Kenny Lopez
Kenny Lopez
Guided Help
Team/
Getting Help
Responsibilities /
Product Designer
Role /
iOS, Android, Web Design, User Research
Overview/
Each month, Wise has more than 50K customers contacting customer service. The problems people are experiencing can vary from trying to learn more about what they can do with Wise to figuring out why their account was deactivated. While all of these problems are ones that we would love to tackle, by far the largest amount of contacts come from customers who need help with a recent transfer. These contacts make up about 30%, which is a huge chunk of the pie. Digging deeper into these contacts, we generally find that people are asking questions that could be answered without the need for an agent. Our goal was to create a solution that allowed people to find answers to their questions without needing to sift through an article or wait to talk to an agent.
Goals/
- Increase the number of users self-serving on transfer related issues
- Reduce overall contacts by 5%
- Reduce overall contacts by 5%
Outcome/
Summary: The launch of Guided Help have been pretty amazing!
- Web
- We were able to reduce the contact rate by more than 49%
- This reduction translates to around 6k contact deflections/month or ~£50K/month
- Android and iOS
- The results were less dramatic here but we were still able to reduce the contact rate by ~5% combined
- This reduction translates to around 1.2K contact deflections/month or ~£10K/month
- Web
- We were able to reduce the contact rate by more than 49%
- This reduction translates to around 6k contact deflections/month or ~£50K/month
- Android and iOS
- The results were less dramatic here but we were still able to reduce the contact rate by ~5% combined
- This reduction translates to around 1.2K contact deflections/month or ~£10K/month
🤯
Combined, these new help features not only allow people to find answers to their questions faster and easier but also save the company over £700K per year in customer service costs...and we're just getting started.
Help Flow
Transfer delay alerts
Desktop web
Next steps/
Expansion!
Once we were able to prove that we could have a meaningful impact on contact rate using this new help structure we knew that we could extend this functionality to more than just transfer related issues. The second largest contact issues we get are about debit card transactions followed by verification issues. Since we developed this feature in a modular fashion, both on the back and front end, were able to spin up new paths for other teams to plug into.
In addition, we also saw an opportunity to connect with the team who owns the contact us page and more closely bring these two experiences together. We're still in the planning phases of this but this overall vision has the potential to not only help people find answers to their questions faster, but more easily hand off information to our agents if a customer decides the want to contact us.
Once we were able to prove that we could have a meaningful impact on contact rate using this new help structure we knew that we could extend this functionality to more than just transfer related issues. The second largest contact issues we get are about debit card transactions followed by verification issues. Since we developed this feature in a modular fashion, both on the back and front end, were able to spin up new paths for other teams to plug into.
In addition, we also saw an opportunity to connect with the team who owns the contact us page and more closely bring these two experiences together. We're still in the planning phases of this but this overall vision has the potential to not only help people find answers to their questions faster, but more easily hand off information to our agents if a customer decides the want to contact us.
