How can we explain the sudden spike in customer support tickets related to Skillsoft's Compliance Solutions in the past week?

Introduction

The sudden spike in customer support tickets related to Skillsoft's Compliance Solutions demands immediate attention and a thorough root cause analysis. This issue not only impacts customer satisfaction but also has potential implications for regulatory compliance and business operations. I'll approach this problem systematically, focusing on identifying the underlying causes, validating hypotheses, and developing both short-term fixes and long-term strategic solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent product update. Has there been any significant change to the Compliance Solutions platform in the past week?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a minor update was rolled out. Impact on approach: If confirmed, we'd focus on the update's specifics and potential bugs.

• Considering user segments, I'm curious about the distribution of these tickets. Are they coming from a specific customer segment or spread across all users?

Why it matters: Helps identify if the issue is localized or systemic. Expected answer: Tickets are primarily from enterprise customers. Impact on approach: We'd investigate enterprise-specific features or integrations.

• Regarding the nature of the tickets, I'm wondering about the content. What are the most common issues reported in these support tickets?

Why it matters: Identifies patterns in the reported problems. Expected answer: Users are reporting difficulties accessing certain compliance modules. Impact on approach: We'd focus on content delivery and access mechanisms.

• Thinking about external factors, has there been any recent regulatory change that might have impacted compliance requirements?

Why it matters: External changes could drive increased support needs. Expected answer: No significant regulatory changes recently. Impact on approach: We'd shift focus to internal factors if confirmed.

• Considering system performance, have there been any notable changes in server load or response times coinciding with the ticket spike?

Why it matters: Performance issues often lead to increased support tickets. Expected answer: Some intermittent slowdowns have been observed. Impact on approach: We'd prioritize infrastructure and performance optimization.