In response to escalating call volumes at Pinelabs' customer care, this project aimed to revolutionize user support by introducing an interactive chatbot. Focused on enhancing customer satisfaction while reducing the burden on call centers, the objective was to create an information architecture that guides users seamlessly through their queries. This case study unfolds the journey from research and analysis to the implementation of a chatbot designed to transform the way users seek help and engage with Pinelabs' services.
BUILDING AN INTERACTIVE HELP SECTION
market segment
Fin-tech Segment
product type
Point of sale devices
Skills
Information sorting, User experience , Communication
tools
Figma, Notion, Pen & Paper
Problem Statement
Pinelabs' customer care received a significant volume of calls from users seeking assistance or clarification. While this addressed customer satisfaction, the high call volume became a challenge. The goal was to create a solution that not only provided efficient support but also reduced the dependency on call-based interactions.
Constraints
I couldn't work with actual users so I had to come up with other ways to figure out where help was needed.
I decided to use the current FAQ pages as well as video tutorials to base my assumptions since this online help would have been updated and based on calls with users. Although this wouldn't be as accurate as actually getting a user to perform a usability test as well as talking to a variety of users to gauge where pain points lie with respect to where they find themselves needing extra help and what stimulates the urge to call Pinelab's Customer Service.
The Goal
In response to escalating call volumes at Pinelabs' customer care, this project aimed to change user support by introducing an interactive chatbot. Focused on enhancing customer satisfaction while reducing the burden on call centers, the objective was to create an information architecture that guides users seamlessly through their queries. This case study unfolds the journey from research and analysis to the implementation of a chatbot designed to transform the way users seek help and engage with Pinelabs' services.
Research & Understanding
Began by researching and understanding intuitive help through a competitive analysis of apps like Swiggy, Zomato, Gpay, and Paytm. Recognized that many applications relied on text-heavy FAQ pages, leading to time-consuming and inefficient user experiences. Decided to incorporate a combination of text and visuals for a more effective approach.
Mapping out pain points
Mapped out potential user issues by examining the current help section on the website and assessing features on Pinelabs devices.
Information Tree Development
Developed a comprehensive information tree by identifying user queries related to device issues, common questions, tutorials, and actions. Utilized existing resources such as the Pinelabs website and YouTube channel.
Conversation Flow
Created a natural flow of conversation by adding dialogues along with corresponding options, ensuring an engaging and user-friendly interaction.
Mock Screen Creation
Developed mock screens to visualize the chatbot interface, providing a tangible representation of the interactive conversation and user interface.
User can view the youtube videos on the device itself.
However, following along instructions is easier when it is playing on another device. Having a QR code generated for a video link to a tutorial will make the video accessible on another handheld device easily simply by scanning it with the device's camera.
Hence allowing the user to follow along easily.
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