I just launched a big web infrastructure project which has resulted in a lot of inconsistency in the users' feedback on their experiences.
Many of the users are not that web-savvy, and, due to technical limitations, the user experience isn't perfect. At first I thought this was the reason, but there now appears to be some bugs that I'm having problems recreating.
I have made some tweaks to the system in two areas that are not essential but pose a risk and could be contributing to the problem. I have been going through all the customer service emails to spot patterns and then pass these findings on for my development team to investigate.
For situations like this which are likely reactive, what things are good to consider to try and get through the tough times?