Enterprise · Customer Service · 2015 to 2016
goDeskless
Bringing customer service to where customers already are
Impact
The problem
A communication gap between customers and service providers made after-sales service inconsistent and product ratings unreliable. Traditional phone and support channels ignored many customers entirely.
What I did
Audetemi set out to bring service into social channels and onto the devices customers and employees already use.
- [ 01 ]
Report without the call centre
Customers report problems directly, see similar issues and up- or down-vote them.
- [ 02 ]
Familiar patterns
Tried-and-tested interaction patterns and consistent page structures to keep the learning curve low.
- [ 03 ]
Connected service dashboard
Agents see what comes in from the app and reach the customer directly, with no bureaucracy, registrations or call-backs.
The outcome
Service agents reduced the time to assist customers by 75%, and the product and UX strategy contributed to a successful VC funding round.
Next project
Eka Merchant →