Customer Support Playbooks

Idea

Document repeatable support workflows for predictable user issues — especially around launch when 60-70k users transition from the legacy Flutter app to the new native apps. Having playbooks ready before launch prevents ad-hoc firefighting and ensures consistent responses.

Launch-Critical Scenarios

”I can’t log in”

The #1 support request by volume. Migrated users have null password hashes — their first experience on the new app is a mandatory password reset. Many users won’t read the prompt carefully and will just try their old password repeatedly.

Playbook needs: password reset flow walkthrough, what to tell users who never get the reset email (SMTP deliverability, spam folders, typo in legacy email), escalation path for accounts that can’t be recovered.

”Where are my drills / scores?”

Users who update and don’t see their historical data. Causes: ETL missed their data, timing gap during one-way sync, user created a new account instead of resetting their old one (now has two accounts).

Playbook needs: how to verify a user’s data was migrated, how to check the mapping table for their legacy ID, how to handle duplicate accounts (merge process), how to manually trigger a re-sync if the one-way sync missed records.

”The app looks completely different”

Confusion from the Flutter to native transition. Users may think they downloaded the wrong app, or that Range Day was acquired/replaced. Some may leave negative reviews based purely on unfamiliarity.

Playbook needs: prepared messaging explaining the upgrade (for social media, email, in-app), app store review response templates, proactive communication plan (announce before the update ships, not after).

”I don’t want to pay / this used to be free”

The free app is becoming a paid SaaS with a free tier. Users who were doing everything for free may feel locked out of features.

Playbook needs: clear free-vs-paid feature matrix, messaging that emphasizes what remains free (personal scoring, drill tracking), how to handle refund requests, app store subscription management guidance.

Ongoing Scenarios

White-label server connection

IT admins at LE/military orgs configuring the custom server URL on user devices. May involve MDM, may be manual per-device.

Playbook needs: step-by-step with screenshots, common errors (typo in URL, expired license, server unreachable on internal network), escalation to T.REX for license issues.

Offline sync issues

Scores recorded offline not appearing after reconnect. Could be network issues, could be queue corruption, could be the app was backgrounded/killed before flush completed.

Playbook needs: how to check if scores are in the local queue vs. already synced, how to force a re-flush, what data is recoverable vs. lost, platform differences (iOS background sync vs. PWA foreground-only).

Account management

Delete account (GDPR/CCPA), change email, merge duplicate accounts from migration, transfer org ownership.

Playbook needs: self-service paths (what users can do themselves), admin-assisted paths (what requires T.REX intervention), data retention/deletion policies, legal requirements for account deletion timelines.

Event and roster issues

User can’t see an event they should be on, not appearing on roster, assigned to wrong org, instructor can’t manage their own event.

Playbook needs: how to check org membership and role, common permission mismatches, how to verify roster state, admin tools for fixing roster/org assignments.

App store review management

Responding to negative reviews (especially launch-wave reviews from confused users), soliciting positive reviews from satisfied users, handling feature requests that come in via reviews.

Playbook needs: response templates (empathetic, concise, directs to support channel), policy on when to respond vs. ignore, timing for review solicitation prompts in-app.

Infrastructure Needed

• A support email or help desk (even if it’s just a shared inbox initially)
• Canned response templates for the high-volume scenarios
• Admin tooling on the dashboard for looking up users, checking migration status, viewing sync state
• Logging/observability sufficient to diagnose “my scores disappeared” without asking the user 20 questions
• An FAQ or help center (could be static pages on the marketing site, or server-driven content pages)

Open Questions

• What’s the support channel — email, in-app chat, help desk tool, or just social media DMs initially?
• Who handles support — James, a T.REX team member, or outsourced?
• Do we need admin CLI tools for common support operations (look up user by email, check migration status, force password reset)?
• Should the app have a “contact support” button that pre-fills device info, app version, and account ID?
• What’s the SLA expectation for white-label customers vs. free users vs. paid SaaS users?