Why has the average response time for SendBird's customer support tickets related to the Calls SDK doubled since the latest release?

Introduction

The doubling of average response time for SendBird's customer support tickets related to the Calls SDK since the latest release is a critical issue that demands immediate attention. This problem not only impacts customer satisfaction but also potentially affects the product's reputation and adoption rates. 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.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to the latest release. Can you confirm when exactly the latest release was pushed and what major changes it included?

Why it matters: This helps pinpoint the timeframe and potential causes directly related to the release. Expected answer: A specific date and a brief overview of major changes. Impact on approach: If the release date aligns with the increase in response time, we'll focus more on release-related factors.

• I'm curious about the nature of these support tickets. Has there been a change in the types of issues reported, or is it primarily an increase in volume for existing issue types?

Why it matters: This helps determine if we're dealing with new problems or exacerbated existing ones. Expected answer: A breakdown of ticket types and any notable shifts. Impact on approach: If new issues are prevalent, we'll investigate new features or changes more closely.

• Considering user segments, I'm wondering if this affects all users equally or if certain segments are disproportionately impacted?

Why it matters: This helps identify if the problem is universal or specific to certain user groups. Expected answer: Data on affected user segments, if available. Impact on approach: If specific segments are more affected, we'll tailor our investigation and solutions accordingly.

• Given the focus on response time, I'm interested in understanding if there have been any changes to the support team structure or processes coinciding with this increase?

Why it matters: This helps rule out or consider internal operational factors. Expected answer: Information on any recent changes to the support team or processes. Impact on approach: If significant changes occurred, we'll include operational factors in our analysis.