What's causing the sudden 30% increase in customer support tickets related to the SweepSouth mobile app?

Introduction

The sudden 30% increase in customer support tickets related to the SweepSouth mobile app is a critical issue that demands immediate attention. This surge in support requests not only impacts user satisfaction but also strains our support resources and potentially signals underlying problems with the app's functionality or user experience. In addressing this challenge, 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 be a recent app update. Has there been a new version release in the past week or two?

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

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

Why it matters: Helps identify if the issue is isolated to a particular segment. Expected answer: Tickets are primarily from Android users. Impact on approach: We'd prioritize investigating Android-specific issues.

• Regarding the nature of the tickets, I'm wondering about the most common themes. What are the top 3 issues users are reporting?

Why it matters: Identifies patterns in user complaints to guide our investigation. Expected answer: Login issues, booking errors, and app crashes. Impact on approach: We'd focus on these specific areas in our technical review.

• Thinking about external factors, have there been any recent marketing campaigns or promotions that might have led to a surge in new users?

Why it matters: Rapid user growth can sometimes overwhelm app infrastructure. Expected answer: No significant marketing push in the last month. Impact on approach: We'd shift focus from user influx to internal app issues.