Raise.com Help Center
Creating a global Help Center for all consumer-facing products that allowed customers to find the answers to their pressing questions without contacting service.
Sketch, Excel, Mural.ly
UX Designer / IA
With an average of 24 tickets cropping up per 1,000 orders placed on Raise, the UX and data teams collaborated to analyze all help tickets entering the Zendesk system over a three month time period. Ultimately, it was found that many of our users shared seven common questions, which, when cross referenced with call and chat times, were costing each Member Services agent roughly 4.6 hours of each 8 hour shift.
Furthermore, the Zendesk support platform was found to be a costly support and ticketing solution. In an effort to increase efficiency and cut costs, Raise instead implemented with Desk.com (a Salesforce subsidiary) to create a brand new Help Center from the ground up with the goal of allowing customers to find the information they needed without Member Service intervention.
- Reduction of Member Services ticket volume
- Decreased ticket resolution time