What's causing the sudden 30% increase in customer support tickets related to order tracking on Nykaa?

Introduction

The sudden 30% increase in customer support tickets related to order tracking on Nykaa presents a critical challenge that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our support resources and potentially signals underlying issues in our order tracking system. To address this problem 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 improvements.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to a recent system update. Has there been any significant changes to our order tracking system or related infrastructure in the past week or two?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, we deployed a new order tracking API last week. Impact on approach: If confirmed, we'd focus on technical issues related to the new API.

• Considering user segments, I'm wondering if this is affecting all customers equally. Are we seeing this increase across all user segments, or is it concentrated in specific groups (e.g., new users, mobile app users)?

Why it matters: Helps narrow down potential causes and affected user journeys. Expected answer: The increase is primarily seen among mobile app users. Impact on approach: We'd prioritize investigating mobile app-specific issues.

• Given the nature of e-commerce, I'm curious about seasonality. Is this increase aligned with any major shopping events or seasonal patterns we typically see?

Why it matters: Seasonal factors could explain sudden changes in user behavior. Expected answer: No major shopping events, but it coincides with the start of the festival season. Impact on approach: We'd consider both technical issues and increased user activity.

• Thinking about system health, I'm concerned about potential data discrepancies. Have we confirmed that our tracking systems and analytics are functioning correctly and consistently?

Why it matters: Ensures we're working with accurate data before diving deeper. Expected answer: Our systems appear to be functioning normally, but we haven't done a thorough check. Impact on approach: We'd include a system health check in our immediate actions.