What Makes a Customer Support Reply Good vs. Bad?

Looking for a brainstorm here, let’s say you send a message to a company asking for help with anything regarding their product or service, and then you get a reply. What traits of your original message or the message you received back from a customer support agent would you consider indicative of a positive or negative experience? Btw this is for a data science project I’m doing for an internship where I’m training a logistic regression model to predict how a customer will rate their support experience. Some examples would be:
The support agent’s years of experience What day of the week the customer sent their message/received their reply (I found out that Mondays really do suck) How many “angry” words the customer used in their original message

submitted by /u/computer-man-007 [link] [comments]