Client background
ECCO Global Digital, supporting US, Australia, Canada, China, Japan, south Korea and Singapore wanted to improve their Customer Support Section, to make it easier for customers to find the answers to topics they need but also to improve Self Service for their customers.
My Role:
- Gather insights and doing research on the current Customer Service
- Improve the usability for the help pages
- Improve Self Service for the Customers
- Add functionality like Returns online
- Improve engagement and loyalty
Analysis & Research
- Research Gather data on how customers contact ECCO and what their pain-points are
- Needs and pain points. Based on the data we could identify where to improve. The information pages were hard to scan, information sometimes hard to find and some processes like Returns needed improvement.
- Objectives. Create a Customer Help Center, improve flows, ways of contact and Self Service Online.
- Additional. A customer help section that is ready to scale and focus more step by step on loyalty and engagement.
Customer Help Center
Create one Customer Help Center, scalable, improving browsing help topics and offering Self Self Service Tools as well as building Blocks for Loyalty and engagement.
Easy Returns
Enable Self Service and improve the flow for Customers for Online Returns
Chatbot
Moving from webchat to chatbot. Improve ways of contact and also add 24/7 customer support. As research showed, chat is an important way of contact for Customers
