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The Impact:
This design increased feature adoption from 2.2% per month to 3% per month.
This design increased feature adoption from 2.2% per month to 3% per month.
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Mocks
using freshdesk - from a customer support agent's pov
Freshdesk and it's users
What is Freshdesk?
Freshdesk is a customer support software (B2B) to help businesses manage their customer service operations. It can be used to handle inquiries, tickets, and communication across multiple channels. An example of an inquiry is "I would like a refund" or "I would like to return this item".
Who uses Freshdesk?
Customer enquiries or requests are converted into support tickets for customer support agents to handle, collaborate, and resolve within Freshdesk.
Customer enquiries or requests are converted into support tickets for customer support agents to handle, collaborate, and resolve within Freshdesk.
Problem & opportunity
the existing freshdesk - shopify integration
The Freshdesk - Shopify integration enables businesses using Shopify to synchronize customer data, order information, and support interactions, allowing support agents to provide assistance to customers directly from within the Freshdesk platform.
Please note that the case study below has only been shown in part to comply with the company's NDA policy.
Why do customer support agents use the Freshdesk Shopify integration?
“It’s time consuming to switch between Freshdesk and Shopify for each support ticket. The integration saves precious time.”
By having customer and order information readily available within Freshdesk, agents can handle support requests more efficiently. They can quickly access relevant data, respond to inquiries faster, and minimize the time spent on searching for information across different systems.
How do customer support agents use the integration?
Every time a customer reaches out to a support team, a Freshdesk ticket is created and assigned to an agent.
For example: Emily reaches out to Crazy Cupcakes asking where her order is.
Once she reaches out via their website, a support ticket is created.
This support ticket is then assigned to an agent who immediately responds.
Once the support agent gets the order details from the customer, the agent opens the Shopify integration to get the tracking details. The agent then replies to the customer.
And the cycle repeats for every customer inquiry.
This support ticket is then assigned to an agent who immediately responds.
THE OPPORTUNITY:
Improving the integration will lead to customer support agents responding to requests faster.
User Research methods
Surveys and Questionnaires
wHY WE SENT OUT SURVEYS AND QUESTIONNAIRES
We sent out surveys and questionnaires to our users (qualitative research) to understand in detail how they'd like the integration to be improved and what problems they were facing.
results from the surveys
"How would you like to improve the integration?"
user research pt ii
"What kind of queries do your customer support agents get?"
competitor analysis
Other CRM - Ecommerce integrations were compared, and each of them had their pros and cons which were listed. (not shown to comply with the company's policy)
Scope & Planning
Planned added features:
DE-SCOPED DUE TO TECHNICAL CONSTRAINTS
The tracking information was scrapped from the roadmap due to engineering constraints.
Design principles
collaboration and contribution
the team
Product Designer (Me), PM, Engineering Squad
HOW I CONTRIBUTED
Designs
using the DESIGN SYSTEM
I reused components that already existed in the design system, save for one mini button. This mini button was reviewed by the design, engineering and product team and then added to the design system.
The shopify widget - old integration vs the designed integration
Before & After
the designed integration
The Shopify widget - deep diving into the changes
the added flows to the widget
The Shopify widget - deep diving into the changes
Before
The old Refund and Cancel flow and why it didn't work
aFTER
The designed Cancel flow (in a slider)
aFTER
The designed Refund flow (in a slider)
a new addition
A shipping information slider
As part of this project - I also designed an e-commerce onboarding experience for potential customers that come across Freshdesk from Shopify.
The onboarding experience was added as part of the secondary release.
Please note that only half the case study is shown to comply with the company's NDA policy.