Chat-based Support Service - Mobile Design
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.
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.
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.
Service Provider Chat
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