAttribution
  • action
  • value
  • group
  • ai_agent_id
  • handlingChain
  • finalResolver
  • ltv
  • orders_count
  • product
  • category
  • topic
  • region
  • language
  • csat
One source, six surfaces

The CFO and the Head of Product read the same tickets

Six executive surfaces carry more than seventy metrics on top of the same records.

Head of Growth Head of CX Founder Merchandising COO CFO Head of Product Supply chain 1 2 2 2 2 3 2 5 6 4 3 2 channel intent customer segment revenue economic impact resolution outcome problem cause product operational dependency

Eight functions, one record, and they converge on the same three fields.

Resolution Intelligence, in full

Head of Growth Head of CX Founder Merchandising COO CFO Head of Product Supply chain 1 channel 2 intent 2 customer 2 segment 2 revenue 3 economic impact 2 resolution 5 outcome 6 problem 4 cause 3 product 2 operational dependency Eight functions. One record. They converge on the same three fields. problem · read by 6 of the 8 · outcome · by 5 · cause · by 4 · channel · by 1 — the only field that is really about support
One source, six surfaces

The CFO and the Head of Product read the same tickets

Six executive surfaces — Revenue Impact, Support Drivers, Resolution Intelligence, Product Intelligence, Customer Intelligence, Operational Intelligence — carry more than seventy metrics on top of the same records. Resolution Intelligence, in full

Every ticket read. Every reason counted.

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