Actionable steps based on data analysis of 219,852 support tickets.
Android users report account issues at 2x the rate of iOS users (51.1% vs 28.6%).
Conduct a cross-platform UX audit of the account creation and login flows on Android. Implement streamlined validation and guided setup steps.
Calling is the #1 feature issue (27.8% of volume), with geographic restrictions driving 14,042 tickets.
Implement proactive in-app notifications for blocked regions and improve call quality messaging when geographic limits are hit.
14,716 tickets (6.7%) are submitted without content, primarily via the Mobile SDK.
Update the Mobile SDK UI to require content before submission. Implement a guided "What do you need help with?" flow to ensure valid data.
97,460 tickets (44.3%) carry the email notification failure tag.
Conduct a deep-dive audit of the email delivery infrastructure and reputation. Implement alternative notification channels like push or SMS.
Premium users have 8x more billing issues than freemium users.
Simplify the premium checkout and subscription management UI. Implement proactive billing alerts to reduce support inquiries.
We can deploy custom ML models to automatically tag these categories in real-time as tickets arrive, enabling proactive customer support.