What factors are contributing to the recent 20% increase in customer support tickets for GoTo Meeting's screen sharing feature?

Introduction

The recent 20% increase in customer support tickets for GoTo Meeting's screen sharing feature is a critical issue that demands immediate attention. This surge in support requests not only impacts user satisfaction but also strains our support resources and potentially affects our product's reputation. To address this problem, 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.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent product update. Has there been any change to the screen sharing feature in the last 30 days?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, there was a minor update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at other factors.

• Considering user segments, I'm curious about the distribution of these tickets. Are they coming from a specific user group or spread across all users?

Why it matters: Helps identify if it's a targeted issue or a broader problem. Expected answer: Tickets are primarily from enterprise users. Impact on approach: If targeted, we'd focus on that segment; if broad, we'd look at system-wide issues.

• Thinking about the nature of the complaints, are users reporting a specific error message or describing a particular behavior?

Why it matters: Helps narrow down the technical nature of the problem. Expected answer: Users are reporting lag and disconnections during screen sharing. Impact on approach: Specific errors would point to technical issues; vague complaints might indicate usability problems.

• Considering external factors, has there been any significant change in user volume or usage patterns recently?

Why it matters: Increased usage could strain the system, leading to more issues. Expected answer: User volume has increased by 15% in the last quarter. Impact on approach: If usage has spiked, we'd look at scalability; if stable, we'd focus on other factors.