Posted: 31 Jul 2018 7:53 EDT Last activity: 2 Aug 2018 16:51 EDT
Customer Service: Go Straight to Interaction
I have done user research for one of our clients and found that there is no value in choosing a task at the beginning of an interaction - and it's slowing the agents down.
Instead, we'd like to just straight to interaction. During a guerrilla usability test, we've seen this as an effective solution.
The idea is that when clicking "New Interaction", we'd jump straight to the interaction so the agents can start capturing information.
It was observed during agent shadowing that some people may introduce themselves or proactively talk about product information, thus guide a call in a certain way. This design solution tries to handle these scenarios and support cultural differences all around the world.
Is this possible technically in Customer Service? Our team has challenges with implementing this solution.
Hi Jiri, this looks nothing like the OOTB Customer Service application. In the OOTB case, we do jump directly into the Interaction and search for the customer. We don't ask about any tasks or any other information until the customer identity is established. This looks like something that's been customized by the client.