Support Ticket

an interaction between customers and the customer support team

Support Ticket

an interaction between customers and the customer support team

Project Overview

The term support ticket refers to a type of interaction between a customer support team and a customer. Tickets can be opened by customers whenever they have an issue that requires the attention of a customer support team.

Project Overview

The term support ticket refers to a type of interaction between a customer support team and a customer. Tickets can be opened by customers whenever they have an issue that requires the attention of a customer support team.

1-2 Months Duration

Project Timeline

problem statement

Problem

Users sometimes struggle to express themselves to customer support agents. During a chat or call, frustrated users may:
  • Not be able to explain the situation as it happened
  • Not remember the situation for the agent to replicate
  • Have the language ability to make their situation clear
  • Be emotionally driven and impatient
  • Lack the technical language or knowledge to express themselves
  • Not trusting agents with sensitive identifiable personal information, therefore not giving access to sharing a screen

Solution & Goal

Create a user-friendly process to create support tickets easily without any hurdles.

Problem

Users sometimes struggle to express themselves to customer support agents. During a chat or call, frustrated users may:
  • Not be able to explain the situation as it happened
  • Not remember the situation for the agent to replicate
  • Have the language ability to make their situation clear
  • Be emotionally driven and impatient
  • Lack the technical language or knowledge to express themselves
  • Not trusting agents with sensitive identifiable personal information, therefore not giving access to sharing a screen

Solution & Goal

Create a user-friendly process to create support tickets easily without any hurdles.

OUR WORK

Design PROCESS

UX Research

An outstanding customer support experience can give customers the same trust, accessibility, and familiarity as a traditional bank. Customer success teams in fintechs need to.
  1. Users having issues with the app won’t have a lot of patience waiting for a solution.
  2. We Identify what the issue is quickly and communicate with the user either on how to solve the issue themselves, or how the team will be making a fix in the future.
  3. We Integrate support tools to manage tickets and solve issues quickly.
  4. We prepare FAQs so users can get answers themselves, lowering ticket volume.
  5. We Identify and effectively communicate common or recurring issues to product teams so they can work on long-term solutions and improve churn rates.
  6. We Track and measure everything. Only with accurate user behavior data will you be able to properly identify user pain points and resolve issues quickly.

Survey statics

The quantitative research involved an online survey of some questions which was taken by people and following were the findings.

Problems faced by customers in banks can range from poor customer support to not being able to send international transfers.

Long waiting times in customer service delivery can cause unpleasant experiences for a lot of customers. And, most customers won’t give you another chance after a bad experience. They might simply switch their bank.

user person

About

  • Sara is about to complete B.A in business Administration and hopes an internship will launch her career in project management.
  • Spends too much time on the internship at the computer, working a lot.
  • Needs to find easy way to deal with clients.

goals

  • Find easiest way to manage and deliver quickly response to clients.
  • It helps to Increase the productivity, and system facilitate better client communication for your business.

Frustrations

  • I’m having the direct bank issue and the support team isn’t responding to my ticket.

user flow

This Process flow defines all the steps involved in resolving a customer query.

Low Fidelity mockups

High-Fidelity Designs and Prototype

annotation

  • Click to create new ticket.
  • Search option
  • System generated ticket ID’s
  • Filter option
  • Filter Popup
  • Required Fields & Form
  • Submit Action Button
  • Result Table

Modern Color palette

A well designed color palette can help create a memorable user experience and establish a strong brand identity.

typography

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