Introduction
The recent 20% increase in customer support tickets related to Everi Holdings' Apex V loyalty kiosk software presents a significant challenge that requires immediate attention and a strategic approach to resolution. As we delve into this issue, we'll employ a systematic framework to identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the product and company.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development to address the surge in customer support tickets for Apex V loyalty kiosk software.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a minor update was rolled out 45 days ago. Impact on approach: If confirmed, we'd focus on changes in that update.
Why it matters: Helps determine if it's a universal issue or segment-specific. Expected answer: The increase is more pronounced in smaller casinos. Impact on approach: We'd investigate factors unique to smaller casino implementations.
Why it matters: Identifies patterns in the reported issues. Expected answer: Login errors, reward point discrepancies, and slow response times. Impact on approach: We'd prioritize investigating these specific areas of the software.
Why it matters: Backend changes can impact frontend performance and user experience. Expected answer: A database optimization was implemented two months ago. Impact on approach: We'd examine the relationship between this optimization and reported issues.
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