The ask:
To improve the setup of the Freshdesk - WhatsApp integration
Who are we designing for?
Customer Support administrators
Research methods: Going through support tickets
Mapped pain points from the research
→ Solutioning
→ Plan of action
High-fidelity mocks and prototypes made using Figma
the success metrics
the product and it's users
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"
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.
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.
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.
Using Freshdesk, PlantStop’s agents (Sergio and the support team) can also reply to customers through the channels they reached out to.
project details
To improve the Freshdesk WhatsApp setup experience for customer support admins.
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
Here are some enquiries raised about the previous setup process
From the above diagram, pain points were mapped out
plan of action
• 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.
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.
The mocks - the new integration
The WhatsApp integration was added as a separate icon on the settings page to market the new integration
Admins are provided information using a 3 step wizard to setup the integration, following the rules of progressive disclosure.
Providing more information on how to get the Facebook Business Manager ID.
Providing the link to the onboarding form where details like the phone number and Facebook Business Manager ID could be entered.
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
The last step was verifying the WhatsApp number.
The profile setup page was revamped too, with respect to the WhatsApp business profile details
the end