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Do Your Customers Know How Good Your Support is?
Aug 10, 2021 | Case Study
Business Objective
Our client’s customer care team exceeded industry benchmarks across key customer support metrics, one-touch cases, time to resolution, etc. However, their customers didn’t realize the good care they were getting. We built a support dashboard for our client’s end customers.
The Approach
- Understood the problem through interviews and discussions
- Made a list of the dashboard components based on the interviews and determined information hierarchy
- Wireframed support metrics and charts, balanced information density and readability
- Applied client’s style guide, colors, and fonts
- Tested the initial design with a pilot audience and refined based on feedback
Outcome
Support dashboard within the product displaying the following metrics:
- Open tickets by status
- Tickets resolved in one touch and within 24 hours
- Tickets created and closed monthly trend
- Median time to resolution
- Downloadable tickets report
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