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Project: Chat Channel Shift

Business Problem

In an effort to reduce email volume into the contact center, our support team implemented live chat on one of our product support web sites. The goal of the test was to understand the impact on channel volume, customer satisfaction, and operations when email is unavailable to customers as a support option.

My Role

After leading an initial UX analysis to determine the strategy and design requirements, I mocked up the new chat experience and wire framed the flow. After many iterations and rapid testing, I worked with our web developers to deploy the new experience.

Live Chat UX Design

Results

The new user experience dramatically reduced email volume originating from the support web site and improved customer satisfaction by 7 percentage points.  Customers shared that they preferred to self-serve, chat or call instead of emailing support. 

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