Helping the largest support organization on the planet to be more effective by re-thinking their customer support system.

 

The problem
At the largest support organization on the planet, the firm was struggling to improve their customer support experience when customers use a multi device multi-channel approach to resolve their support query. In our research we quickly found that the firm was siloed in its approach to resolve customer support queries with splinter initiatives & lack of coordination between various support teams. Customers were not fully utilizing the various support channels offered by the firm and were going through a painful experience when transferring from ‘self-service’ to ‘assisted support’.

From asset centric to human centric

What we did
Our D4H team radically reimagined the support strategy from an asset centric approach to a human centric approach.

By immersing with both the end users as the internal support staff in our qualitative study, we gained an understanding of the stakeholders’ dilemmas & intents in the various moments of the support journey across the multi-channel, multi device support environment.

Once having captured this deep, holistic understanding of the entire system in our Journey Map, it was a small step towards a strong concept that illustrates a new, effective approach to customer support.

 

Outcome
A powerful vision to make the support experience more personal, intuitive, responsive & predictive whilst reducing the time to resolve the issue.

Picture1.png