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"Sidekick: Find an Expert" is a cutting edge mobile app designed to connect users with industry experts across various fields via 1-1 video coaching.
It began as a promising startup but quickly encountered a hurdle common among new platforms: the "cold start problem." This challenge requires attracting both knowledgeable experts and active users to thrive.
As the lead product designer, I spearheaded the project's strategic direction and reimagined Sidekick into a targeted coaching platform, strategically connecting Savannah College of Art and Design (SCAD) alumni with current students, thereby invigorating the ecosystem with a dynamic and engaged community. My contribution extended to designing and implementing the app's key features.
20%
Reduction in customer churn
12%
Increase in customer satisfaction scores
3.2 min
decrease in response times for customer inquiries
Problems
Customer Service Delays Led to Customer Dissatisfaction
Global Bank Corp's digital platforms were facing significant challenges in customer service responsiveness and efficiency, contributing to high rates of customer churn. Analysis showed that delayed response times in customer service inquiries significantly impacted customer satisfaction. The majority of customers expected immediate assistance, and any delay heightened the risk of churn.
Lack of 24/7 Support Deterred Potential and Existing Customers
With the banking industry moving towards round-the-clock service availability, Global Bank Corp's limited customer service hours were a deterrent to both potential and existing customers, who increasingly sought instant support regardless of the time of day.
Inadequate Handling of Routine Inquiries Overwhelmed Customer Service Teams
The customer service team was overwhelmed with a high volume of routine inquiries, which not only slowed down response times but also prevented agents from focusing on more complex, high-value customer interactions.
Goals
Enhancing Customer Service Experience
The primary objective was to overhaul the customer service experience by offering an immediate, accurate, and always-available support system. This goal aimed at improving customer satisfaction, reducing churn, and streamlining customer service operations.
IA
Developing a Comprehensive Chatbot IA
The project team meticulously designed the chatbot's information architecture to ensure it could handle a broad spectrum of customer inquiries effectively. This planning was crucial for integrating the chatbot seamlessly into the existing customer service framework.
USABILITY TESTING
Evaluating Chatbot Effectiveness
Through usability testing, the team assessed the chatbot's performance in real-world scenarios, focusing on user interaction and the accuracy of responses. This step was vital in identifying and rectifying any navigational or comprehension issues.
DESIGN
Creating an Intuitive Chatbot Interface
The design phase emphasized developing a user-friendly conversational interface for the chatbot, prioritizing natural and engaging interactions. The goal was to make digital conversations feel personal and supportive, enhancing the overall user experience.
RESULTS
Achieving Significant Customer Retention Improvements
The introduction of the chatbot led to a 20% reduction in customer churn, highlighting the effectiveness of instant, accessible support in enhancing customer loyalty.
Boosting Satisfaction and Operational Efficiency
The chatbot's success in providing round-the-clock responses improved customer satisfaction levels. Additionally, automating responses to routine inquiries allowed human agents to focus on more complex customer needs, enhancing service quality.
Revolutionizing Customer Service with AI
The chatbot integration at Global Bank Corp has effectively addressed key customer service challenges, demonstrating the transformative potential of AI in the financial sector. This project not only improved customer retention and satisfaction but also positioned the bank as a leader in customer-centric innovation.
REFLECTION
Learning and Optimizing from User Interactions
This initiative highlighted the importance of a user-centered approach and the need for continuous improvement based on customer feedback. Adapting the chatbot's responses and functionality according to user interactions was a key factor in its success.
Boosting Satisfaction and Operational Efficiency
The chatbot's success in providing round-the-clock responses improved customer satisfaction levels. Additionally, automating responses to routine inquiries allowed human agents to focus on more complex customer needs, enhancing service quality.