Support manager app
The client
Lili is a mobile bank designed for freelancers serving more than 150k customers. Lili’s customer Service Center handles up to 30K inquiries each month.
This project was conducted as part of a UX course led by Tal Florentin. My partners were Olivia Dori and Shir Weil.
Business goals
"Hands-on" without hands
Our user is a customer service center manager who wants to ensure the center is consistently operating at maximum efficiency. Since she cannot be at her office desktop during all business hours, she needs a mobile tool to monitor the operation while completing other tasks.
Our research has shown that customer service center managers prefer to receive alerts on important issues so that they only have to look at the app when a problem arises.
With our call center monitor app, customer service center managers can be in control while out of the office.
Challenges
Select and visualize the right data
Customer Service Centers measure virtually everything all the time. They keep track of the amount and type of tickets (calls, emails, chat messages), average and longest waiting time, handling time, agent statistics, most common reasons for contacting customer service center, and much more.
Our main challenge was narrowing down all that data to the very few metrics that can give the customer service center manager a good indication of what’s happening live.
Research
1.
Discovery
Our starting point was a long conversation with the client about the customer service center and its daily operations. We asked about the room and the facilities, the people working there, and the company goals and KPIs.
The second part of the discovery was competitor analysis, which helped us understand what is expected from such softwares.
2.
Surveys and interviews
In an attempt to understand the daily operations of customer service agents, we have distributed online surveys for people who have worked in customer service centers. The information we received helped us understand the goals, struggles, and challenges of running a customer service center.
Afterwards, we interviewed senior customer support managers to understand their work and main KPIs.
3.
User testing
Our insights were turned into wireframes and then shared with experienced customer service managers. Their feedback helped us decide the most effective way to visualize the information to give our users all the knowledge they need as fast as possible. This was important considering that it is a mobile app to be used out of the office.
Conclusions
Push on time
The managers don't need deep analysis info on the mobile app, they mainly need to know when something goes wrong.
KPIs
The most important online indicator in a customer service center is the working load compared to the maximum load that can be handled.
Team overview
When an intervention is needed, the manager may need to know what every agent is doing so she can adjust assignments.
Research findings become key features
The solution
Zoom in
Key metrics
Indicating the current overall status of the call center.
"Traffic lights" Indications
Positioned on the top of the main screen, the “traffic lights” glance Indications give the user a quick status update of the working load at the customer service center. The color red means the manager’s attention may be needed.
Team assignments
When an assignment needs to be changed, the manager needs to see who is doing what.If an agent exceeds the allotted time, a red mark will appear.
Adjustable smart alerts
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