In today's digital age, where customer service plays a crucial role in shaping brand loyalty and perception, IntellDesk emerges as a revolutionary platform designed to elevate the customer experience. This comprehensive B2B customer service solution integrates advanced AI capabilities with intuitive interfaces, empowering customer service agents and team leaders to deliver exceptional support.
In the ever-evolving landscape of customer service, where consumer expectations are soaring, IntellDesk stands at the forefront as a transformative solution. According to recent data from Forbes:
Our team acknowledges this inclination and tackles the challenge by fostering stronger collaboration between humans and agents. With the strategic integration of AI to enhance accuracy and efficiency, we want to strike a harmonious balance between technological advancements and the cherished personal touch users seek.
A comprehensive analysis of competitors such as Zendesk, Zoho Desk, HubSpot, and Kustomer reveals notable strengths and weaknesses in the customer service solutions market. Each platform offers unique features, such as AI-driven automation, multi-channel communication, and CRM integration. However, challenges such as high costs, steep learning curves, and limited scalability pose significant obstacles for businesses.
In shaping IntellDesk, we leveraged an Affinity Mapping session to gather diverse insights, engaging 5 team leads (green post-its) and 5 agents (yellow post-its). This method helped us distill crucial perspectives from both management and frontline staff, ensuring our platform meets the nuanced needs of all users involved in delivering exceptional customer service.
For this project, as it involves a white label product, our primary focus is on ensuring that the features function in a manner aligned with user preferences. Therefore, we have opted to conduct the usability test using a mid-fidelity prototype. This approach allows us to gather valuable insights into how users interact with the product while maintaining flexibility for iterations based on their feedback.
Product Under test
IntellDesk, an AI-driven customer support ticket system, designed as a white-label solution for business-to-business (B2B) use.
Business Case
IntellDesk seeks to enhance customer service operations by providing a cutting-edge AI-driven ticket system designed to optimize ticket resolution, improve agent efficiency, and elevate customer satisfaction.
Test Objectives:
Participants
5-10 participants, who work in CSR industry as either Team Leader or Agent
Equipments
Laptops and phones.
Test Tasks:
Responsibility
Test facilitator/observer- Pei, Haylee, Donge
Dates
All the tests will be finished be by March 9th
Procedure:
After conducting a usability test with 8 diverse users, including agents and team leaders, we meticulously gathered their feedback and insights. This structured approach allowed us to create a comprehensive feedback capture grid, providing a clear overview of areas requiring improvement and refinement.
IntellDesk received pretty positive feedback on its AI-driven feature. On a scale of 1-5, the feature's usefulness was rated between 4 and 5. Users appreciated the efficiency gains provided by AI tools in ticket management, particularly the combination of quick text prompts and keyword highlighting. However, as we conducted the test with both agents and team leaders, we observed differing perspectives on the dashboard layout. While team leaders found detailed metrics beneficial for performance analysis, some agents felt that excessive details could be distracting and impact productivity. In response, we plan to implement visibility adjustments to ensure that dashboard elements are tailored to each user's role and preferences.
While this product is intended as a white-label solution, for default branding, we have chosen to incorporate a clean and modern aesthetic with a minimalist color palette to convey professionalism and simplicity.
Collaborating with two talented UX designers on this project has been an immensely rewarding experience. I'm grateful for the opportunity to lead the team and contribute my expertise, especially given my background in user support spanning several years. This project holds a special significance for me, as I deeply understand the challenges faced by customer support professionals and believe in the importance of providing them with effective tools and resources. Together with the UX team, we've been able to channel our collective insights and skills to create a solution that not only meets user needs but also reflects our shared commitment to improving the customer support experience. Through this project, we've learned-
As we move forward, we're committed to refining our solution based on ongoing feedback, aligning with both user needs and organizational objectives. Our collaboration has set the stage for further innovation, and I'm excited to continue improving the customer support experience.
