63%
decrease in customer service calls
21%
increase in customer satisfaction
21%
increase in customer satisfaction
The Challenge
A technology company was facing a growing strain on its call centres, and sought ways to reduce this strain, while maintaining a high standard of customer service. Their analysis suggested that many of their calls could have been resolved quickly without the need to talk to a member of their team, so they sought a solution that would allow their customers to resolve issues quickly without needing to call their helpline.
Our Impact
We helped design a clear documentation process for the company’s product that was accessible to their customers, easy to read, and easy to follow. We recommended the introduction of tutorials that would allow users to get more familiar with the product on their own terms, and grow their knowledge of how to complete more advanced tasks. We finally implemented a chat bot that allowed customers to make queries online, with the ability to give summarised answers and direct them to relevant pages within the documentation.
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