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 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 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.