What factors are contributing to the 30% increase in customer service call volume for WEX's health savings account platform in the last month?

Introduction

The recent 30% increase in customer service call volume for WEX's health savings account platform is a critical issue that demands immediate attention. This surge in calls not only impacts customer satisfaction but also strains resources and potentially signals underlying problems with the platform. To address this challenge, 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 there might be a seasonal factor. Has this increase coincided with open enrollment periods or year-end tax planning?

Why it matters: Seasonal patterns could explain the spike and inform our solution approach. Expected answer: Yes, it aligns with open enrollment. Impact on approach: If confirmed, we'd focus on scaling support during peak periods.

• Considering user segments, I'm curious if this increase is uniform across all users. Are we seeing a higher proportion of calls from new users or specific demographic groups?

Why it matters: Identifying affected segments helps pinpoint potential usability or communication issues. Expected answer: New users are overrepresented in the call volume increase. Impact on approach: If true, we'd prioritize onboarding improvements and targeted support.

• Thinking about recent changes, have there been any significant updates to the platform's UI, features, or policies in the last 1-2 months?

Why it matters: Recent changes could be directly contributing to user confusion and increased calls. Expected answer: A new feature for investment options was rolled out. Impact on approach: If confirmed, we'd review the feature implementation and associated user guidance.

• Regarding call content, are there common themes or specific issues dominating these customer service interactions?

Why it matters: Identifying patterns in call topics can reveal systemic issues or information gaps. Expected answer: Many calls relate to account balance discrepancies. Impact on approach: This would guide us to investigate potential technical issues or improve balance reporting clarity.