What: Together with my team I have lead all the experience for “get help”. Through IVR to our BOT. In order to improve our customer experience we knew we needed to reduce wait time in shops, reduce calls and divert all customers online.
Role: Head of experience and creative direction at du/EITC
Some known pain points needed to be addressed.
Our staff in our shops found it hard to get access to the latest updates, offers and information from the head quarter which resulted in inconsistent and not up to date help to our customers. To fix this we created a digital information portal for all our staff where they could find all the updated and relevant answers. We branded it and made sure they loved it.
As we wanted to deflect our customers to digital, we took the same information and topics and added it under a branded customer portal. Here customer could search under 100’s of help articles and topics.
My goal was to create a connected and relevant experience.
I knew our customers needed more. Having to search for a help topic somewhere else when you are stuck on an interaction is not good enough.
What I did.
Looking at our TNPS results and touch point data I could see where our customers where struggling. I lead the team in the creation of a “human” help window following the customers through the journey with contextual help topics, all relating to where you are in the journey. The window collects the relevant help topics from our customer portal and presents it at the right time.
I also lead the design around our natural language BOT. The Bot is placed in the contextual help window with touch point specific conversation starters.
Going forward this will be a personalised conversation, synced up with any conversation that has already taken place over the phone or in the physical shop.