Your Loan App Support Starts Here

Please remove this app support form insights section before publishing.

Below is a detailed breakdown of the Loan App Support Form, explaining the purpose of each section, why specific questions are included, and how they help streamline support and troubleshooting.

1. User Information

Purpose:

• Ensures the support team can verify the user’s identity and account.
• Helps track app version and device type for bug replication.

Key Insights:

• Email & Phone: Required for follow-up communication.
• User ID / Account Number: Helps locate the user’s loan records quickly.
• App Version & Device Info: Critical for diagnosing bugs (e.g., crashes may only occur on iOS 16+).
• Why not ask for full address? Since this is a digital app sold globally, physical location is rarely needed unless required for regulatory reasons.

2. Issue Category

Purpose:

• Routes the ticket to the correct support team (technical, financial, security, etc.).
• Helps prioritize urgent issues (e.g., payment failures vs. UI glitches).

Key Insights:

• Login Issues: Could indicate forgotten passwords, account locks, or backend API failures.
• Loan Application Problems: May relate to document upload failures, KYC rejections, or eligibility checks.
• Payment Issues: Often require transaction logs and bank verification.
• App Crashes/Freezing: Needs device-specific debugging (e.g., RAM issues on older phones).

3. Detailed Issue Description

Purpose:

• Provides context to reproduce and diagnose the problem.
• Reduces back-and-forth questions from support agents.

Key Insights:

• Timestamps: Help correlate issues with server logs or updates.
• Steps to Reproduce: Crucial for debugging (e.g., "App crashes when clicking ‘Repay Now’").
• Error Messages: Even vague ones (e.g., "Error 500") help identify backend/frontend failures.
• Troubleshooting Attempts: Avoids redundant suggestions (e.g., "Already reinstalled the app 3 times").

4. Loan-Specific Questions

Purpose:

• Isolates financial/transactional issues from technical bugs.
• Speeds up resolution by providing loan details upfront.

Key Insights:

• Loan Application ID: Lets support pull logs or review rejection reasons.
• Payment Method & Transaction Ref: Needed for disputes or failed repayment cases.
• Rejection Reasons: Helps users understand eligibility criteria (e.g., "Insufficient credit score").

5. Additional Information

Purpose:

• Captures evidence (screenshots) and historical context (past tickets).
• Encourages users to share extra details they might omit otherwise.

Key Insights:

• Screenshots: A picture of an error message is worth 100 support emails.
• Previous Tickets: Reveals recurring issues (e.g., a user repeatedly failing KYC).

6. Consent & Submission

Purpose:

• Ensures GDPR/CCPA compliance for data processing.
• Lets users choose their preferred contact method.

Key Insights:

• Submission Date: Helps prioritize based on SLA (e.g., payment issues within 24 hrs).
• Contact Preference: Some users may avoid phone calls due to privacy concerns.

Why This Form Works Well for Loan Apps

1. Structured Troubleshooting:
2. • Separates technical, financial, and account issues.
   • Reduces vague complaints like "The app isn’t working."
2. Global Applicability:
3. • No localization (e.g., avoids asking for country-specific ID numbers unless required).
   • Works for both iOS and Android marketplaces.
3. Efficiency for Support Teams:
4. • Fewer follow-up questions needed.
   • Easy to categorize and escalate tickets.
4. User-Friendly:
5. • Clear sections prevent overwhelm.
   • Optional fields (e.g., screenshots) balance detail vs. friction.

Please remove this mandatory questions recommendation before publishing.

The following questions are essential and should be marked as required fields in the form to ensure efficient troubleshooting, security, and compliance.

1. User Information (Mandatory for Verification & Support)

a) Full Name

• Why?
• • Ensures the support team addresses the user correctly.
  • Helps match the issue with the correct account (if multiple users share an email/phone).

b) Email Address

• Why?
• • Primary contact method for follow-ups.
  • Needed for sending resolution confirmations or security verifications.

c) Phone Number (Optional but Recommended)

• Why?
• • Required if SMS-based OTP or account recovery is involved.
  • Useful for urgent issues (e.g., payment failures).

d) App Version & Device Type

• Why?
• • Critical for diagnosing bugs (e.g., crashes on iOS 17 but not iOS 16).
  • Helps developers prioritize fixes for affected devices.

2. Issue Category (Mandatory for Ticket Routing)

• Why?
• • Directs the ticket to the right team (technical, financial, security).
  • Ensures urgent issues (e.g., "Payment deducted but loan not disbursed") get priority.

3. Detailed Issue Description (Mandatory for Efficient Resolution)

a) Steps Taken Before the Issue Occurred

• Why?
• • Helps replicate the bug (e.g., "App crashes after uploading a PDF").
  • Reduces back-and-forth with support.

b) Exact Error Message (If Applicable)

• Why?
• • Error codes (e.g., "Error 404: Loan not found") pinpoint backend/frontend failures.

4. Loan-Specific Questions (Conditionally Mandatory)

• Required only if the issue relates to loans or payments.

a) Loan Application ID / Reference Number

• Why?
• • Lets support pull transaction logs or review application status.

b) Transaction Reference Number (For Payment Issues)

• Why?
• • Essential for tracking failed payments or disputes.

5. Consent & Submission (Mandatory for Compliance)

• Why?
• • Ensures GDPR/CCPA compliance for data processing.
  • Protects the company from legal risks.

Why Some Fields Are Optional

• Screenshots: Not all users can attach them immediately.
• Previous Ticket IDs: Only relevant for recurring issues.
• Phone Number: Some users prefer email-only support.