Help center
Overview
The company has recently undergone a shift in its customer support strategy. Historically, both free and paid users had 24/7 access to customer support via live-chat and email. However, with our user base expanding rapidly, maintaining the same level of support became a challenge. To address this, we've reevaluated our approach, aiming to streamline support processes, minimize ticket volumes, and ensure a consistent quality of service for all our users.
My role
- Create user flow.
- Design Help center and contact form pages.
- Coding front-end.
The team
1x Head of support
1x Product designer
1x Software developer
Year
2022
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With our primary objective being the reduction of support tickets, we've implemented a Help Center page within the app. This serves as a customer self-service hub, providing users with curated resources for quick answers to their queries. Email support and live chat options are now exclusive to our paid plans. This approach serves a dual purpose: incentivizing free users to upgrade while simultaneously minimizing the influx of support tickets.
We've enhanced user support by thoroughly reviewing and updating our Knowledge Base, ensuring that our Academy and Community are rich resources for finding answers to users' questions.
Process
In collaboration with the Head of Support, we thoroughly examined all potential scenarios affecting both our Free and Paid users. We delved into data analysis and drew insights from the firsthand experiences of our support team to address the most common problems and questions faced by users.
Moreover, when a user opts to contact us via Email support and creates a new ticket, we automatically provide suggested answers from our FAQ on the selected topic. This not only aims to reduce the volume of tickets but also saves users valuable time by offering immediate answers to their questions.
Outcome
This recent shift in our support flow is currently under observation. We are analyzing the impact on the number of support tickets over the past month while actively seeking user feedback to guide our next steps. Simultaneously, we are enhancing our curated resources to ensure users receive optimal support from our end.
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