Overview
Users of Partner Center tried utilize our self-help workflows to find the appropriate resources to help them with their platform problems and questions. As a result, our customer service department was overwhelmed with extra support tickets from these frustrated users trying to find solutions for themselves.
Approach
After some initial discovery, we found that most users found it challenging to find the appropriate resources due to how confusing and scattered the experience was. As a result, the team set out to simplify and consolidate the help experience for our users.
Context is key
Exploring help resources within the context of the current workflow creates a more seamless experience for users. I advocated utilizing a side panel view rather than an entire page.
Findings
After a few months post release we observed these findings
User activity
50%
Utilization
Half of our users interacted with our new help center and explored our self-help resources
CSAT
94%
CSAT score
2% increase in our overall CSAT score
Support tickets
100 less
per/week
The customer support teams' weekly ticket intake decreased by 100 tickets