How can we explain the sudden 40% increase in customer support tickets related to the reMarkable mobile app in the past week?

Introduction

The sudden 40% increase in customer support tickets related to the reMarkable mobile app in 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.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any significant changes or updates to the reMarkable mobile app in the last 1-2 weeks?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, there was an update. Impact on approach: If yes, we'll focus on the update's features and potential bugs.

• Considering user segments, I'm wondering if this increase is uniform across all users. Are we seeing this 40% increase consistently across different user groups (e.g., iOS vs. Android, new vs. existing users)?

Why it matters: Helps identify if the issue is platform-specific or user-type specific. Expected answer: The increase is more pronounced in iOS users. Impact on approach: If platform-specific, we'll prioritize that platform in our investigation.

• Thinking about the nature of the tickets, I'm curious about the content. What are the top 3 issues being reported in these increased support tickets?

Why it matters: Identifies specific problem areas to focus on. Expected answer: Sync issues, app crashes, and login problems. Impact on approach: We'll prioritize investigating these specific areas.

• Considering potential system changes, I'm wondering about our support infrastructure. Have there been any recent changes to our customer support system or processes that might affect ticket volume or categorization?

Why it matters: Rules out false positives due to system changes. Expected answer: No significant changes to support systems. Impact on approach: If no changes, we can focus on app-related issues rather than support system problems.