Why have customer support ticket volumes for Viva Wallet's POS terminal service doubled in the last two weeks?

Introduction

The sudden doubling of customer support ticket volumes for Viva Wallet's POS terminal service in the last two weeks is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent software update. Has there been any significant changes to the POS terminal software in the last month?

Why it matters: Software updates can introduce bugs or usability issues. Expected answer: Yes, a major update was rolled out three weeks ago. Impact on approach: If confirmed, we'd focus on analyzing the changes in that update.

• Considering the nature of POS systems, I'm wondering about transaction volumes. Have there been any unusual spikes in transaction volume or value recently?

Why it matters: Increased usage could strain the system and lead to more issues. Expected answer: Transaction volumes have been steady. Impact on approach: If volumes are stable, we'd look more closely at system performance or user behavior changes.

• Given the doubling of tickets, I'm curious about the types of issues reported. What are the top 3 categories of complaints in these support tickets?

Why it matters: This helps identify if the issue is concentrated in specific areas. Expected answer: Most complaints are about transaction failures, slow response times, and connectivity issues. Impact on approach: We'd prioritize investigating these specific areas of the system.

• Thinking about external factors, have there been any recent changes in payment regulations or compliance requirements in key markets?

Why it matters: Regulatory changes could force system adjustments that might cause issues. Expected answer: No significant regulatory changes recently. Impact on approach: If confirmed, we'd focus more on internal factors rather than external compliance issues.