WeSupport

Users were going to customer service for every issue, even though many answers were already in the FAQ.
It seemed like users weren’t using the FAQ effectively, which caused more support requests and lower satisfaction.

Users contact customer service for every issue because the FAQ is hard to find.

Forms can only be submitted when :    
1.The customer service staff is offline      
2.While waiting for customer service staff, I click the "Leave" button

After submitting the form, users receive an email reply from the web-to-case system, but they often don't check their inbox, leaving issues unresolved.

1. Increase user satisfaction and reduce customer churn
2. Improve customer service efficiency to save operational costs.

Enhance FAQ visibility and incorporate elements that guide users to self-serve solutions.

As the designer in charge, I start by gathering user requirements with the BA Manager and stakeholders. Understanding both company and user objectives allows me to create the wireframe and design scope.

To ensure clear communication with the business analyst, project executive, and developers, I create a mockup flow that details page connections and section functionalities.

These include:

• Article search

• Customer service contact

• Issue search

• Comment and feedback submission

• Comment history view

• Enhance FAQ visibility and usability to reduce reliance on customer service.


• Allow users to quickly and easily leave questions.


• Enable users to access feedback and their question history easily.

Include feedback and history sections, allowing users to refer to previously asked questions to solve their issues more effectively.