webcare ux redone
Customer service should be about people and super smooth processes. I restructured obi4wan online platform, focussing on sentiment and process.
Webcare is the key between global-never-sleep-always-on customers and businesses in the digital age. Where ten years ago you'd dial a number when a product fails - now you grab your phone and shout out on social media. Customer service heroes are faced with many, many communication channels trying to build a relationship with actual people (you, that is). OBI4wan offers order in chaos and a smooth process as a webcare team.
organizing multiple streams of communication
This s.a.p. is facilitating webcare teams to move through stacks of messages on an hourly basis. Seeing what the average sentiment is, seeing what the content is about and dealing with the question - and still being able to deal with real people.
multiple streams in one overview
The dashboard features your inbox 2. Hover over a message gets you actions such as "reply". Click the message opens a new stream 3; you now get the full conversation 4. By scrolling horizontally through the dashboard you can have many other active streams, but they're out of sight 5. An extra panel 1 next to your inbox tells you the number of new messages and a series of predefined filters.
inbox and messages
Each message is from a person, someone you could best connect with by seeing a picture 6. Next to it, the logo of the platform the conversation is on is shown. Interpret the level of sentiment 7 to prioritize replying to it. Scrolling through the messages, this sentiment-line makes seeing urgency easier. Bottom left are the social-actions (reply, share etc) 8 and right next to it are the process-actions. Attachments are shown on the right 9. You can 10 filter the messages (chosen filters are shown at the top) and 11 edit multiple at once.
messages, cases and scrolling way back
When choosing to reply to a message in your inbox, a new stream appears 12. You're in a conversation now. The top tells you the customers' name, the bottom shows the current conversation 13. Once a topic is closed, it changes into a "case", numbered and labeled 15. In case of a longer relationship with a customer, the outer scrollbar 14 will tell you the dates of the previous conversations.