Why has Kuda Bank's customer support response time doubled for queries related to international transfers?

Introduction

Kuda Bank's doubling of customer support response time for international transfer queries is a critical issue that demands immediate attention. This problem not only affects customer satisfaction but also impacts the bank's operational efficiency and reputation in the competitive fintech landscape. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden increase, I'm wondering about recent changes. Have there been any significant updates to the international transfer system or customer support processes in the last month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, a new transfer system was implemented. Impact on approach: If true, I'd focus on system-related issues; if not, I'd explore other factors.

• Considering user segments, is this increase uniform across all customer types, or are certain groups more affected?

Why it matters: Helps identify if the issue is systemic or segment-specific. Expected answer: Premium customers are less affected. Impact on approach: If segment-specific, I'd investigate unique characteristics of affected groups.

• Thinking about volume, has there been a significant increase in international transfer requests recently?

Why it matters: Volume spikes can strain support systems. Expected answer: Yes, there's been a 30% increase in requests. Impact on approach: If true, I'd focus on scaling solutions; if not, I'd look at internal inefficiencies.

• Regarding support channels, is this increase consistent across all support mediums (chat, email, phone), or is it more pronounced in certain channels?

Why it matters: Channel-specific issues require targeted solutions. Expected answer: The increase is most significant in chat support. Impact on approach: If channel-specific, I'd investigate that particular platform; if uniform, I'd look at broader systemic issues.