Client: T-Mobile

A new version of the assistance channel

Summary

We have redesigned and implemented a new version of the client’s customer service. We transferred our know-how in the field of creating useful, substantive content. Furthermore, we created a transparent information service. We verified it in terms of content and providing answers to the questions most frequently asked by the customers.

Sector

Telecom

Our role

Stakeholder Interviews
Desk Research
Qualitative Testing
Quantitative Testing
Value Proposition
Product Prototyping
Information Architecture
Content Design
User Testing

Challenge

Redesigning the customer service department

Our main challenge was to redesign the customer service department. The new help desk was supposed to support and facilitate customers’ search for answers and to redirect them to the FAQ section in order to minimize the number of calls to the helpline, as well as to enable easy search for answers to customer questions. Additionally, we were to systematize the structure and volume of the articles published on the site.

Result

How a new form of work on the website’s content lowered a number of calls from users?

We have implemented a new version of the customer service section. We proposed a new form of work on the website’s content. For this purpose, we trained a project group in appropriate content creation, i.e. creating and formatting support articles, and we appointed people who would be responsible for writing and verifying the content. We have designed a new architecture for the support articles and verified it multiple times to achieve a lower number of calls from users to the investor’s helpline.