Introduction
The recent 20% increase in customer support tickets related to Attain's bill negotiation service is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our support resources and potentially signals underlying problems with the service. To address this effectively, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Recent changes often correlate with spikes in support tickets. Expected answer: Yes, we updated the user interface last month. Impact on approach: If true, we'd focus on UI/UX issues and user adaptation.
Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The increase is primarily from new users. Impact on approach: If true, we'd focus on onboarding and first-time user experience.
Why it matters: Identifies specific pain points to address. Expected answer: Confusion about the negotiation process, billing errors, and service delays. Impact on approach: Would guide our focus on specific areas of the service for improvement.
Why it matters: External changes could be driving the increase in support needs. Expected answer: We've recently expanded to include negotiation for a new category of bills. Impact on approach: If true, we'd investigate if this new category is causing confusion or complications.
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