Research, present findings supported by numbers from Zendesk, database & Google Analytics. Create a monthly report to show progress and improvement of the helpcenter release to related stakeholders. Continue to refine post-purchase experience based on findings. Prioritize task based on user’s need and not stakeholders.
We have a high number of tickets from all 8 cities with limited manpower. I discovered we have about 20% tickets which can be solved by users themselves.
There is no flow to help automate the tickets based on priority and type.
And furthermore, the FAQ are static files maintain separately by developers which makes it cumbersome to update by the CS reps. A centralized system is required to remove the dependency on engineers to update the FAQs.
Due to this, the FAQ content are not consistent across IOS, android and web as I have discovered after interviewing various departments.
Study and design a UX flow which works for both agent and consumer end. Implement and launch a robust helpcenter which requires no dependency on engineers to update. Design helpcenter for both web and app. Sync up all 8 cities’ FAQ content in one place and release chatbot to help divert tickets which can be resolved by the user without contacting CS reps. Became the SME for Zendesk solution. I need to know how it works before I could design a solution that works specifically for honestbee’s complex structure.
The goal is to improve the existing rigid help section. We would like to make the user self-sufficient by placing multiple entry points at different stages of purchase.
eg: On the checkout screen, related articles will be displayed to help user answer top common queries like ‘Delivery status’, ‘Late delivery’ or ‘Change delivery date’.