How can we help our customers deliver a “Next Generation” support experience to their customers?
Support Use Case - Customers helping customers, for free
Lithium’s customer’s created communities for many different reasons, but one of the most common was a support community. These large brands realize significant savings in support costs by harnessing engaged community members to resolve customer support issues and divert calls from their call center or other more expensive support channels. One community manager armed with enterprise grade community software can resolve as many customer issues as ~10 agents.
I joined the team working on the project after 6-9 months of initial customer ideation and innovation sessions had been conducted, including a Google-style design sprint. I helped the team gather feedback on the chat bot concept they had come up with, but also worked to widen the range of ideas that we proposed to customers.
The visual examples below are wireframes and concept maps that I produced to help explain and visualize different ideas that myself and the rest of the team came up with based on our customer interactions.
What we learned
Customers had mixed views about bots, but the best strategy for Lithium seemed to be to support bot interactions from 3rd party bot vendors on their social media management platform. This meant Lithium didn’t need to make a risky investment in bot technology until it had proven itself.
We learned from some of our most savvy customers about an existing framework for producing and maintaining support knowledge called Knowledge Centered Support (KCS). I was able to learn from key concepts of the framework and produce compelling product features and experiences to foster the production of high quality support knowledge.