Approach
Aiming to reduce customer care calls, I began by understanding the reasons behind these calls and analyzing the feedback received on the app. It became evident that invoice-related queries were the primary reason for customer contact.
Using this data, I prioritized functionalities and designed a dashboard to present the most common features, linking information on invoices, usage, and subscriptions. The app received similar enhancements, albeit in a more simplified manner.
Result
The new app and web solutions were well-received, leading to an increase in users and visits. To further improve user engagement, we made it easier for customer care to onboard users and closely tied shopping and self-service by creating user profiles as soon as they completed their orders.
Since then, the platform has seen numerous additions and improvements, evolving into not just a digital supplement for customer care, but also a loyalty and sales platform. With about a third of customers visiting monthly, it has become a vital tool for reducing churn and enhancing customer satisfaction.
Highlights
More than a third of the customers, used self service monthly, instead of calling customer support.
More than self service: Discounts, special promotions and competitions.
Focus on the existing customer: Club Call me was responsible for more than 1.000 sales a month.
Check out some other work
