Why has the average time to resolve Trustpilot customer support tickets doubled over the last quarter?

Introduction

The doubling of average resolution time for Trustpilot customer support tickets over the last quarter is a critical issue that demands immediate attention. This significant increase not only impacts customer satisfaction but also puts strain on support resources and potentially damages Trustpilot's reputation as a trusted review platform. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has Trustpilot rolled out any significant changes to its platform or review system in the past quarter?

Why it matters: Product changes often lead to unexpected user behaviors or system issues. Expected answer: Yes, a major update to the review submission process was implemented. Impact on approach: If confirmed, I'd focus on analyzing the new review submission flow and its impact on support tickets.

• Considering the nature of support tickets, I'm curious about the types of issues being reported. Has there been a shift in the distribution of ticket categories compared to previous quarters?

Why it matters: Changes in ticket types could indicate new problem areas or user confusion. Expected answer: There's been an increase in tickets related to review verification. Impact on approach: I'd prioritize investigating the review verification process and associated user communications.

• Given the doubling of resolution time, I'm wondering about staffing levels. Has there been any significant change in the support team size or structure during this period?

Why it matters: Staffing changes could directly impact resolution times. Expected answer: No major changes in support team size or structure. Impact on approach: I'd focus more on process inefficiencies or technical issues rather than staffing problems.

• Thinking about external factors, has there been any notable increase in Trustpilot's user base or review volume that might be overwhelming the support system?

Why it matters: Rapid growth can strain existing support infrastructure. Expected answer: User base and review volume have grown steadily, but not dramatically. Impact on approach: I'd look more closely at internal factors rather than attributing the issue to sudden scale.