Why has customer support ticket resolution time for Zerodha Coin doubled over the past week?

Introduction

The doubling of customer support ticket resolution time for Zerodha Coin over the past week 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 key details, ruling out external factors, and then diving deep into the product ecosystem, metric breakdown, and data analysis. From there, I'll form and validate hypotheses, conduct root cause analysis, and propose a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the sudden change, I'm thinking there might have been a recent product update. Has there been any significant change to Zerodha Coin in the past two weeks?

Why it matters: Recent changes often correlate with support issues. Expected answer: Yes, a new feature was launched. Impact on approach: If true, I'd focus on the new feature's impact on existing systems.

• Considering the metric specificity, I'm curious about the definition. Has the method for calculating resolution time changed recently?

Why it matters: Ensures we're comparing apples to apples. Expected answer: No change in calculation method. Impact on approach: If changed, we'd need to reassess the perceived problem.

• Given the scale of the issue, I'm wondering about user segments. Is this increase in resolution time affecting all user segments equally?

Why it matters: Helps identify if it's a universal or targeted problem. Expected answer: Primarily affecting new users. Impact on approach: If segmented, we'd focus on specific user journeys or features.

• Thinking about support capacity, has there been any recent change in the support team structure or tools?

Why it matters: Support team changes can directly impact resolution times. Expected answer: No significant changes to the team. Impact on approach: If changed, we'd investigate team adaptation to new processes.