The design - live in Freshdesk

the success metrics

The Release and Impact:
This feature was released in sprints (Agile methodology).
This design resulted in 1000+ Freshdesk accounts being setup within a year.
Total impacted MRR of ~500K.

Shipped: November 2020

the product and it's users

understanding the product

What is Freshdesk?

Freshdesk is a helpdesk system used by different businesses to simplify customer service. This Customer Relationship Management (CRM) tool can be used to receive and resolve customer enquiries.

A few customer enquiries are "I would like a refund" or "I would like to return this item"

What Freshdesk looks like - and how a support agent uses it

the customers

Who are Freshdesk's customers? (B2B usecase)

Take PlantStop, a business that sells potted plants. PlantStop's customers use WhatsApp to talk to PlantStop's customer support.

PlantStop’s customer support team has support admins and support agents that work on Freshdesk to respond to customer enquiries.

the users

Who uses Freshdesk?

Customer support teams use Freshdesk. Customer enquiries or requests are converted into support tickets for customer support agents to handle, collaborate, and resolve within Freshdesk. A support team consists of agents, and admins.

For this project - the personas are Freshdesk admins who need to install the Freshdesk - WhatsApp integration for their teams (customer support agents) to use.

What are integrations?

Freshdesk can integrate with other products or applications like WhatsApp and Shopify.
Support admins like June usually sets up Freshdesk integrations like Whatsapp for agents like Sergio to use.

understanding the integration

How Sergio uses Freshdesk’s WhatsApp Integration

Using Freshdesk, PlantStop’s agents (Sergio and the support team) can also reply to customers through the channels they reached out to.

project details

the ask - from the product

To improve the Freshdesk WhatsApp setup experience for customer support admins.

the problem statement - the old setup was .....

To setup the old integration, admins needed

Support admins needed these details (which were hard to find) to setup the old integration:
• Freshdesk subdomain
• Freshdesk API key

Support admins also needed these details from Freshdesk's customer support (manual retrieval of information):
• WhatsApp App ID
• WhatsApp App Key
• WhatsApp App Secret

the research

User research from support tickets

To understand how the setup could be easier, we got some feedback from support admins

Here are some enquiries raised about the previous setup process


From the above diagram, pain points were mapped out

plan of action

"The set-up process was hazy, complicated and required a lot of hand-holding from the support team."


The solution needs to be -

• Customers should be able to set-up the Whatsapp integration easily.
• To ensure that the customer located the WhatsApp integration quickly, the WhatsApp logo needed to be placed upfront in the Settings screen.
• All the required information for the onboarding form and how to proceed with the set-up had to be provided to the users.
• OTP services had to be added as part of the self-service set-up to reduce the support team’s involvement / security.

proposed flow chart - of the new setup
how we made it easier

What we changed from the old setup

The features

Installation from Freshdesk Marketplace

Support admins need their WhatsApp secret key, and other WhatsApp information

Clear instructions to find the Facebook Business Manager ID

The onboarding form was clearly placed in the UI.

The status of the verification and following steps are provided on screen.

old vs  new integration

The mocks - the new integration

Matching the research to the design decision

Adding WhatsApp to the Setting page

The WhatsApp integration was added as a separate icon on the settings page to market the new integration

Adding WhatsApp to the Setting page

Admins are provided information using a 3 step wizard to setup the integration, following the rules of progressive disclosure.

Helping admins find their business ID

Providing more information on how to get the Facebook Business Manager ID.

Being clear about what the next steps are

Providing the link to the onboarding form where details like the phone number and Facebook Business Manager ID could be entered.

Updating users when their details are verified

Once the form was filled and the status was verified, admins were sent an email to complete the process. The status was also displayed in their helpdesk along with a link to the page

Enabling OTP verification within the page

The last step was verifying the WhatsApp number.

Profile setup

The profile setup page was revamped too, with respect to the WhatsApp business profile details

the end