The "Access" Project: What we are solving for
Unnecessary time, cost, and frustration for our customers and support teams as they navigate addressing support tickets via email, phone, online chat, and support website.
Fractured technology platforms, confusing workflows, and general experience inconsistencies cause distrust and confusion about the products and (proprietary) brand as a whole.
V. 1 Use cases
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As a customer, I need to be able to submit cases via email, chat, phone, and online so that I can ask for help in the way that is most convenient for me because there are times that one method of submitting a case might be cumbersome or confusing.
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As a Customer, I need to see the cases I submit to Support and be able to reply to comments on my cases so that I can interact with them because Cases usually require communication before getting closed.
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As a Support team member, I need to be able to submit a case internally in Salesforce on a customer's behalf so that I can route a customer issue to the company without needing the customer to submit it themselves.
What we are going to do about it
Build Access, a one-stop shop single platform support portal for improved customer and support team efficiency for a seamless support experience.
Make it easier for our customers to log issues online with clear communication and follow-thru to curb frustration; reduce the amount of time the call centers experience following up on telecommunication & online requests.
Research
Existing Support Portal Workflows
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What is working? What isn't working?
Platform Restrictions
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Salesforce/Zendesk possibilities and limitations
User Interviews
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Customers - Billing, Power, and Admin users
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Support team members
Defining Pain Points:
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Frustrated customers log the same issue online as well as over the phone, resulting in duplicate work and confusion for both the customer and the support team.
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Customers using multiple products have to access multiple support sites for different issues and they all look and behave differently
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Users consistently reported that the biggest pain point was not knowing whether their request was received or acknowledged due to the lack of notification and tracking capabilities.
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Erratic branding and site design confused users - made them unsure they were in the right place
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Support comments regarding the online help:“annoying, restrictive, a lot of back and forth time, and they end up calling us anyway”
Design and iteration
MVP went live for some early adopters with some of the following screens.
Currently doing user testing on first release, and will begin the second design phase - much more research documentation and design work to come soon.
