We run the development team in an agile mode. We have agreed that we will have a place called the "Inbox" so that people in the customer service team can report bugs or important issues so we can estimate and decide if they go in the current sprint based on their description.
However, numerous times it happens that we get issues which are not described well, missing screenshots, links, or steps to reproduce the issue. Also, people who report the issue try to offer a solution from their own understanding of the system, and this is wrong for many reasons, the most important being that they hide some important observations when they switch to solution-mode.
I don't think people need to be technical to describe an issue with enough details that the development team can plan it properly, but it requires holistic thinking and being good at describing the facts and giving some indication of why the issue is important for them (how many customers complain, what they do to avoid/work around it and how much time it takes, etc).
The current process that we are having requires to do a lot of back and forth until we understand the main issue, losing time and focus from actually planning and executing.
What we tried
- bring focus to this problem generally to the customer service team
- creating a template card that they must copy which contains examples of good practices - it has not worked because people didn't copy the card
- making a video, explaining how to better describe issues and send it to everyone in an email
- when seeing an issue that was not well described we took to the person creating it and explained how they could have written a better explanation - We could notice small improvements for individual members but the overall story is that most people still don't describe the issues well enough and we end up spending a lot of time talking to them about the specifics
None of these has worked in the long run and people still fail at the basics of describing an issue well - and we do not have a process when onboarding new customer service members.
Besides this, I want to add that we do not have native English speaking members, but we do all communications in English. I also feel that people are rushing into writing something down quickly instead of taking time to think how their message is going to be received (is it clear enough).
For me it is quite obvious how they are failing to describe the issues, but I do not understand why they lack the motivation to do something about it and what the best long-term strategy to improve this would be.
Do you know of any techniques, ideas, principles to how we can approach guiding or training the customer service team (or any person) to become better at describing issues?
Let me know if you think I have a wrong or incomplete understanding of what a well described issue is, I am eager to become better at this myself.