Customer support for merchants was completely redesigned, and allowed merchants to self-serve and leverage intelligent routing to receive responses to support queries in a timely manner. The project not only improved merchants' support experience by addressing the pain points of the current support experience, but also reduced transactional workload for Merchant Support, Service and Development teams.
ROLE | Sr. Product Designer
+20%
INCREASE IN TMSAT
-10%
DECREASE IN SUPPORT CONTACTS
+20%
NEW USER ADOPTION
Login
Based on support data the existing login did not support the most common support requests. We added easy access to most common support topics and easy escalation through new support channels if needed.
Support and Contact
The support solution addressed the most common support questions as seen in the historical support data. If these solutions failed to resolve the issue the user was given a path to several contact methods to contact Merchant Support.
Feature Notifcation
Feature Notification was prominent to insure new user adoption. Since mobile users where the most common platform, special attention was taken to engage and inform users of the new features upon login to the Merchant Center mobile experience. Escalation was also added so users were able to escalate there unanswered support request after 48hrs if they had not received a response.
