[
{
"identified_trends": [
{
"trend_name": "Mobile App Crashes After Recent Update",
"frequency": "30% of all mobile app-related tickets in the past week",
"severity": "High",
"affected_areas": [
"Mobile App v2.5",
"iOS devices",
"User Authentication Module"
],
"potential_causes": [
"Compatibility issues with latest iOS version",
"Memory leak in new authentication process",
"Incomplete data migration for certain user accounts"
]
},
{
"trend_name": "Billing Confusion on New Subscription Model",
"frequency": "20% increase in billing-related queries over the past month",
"severity": "Medium",
"affected_areas": [
"Premium Subscription Plan",
"Billing System",
"Customer Communication"
],
"potential_causes": [
"Unclear communication about new pricing structure",
"Discrepancies in pro-rated billing during transition",
"Delayed update of billing information in customer portal"
]
}
],
"overall_trend_summary": "Two significant trends have emerged: a critical issue with the mobile app crashing after a recent update, primarily affecting iOS users, and growing confusion around the new subscription billing model. The mobile app issue is causing immediate and widespread user frustration, while the billing confusion is leading to a steady increase in support queries and potential customer dissatisfaction.",
"recommended_actions": [
"Immediately investigate and patch the mobile app crash issue, prioritising iOS devices",
"Conduct a thorough review of the new authentication process in the mobile app",
"Create and distribute clear, comprehensive documentation on the new subscription model and billing process",
"Consider offering temporary credits or extensions to affected users as a goodwill gesture",
"Enhance monitoring and automated testing processes for future mobile app updates"
],
"data_gaps": [
"Detailed crash logs from a wider sample of affected iOS devices",
"Customer feedback on clarity of billing communications",
"Comparative data on subscription model understanding across different customer segments"