Customer Experience and self-services usage improvement
Goal
- To understand the customer service experience and improve it fostering brand loyalty along the relationship process.
- To make it easier to promote loyalty at first sight, increasing customer satisfaction during the experience in the service.
Strategy
- Use of Design Thinking to integrate the user’s need, business value, and ability to propose Solutions.
- Human-centered approach to bringing different perspectives together and achieving a holistic approach to the problem.
Highlights
- Quick prototyping for testing and learning.
- 11 interviews with consumers, 9 with employees, and 16 hours of operational listening.
- 32 ideas on how to improve the customer experience.
- 50 quantitative deep research.
Results
- 7pp increase in customer selfservice options’ usage.
- Automation level from 82% to 89%.
- Callback reduction and increased consumer satisfaction.
