Why has Olist's customer support ticket resolution time increased from 24 to 48 hours on average in the past two weeks?

Introduction

The recent increase in Olist's customer support ticket resolution time from 24 to 48 hours on average over the past two weeks is a critical issue that demands immediate attention. This doubling of resolution time could significantly impact customer satisfaction, retention, and overall business performance. To address this problem, I'll employ a systematic approach to identify the root cause, validate hypotheses, and develop both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent change in the support system. Has Olist implemented any new customer support tools or processes in the last month?

Why it matters: Recent changes could directly impact resolution times. Expected answer: Yes, a new ticketing system was implemented. Impact on approach: If true, we'd focus on system integration and training issues.

• Considering potential volume fluctuations, has there been a significant increase in the number of support tickets received during this period?

Why it matters: A surge in tickets could overwhelm the support team. Expected answer: Ticket volume has increased by 30%. Impact on approach: If confirmed, we'd look into scaling the support team or improving efficiency.

• Given the specific timeframe, I'm curious about any seasonal factors. Does Olist typically experience higher support volumes during this time of year?

Why it matters: Seasonal patterns could explain the increase and inform future planning. Expected answer: No significant seasonal impact expected. Impact on approach: If seasonal, we'd focus on temporary solutions and long-term capacity planning.

• Thinking about team dynamics, have there been any recent changes in the customer support team structure or staffing levels?

Why it matters: Team changes could affect resolution efficiency. Expected answer: Several experienced team members recently left. Impact on approach: If true, we'd prioritize knowledge transfer and recruitment strategies.