Self Service

New experiences

Problem Space

46% of self-service requests were serviced through the phone channel.
The call center could not hire and retain to maintain an acceptable average wait time and abandon rate.
The existing experience was confusing, overwhelming, ugly, and not responsive to mobile devices.
16% of phone service requests were logged in online before calling in.

Defined and communicated product strategy and business case.
Hired partners, Product Managers, Engineering Leaders, and Engineers.
Led dependency negotiations and influenced backend teams to modernize APIs.
Brought clarity to the organization's authorization challenges and quantified them to drive prioritization.
Led teams through experimentation design and reporting approaches.
Coached cross-functional product teams in collaboration and teamwork.
Developed a culture of open communication and appreciation for each other’s perspectives.

If we answer customers' billing questions on their invoices or on the billing page, they will not call in for assistance.
Past customers have tried our poor online experiences and decided to call in the future instead. If we market improvements, they will come back.
Abandon rates on mobile are due to overwhelming layout and lack of responsive design.
New customers are not aware of or encouraged to use online servicing. If we educate and market to them, then they will adopt.