The Challenge
A wholesale company needed to transform their customer service experience to provide members with the "best self-service connected experience". The existing support system required members to make phone calls or send emails for even basic inquiries, creating friction and delays.
The Solution
Knowledge Base
- Self-service articles prioritised based on customer support contact analysis
- Consistent tone of voice and standardised formatting across all content
Case Management System
- Intuitive form with categorised issue types via dropdown menus
- Fields for detailed issue description and relevant order information
- Case tracking dashboard showing issue number, date raised, status, and summary
- Sorting and filtering capabilities for improved user experience
Design Process
The design process included extensive user research, wireframing, and prototyping. Interactive mockups were created to visualise the user journey and can be viewed in the linked prototypes.
Results
The new self-service help center successfully:
- Reduced customer support call volume by automating common inquiries
- Improved member satisfaction through 24/7 access to support resources
- Streamlined the case creation process while maintaining connection to Salesforce backend
- Enhanced visibility into case status for both members and support staff