What caused the sudden spike in customer support tickets related to WiGroup's new cloud storage feature?

Introduction

The sudden spike in customer support tickets related to WiGroup's new cloud storage feature is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product ecosystem, user journey, and potential internal causes. We'll generate data-driven hypotheses, conduct root cause analysis, and develop a comprehensive plan for resolution and future prevention.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to a recent product update. Has there been any significant change to the cloud storage feature in the past week or two?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a new version was released last week. Impact on approach: If confirmed, we'd focus on changes in that release.

• Considering user segments, I'm wondering if this is affecting all users equally. Are we seeing this spike across all user types, or is it concentrated in a particular segment?

Why it matters: Helps narrow down potential causes and affected user groups. Expected answer: The spike is primarily from enterprise users. Impact on approach: We'd investigate enterprise-specific features or integrations.

• Given the nature of cloud storage, I'm curious about the types of issues being reported. What are the top three categories of complaints in these support tickets?

Why it matters: Identifies specific problem areas within the feature. Expected answer: Sync issues, access problems, and slow upload speeds. Impact on approach: We'd prioritize investigating these specific functionalities.

• Thinking about system performance, I'm interested in any backend changes. Have there been any recent infrastructure updates or scaling activities?

Why it matters: Backend changes can impact user experience without direct feature changes. Expected answer: A new server cluster was added to handle increased load. Impact on approach: We'd examine the new infrastructure's integration and performance.