A user-friendly FAQ page that reduced inbound call volume to Customer Service by at least 50%.
Role
User Research, Content writing, Information Architecture, Visual Design (Layout, Typography)
Challenge
Users needed information that was unavailable and requested one-on-one phone appointments with Customer Service. Customer Service agents needed a central reference for customers. Prior to this, there was no FAQ page and users could only e-mail in, try to reach the team through social media, or request a call. Due to the high volume of call requests, sometimes appointments couldn't be made soon
In desktop view, the user is greeted with a big, gorgeous macro shot of a stack of Erin Condren shipping boxes and a search bar.
QUICK ORDER STATUS:
After placing an order, customers receive an e-mail with their order number. One of the top reasons why users reached out to Customer Service was to receive an order status - by adding a simple way to get a quick update without having to log in, this page helped curb the inbound inquiries to our CS department.
After placing an order, customers receive an e-mail with their order number. One of the top reasons why users reached out to Customer Service was to receive an order status - by adding a simple way to get a quick update without having to log in, this page helped curb the inbound inquiries to our CS department.
CONTACT INFORMATION
Customer Service can be reached via three methods: e-mail, a scheduled phone call and chat. The information is front & center.
Customer Service can be reached via three methods: e-mail, a scheduled phone call and chat. The information is front & center.
Process
Working together with the Director of Customer Service and some CS agents, we created a user empowering Support & FAQ page.
I started by interviewing the Customer Service agents and Social Media team, identifying what the most common calls were concerning. Once I had the data and pain points, I was able to move forward with creating a self-guided support page for erincondren.com customers.
The FAQ page was designed to help curb users' overwhelm with information overload. By having clear categories and themes, users were able to narrow down their issues and self-diagnose whether a call with an agent was needed to resolve their concerns.
The topics are presented in two formats for users with different learning styles.
On the left, we presented the information in outline format. On the right, each topic was assigned an icon that best matched what the topic covered. Both menus offer the same information, just presented differently.
Results
After this page went live and users were able to address most of their concerns, requests for one-on-one phone appointments were "reduced by at least 50%" according to the Director of Customer Service, allowing phone agents to help users with more complex issues.
