Project lead
Increase the customer retention and brand satisfaction
Figma, Confluence
4 months
Challenge
Without a comprehensive understanding of the feature requests, the team commenced gathering the requisite information from various stakeholders. Concurrently, we gained insights into the diverse technologies employed across various portals. The primary objective was to integrate all existing customer-facing access points, including ticket management, knowledge base, account management, product updates, billing, communication channels, and so on, into a unified portal.
Process
Integration
Ensuring the portal integrates smoothly with existing systems and tools
User Adoption
Encouraging customers to use the portal and making it intuitive and user-friendly
Personalization
Created a various user flows, onboarding and settings for the best experience
Customization
Balancing standard features with the need for customization to meet specific customer needs
IMPACT
Improved Customer Experience
Centralized location for all customer interactions, enhanced the overall customer experience that is convenient and efficient
Increased Efficiency
Automating support and account management processes with reduced workload on support teams and speeds up resolution times
Enhanced Security
Secure access to sensitive information, ensuring that customer data is protected
Better Insights
Ability to gather valuable data on customer interactions and preferences, helping them improve their services and products
Brand Loyalty
Increased customer satisfaction and loyalty by providing a seamless and personalized experience
