Faire CX Self-Service Experience

Design method:
Competitor analysis / User interview / Usability test / Wireframe / UX&UI design

Desktop & mobile web / IOS & android

Role:
Sole designer

Overall
This project has made significant improvements to the overall Help Center experience, our focus is on building tools that will make our support team more efficient while enhancing the customer experience in the following areas:

• Increase the efficiency of internal Faire Support: We aim to retire support@faire and implement measures that will increase ticket attribution, making it easier for our support team to manage customer inquiries effectively. Additionally, we plan to redesign the contact form to make it more user-friendly and efficient, further improving the support process.

• Self-guide solution: Our self-guide solution is designed to provide customers with helpful information and solutions to common problems. We plan to develop a self-service flow that will enable customers to self-guide themselves in resolving issues before reaching out to Faire Support. Furthermore, we will create a self-service decision tree that covers higher support contact rates, such as shipping, orders, and FD orders. We plan to expand this service to cover more areas, ensuring that our customers have the necessary resources to address their concerns quickly.

  A faster support response that improves CSAT and customer retention: We understand that time is of the essence when it comes to addressing customer inquiries. Our Support Live Chat feature provides customers with a real-time response to their inquiries. We also plan to use automation tools to improve response times and reduce the workload of our support team. Our ultimate goal is to continuously monitor response times and CSAT scores, ensuring that our customers receive the best possible support experience.
  
  Painpoints

  
  Unclear Contact Methods:

• Customers often find it confusing to know how to reach out for support. The existence of multiple contact methods, such as the outdated support@faire email, contributes to this confusion.

• Slow Response Times:

  • Response times for support inquiries are slow, leading to prolonged resolution times. This negatively impacts customer satisfaction and retention.

• Lack of Self-Service Options:

  • There is a lack of effective self-service options that allow customers to resolve issues on their own. Customers often have to contact support for issues that could be resolved through a well-designed self-guide solution.

• Inefficient Ticket Attribution:

  • The process of attributing tickets to the appropriate support personnel is inefficient, causing delays in issue resolution. This inefficiency stems from outdated systems and lack of streamlined processes.

• Complex Contact Forms:

  • The current contact form is not user-friendly, making it difficult for customers to provide the necessary information for support teams to assist them promptly.

• Inadequate Real-Time Support:

  • The absence of real-time support options, such as live chat, forces customers to wait for email responses, which can be time-consuming and frustrating.

Impact on Customers:

• Frustration and Inconvenience: Customers feel frustrated by the time it takes to get a response and the effort required to navigate the support process.

• Reduced Trust and Loyalty: Inefficient support experiences lead to a decline in customer trust and loyalty, as customers may seek alternative solutions with better support.

• Lower Customer Satisfaction: Slow and inefficient support processes contribute to lower customer satisfaction scores (CSAT), impacting the overall perception of the brand.

Solutions Being Implemented:

1. Retiring support@faire:

   • Streamlining contact methods to ensure customers use the most efficient and effective channels for support.

2. Redesigning the Contact Form:

   • Creating a more intuitive and user-friendly contact form to improve the quality of information provided and speed up the support process.

3. Implementing Self-Guide Solutions:

   • Developing a self-service flow and decision tree to help customers resolve common issues independently before reaching out to support.

4. Enhancing Ticket Attribution:

   • Improving internal systems to increase ticket attribution efficiency, ensuring that inquiries are routed to the right personnel promptly.

5. Introducing Support Live Chat:

   • Providing real-time support through live chat to offer immediate responses and resolutions to customer inquiries.

Outcomes:

• Faster Resolution Times: Reduced wait times and quicker issue resolution.

• Improved Customer Satisfaction: Higher CSAT scores and better customer retention.

• Increased Efficiency: Streamlined internal processes leading to more efficient and effective support operations.