Gaurav Mehta Medallia Support Challenge Answers (questions 1 & 2):
Hello Ron,
I apologize for the issues you have been dealing with in regards to accessing and loading the Medallia platform. If in the future the website does take longer to load than normal please contact me directly via email (gmehta@medallia.com) so I can assist you further in getting access to the platform in a timely manner.
In regards to the error message you are receiving when accessing the Hotel’s Survey responses, please describe the message you are encountering in detail so I can advise you accordingly.
Thank you for your patience and I apologize once again on this inconvenience.
Thanks,
Gaurav


Steps:
1.	I would review to make sure that Ron is aware of the correct website URL
2.	Review Ron’s detailed error message, I would look into whether the error is coming from the system’s backend or from Ron’s frontend
3.	Based on where the error is coming from I would start working on getting  the backend resolved for our guests by working with the team of engineers on a solution
4.	Inquire to see if there was a system or platform update during the timeframe that Ron first attempted accessing the website. I would also check to see if there were any scheduled maintenance updates ( that would be unlikely because they usually take place around 3-6am)
5.	I would also review other tickets in a timely manner  to see if anyone else had a similar concern (see if there is any correlation between Ron and the other guests’  tickets)
a.	If the error is derived from the frontend, then I would assist Ron in confirming user system compatibility and making sure he’s using correct formatting, while also ensuring internet speeds may be a  factor to the website not loading properly
6.	Confirming with guest that what we have implemented is a resolution any further issues or questions I can assist with