During a check-in with a stable and generally satisfied account, you learn about a bug that’s persisted for the past three weeks.

Your points of contact report that each time they encounter this bug, they chat with Customer Support and it gets resolved. However, they’re getting frustrated with the extra time required to resolve this recurring bug, and they report that if this isn’t resolved soon (they wouldn’t give an exact timeline), they’ll take this part of their workflow offline.

To get more context on this situation, you’ll need to have a few internal conversations.

Match each conversation with the team you’ll talk to: