UNiDAYS support
How many!?
The number of support tickets being received by the support team was unsustainable. 45,000 per week. Throw into the mix the company's ambition to grow and it was clear that a more efficient solution was needed.
Figuring out where these issues lay on the most common user journeys was key when researching the problem further.
Member needs
Interviews with both support team members and users gave us the insights needed to make sure we were ready for the next stage: solving the right problem.
Imagining the future
Once we had a great 'How would we...' brief, a cross-functional workshop helped us brainstorm the future vision of support at UNiDAYS.
Contextual support widget
An icon appears when a problem is detected e.g. an incorrect password entered 3 times. This launches the most useful support content for that page.
Self-help content
Self-help options help users solve problems themselves quickly without needing to contact support.
Quality 1-on-1 chats
Using the time freed up from self-help content, the support team can chat online to understand in detail any new problems.
Update content on-the-fly
New problems discovered during online chats are added to the support content asap.
The first steps
Every project needs an MVP (or an MLP) to bring it to market. The first steps for this project were to restructure and rewrite the support content with as many self-help solutions as possible.
Measuring success
The goal of this project is to reduce the number of incoming support tickets whilst maintaining or improving the user's experience.
Prevention is key to solving this, but for those who do need to contact the support team, they are split into segments (each of which has a goal) and we track if their goal is achieved.
