Iris Tool
Customer Support System For internal Staff
Overview
This case study showcases the design process for a CRM Tools that allow customer support resolve, engage all customer issues, complaints, feedback from all communication channels
Team
Product Managers
Mobile developers
QA Engineers
My Role
Research
Interface design
Usability Testing
Background
Customer facing application provides support tools that allow support teams to manage and resolve customer issues when the need arises. The current Process of managing these customer issues requires different external tools to manage issues from different communication channels (i.e a tool to manage in-app chat, another to manage emails) this can cause a lot of in-efficiency from the customer support team managing different or same issues in multiple platforms. This makes the process complex and also impossible for the business to manage the activities of the customer support team.
The Problem
There are two many tools the customer support teams uses to resolve customer Complaints
Customer Support Personnel uses 4 tools to solve users compliant costing the business tons of money
The average handling time and wait period is very high leaving the users unsatisfied
The average handling time is 3 minute leaving customer more agitated when they are trying to get their issues resolved
The Goal
What is our Goal for this Project
- Reduce the business expenses of the customer support department by building an in-house solution for all Customer supports need
- Reduce the Average Handling Time by 70% and also increase the CSAT score
- Design an engaging platform that align with our brands look and feel
- Make this a SAAS product for other company
The Research
The aim of this research is to understand and gain insight on how support teams are actually performing their task and to also understand the other stakeholders that also manage/monitor the activities of the Support teams. The research involved an interview with our customer support teams, team leads, PMS and Ops teams, I also observed the team while performing their task in their workstation. The research findings were used to create a well informed solution that is intuitive and also some recommendations for creating a new user flow that is different from the sets of platforms that they have been using to manage user’s issues and complaints.
Solution
The Navigation System
With a user centric approach, I designed an information architecture. I did card sorting with our users (i.e customer support) to understand the language of the support team. This allows me to create a user flow (i.e cascade flow based on hierarchy). This allows the support team to navigate easily within the system, resolving issues without switching from one system.
I also Implemented an identifier that visually tells the support team the current navigation current pages and also guides them moving from a sub page to the parent navigation. I integrated a helpful guide that guides the user through each page all through the system. This approach not only reduces friction for the user (i.e support team) but also fixes Customer’s issue in one simple and easy navigation system. The Navigation also considers the viewport of the system the support team are using to attend to this issue; this allows the user to collapse and expand the navigation system.
I also Implemented an identifier that visually tells the support team the current navigation current pages and also guides them moving from a sub page to the parent navigation. I integrated a helpful guide that guides the user through each page all through the system. This approach not only reduces friction for the user (i.e support team) but also fixes Customer’s issue in one simple and easy navigation system. The Navigation also considers the viewport of the system the support team are using to attend to this issue; this allows the user to collapse and expand the navigation system.
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Analytics
Acknowledging the significant influence of visual elements. I collaborate with all the stakeholders (i.e Support lead, OPs team, Product manager, Compliance) that have vested interest on all this support and user’s insight and data to understand the primary and secondary data that they want to visualise and also the format. I designed a Dashboard page that also has an analytics and report page where all this data can be visualised and also represent it in the format that best suits each stakeholders. The design took into account the performance and loading times of the data, guaranteeing a smooth experience for users. A filter functionalities is also added to this analytics given that stakeholders want different points of data from different dates.
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Internal chat communication
and Customer’s 360 Info
and Customer’s 360 Info
Collaborating with the CS team to understand how a case is assigned to another agent if a customer needs a follow up and I noticed they use messaging app between each other to tell the agent the name and the case Id so that the agent can follow up. My solution here is to have an internal chat within each chat with the customer that the support team can use to communicate with each other without leaving the chat window. I was able to expand on the customer 360 view to capture all the customer details that both the compliance, Support team and other stakeholders will need to do their job.
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Impact
The Impact of Iris After its First Launch On July 2023
Average Handling Time
62.40%
Money Saved by the Business on External tools
30%
