Chat-based Support Service - Mobile Design

2017

 

My Mission

I had the mission to think about, how a chat-based interaction could look like if a customer needs help from his or her internet service provider to do the initial setup and to fix connection issues.

 

Senario

You ordered a new internet access for your new flat by a Hamburg based internet provider. A special service technician had to perform the initial setup for you. A few weeks later you start having connection problems and you received remote support to get it fixed.

 

Why chat-based?

A study said: People spend more than 80% of their time on a smartphone with messaging.

The benefits compared to email or support boards are that you can instantly provide help and compared to phone support you have much more possibilities to help the customers and to use automatisms too save time. Chat apps are very convenient for customers to use. From the chat you can go anywhere. You can easily switch to a voice call if necessary, you can share links, images or other files instantly.

 

 
Search Page
Candidate Profile Page
I made the User Story in order to create the scenario. Click for bigger image :)

I made the User Story in order to create the scenario. Click for bigger image :)

 
 

Demo

According the User Story, I used Botsociety to create three demos to test if the story makes sense. Please click the links below to start the demos.

Demo 1 (initial setup)

Demo 2 (initial setup remote help)

Demo 3 (connection issue remote help)

 

Customer

 
The user has ordered an internet connection and got the router delivered. He could not do the initial setup himself and wants to get help from the internet service provider. He simply opens the chat app to enter his order number and to be connected to the right service partner.

The user has ordered an internet connection and got the router delivered. He could not do the initial setup himself and wants to get help from the internet service provider. He simply opens the chat app to enter his order number and to be connected to the right service partner.

1 The user gets a confirmation to wait for an available technician. 2 The user can simply switch to view all informations about his order and product.

1 The user gets a confirmation to wait for an available technician.

2 The user can simply switch to view all informations about his order and product.

If the user needs to select a time to make an appointment to meet a technician at home, he can simply open a calendar widget without leaving the chat. The calendar shows all available time slots.

If the user needs to select a time to make an appointment to meet a technician at home, he can simply open a calendar widget without leaving the chat. The calendar shows all available time slots.

 

Service Provider

The chat app is pushing open service requests to all online service technician. A technician can accept requests depending on his availability right now.

The chat app is pushing open service requests to all online service technician. A technician can accept requests depending on his availability right now.

A chat based service makes it possible for the service technician to help several customers at the same time. While the technician is waiting for a response of a customer, he can get to another chat. He can simply switch between different chats and see when there is a new activity in a chat.

A chat based service makes it possible for the service technician to help several customers at the same time. While the technician is waiting for a response of a customer, he can get to another chat. He can simply switch between different chats and see when there is a new activity in a chat.

If the technician needs to review a chat that is already closed, he can simply go to see a history and details of this past service request.

If the technician needs to review a chat that is already closed, he can simply go to see a history and details of this past service request.

In the profile view the service technician can simply set himself online or offline as well as simply request help of a supervisor for any issues during the service process.

In the profile view the service technician can simply set himself online or offline as well as simply request help of a supervisor for any issues during the service process.

 

Service Provider Chat

The service technician can use a preset of suggested phrases to save time by avoiding repeating phrases he has to use often.

The service technician can use a preset of suggested phrases to save time by avoiding repeating phrases he has to use often.

 
If the customer sends a photo to show the technician for example the setup of his router, the technician can simply edit the photo to add marks to show the customer which cable is connected wrong.

If the customer sends a photo to show the technician for example the setup of his router, the technician can simply edit the photo to add marks to show the customer which cable is connected wrong.

Also in the chat, it is possible for the support technician to switch between different chats by tapping the name of the current chat.

Also in the chat, it is possible for the support technician to switch between different chats by tapping the name of the current chat.

 
An usual edit window to add some text and lines to a photo.

An usual edit window to add some text and lines to a photo.

Beside prewritten phrases, the service technician can also simply use suggested quick actions.                                              

Beside prewritten phrases, the service technician can also simply use suggested quick actions.                                              

 
Like the customer can go to “My Order”, the service technician can also go to a detail view to see informations about the customer and the ordered products. It is also possible to edit entries to update customer’s information.

Like the customer can go to “My Order”, the service technician can also go to a detail view to see informations about the customer and the ordered products. It is also possible to edit entries to update customer’s information.

Result

We really liked your results.