How can we explain the 25% increase in customer support tickets related to Dojo's online payment gateway over the last two weeks?

Introduction

The recent 25% increase in customer support tickets related to Dojo's online payment gateway over the last two weeks is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our support resources and potentially affects our bottom line. To address this problem effectively, 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 have been a recent update or change. Has there been any recent deployment or modification to the payment gateway system in the past month?

Why it matters: Recent changes often correlate with sudden spikes in issues. Expected answer: Yes, there was a minor update two weeks ago. Impact on approach: If confirmed, we'd focus on the changes made in that update.

• Considering the scale of the increase, I'm wondering about the nature of these tickets. What are the top 3 categories of issues reported in these support tickets?

Why it matters: Understanding the types of issues helps narrow down potential causes. Expected answer: Payment failures, slow processing times, and integration errors. Impact on approach: This would guide our technical investigation and hypothesis formation.

• Given the specificity of the 25% increase, I'm curious about our baseline. What's the average number of support tickets we typically receive for the payment gateway in a two-week period?

Why it matters: This context helps us understand the magnitude of the problem. Expected answer: Around 1000 tickets per two weeks. Impact on approach: This would help quantify the impact and prioritize our response.

• Considering potential external factors, have there been any significant changes in transaction volume or user behavior over the past two weeks?

Why it matters: External factors could explain the increase without indicating a system issue. Expected answer: Transaction volume has remained stable. Impact on approach: If volume is stable, we'd focus more on internal factors.