Reducing support load through self service

Redesigned troubleshooting flows to reduce resolution time and support load

• 98% task completion

• Support volume reduction

Role:

Product Designer

Belong

Year: 2023

Context
Customers frequently contacted support for issues that could be resolved through simple checks, increasing call volume and resolution time. The existing troubleshooting experience was unclear and fragmented, leading to unnecessary escalations.

Guided flow detects issues using service and location context

Problem
Troubleshooting was fragmented and unclear, leading to unnecessary support calls and longer resolution times.

Approach
Designed a guided troubleshooting flow that detects potential issues based on service and location context, helping customers identify problems and take the correct next action without contacting support.

The system surfaces likely problems with clear next steps, helping customers understand what’s wrong.

Outcome
Reduced support calls by 66%, improved resolution speed, and enabled customers to resolve common issues independently.

Step-by-step instructions walk customers through resolving issues using simple language and visual cues.

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Testimonials

"Rod’s been responsible for a huge volume of Envato's product and marketing design over more than a decade creating beautiful visual campaigns that helped generate millions for our community."

Collis Taeed

Founder & CEO

Envato, Bright Moon Trust

"Rod’s been responsible for a huge volume of Envato's product and marketing design over more than a decade creating beautiful visual campaigns that helped generate millions for our community."

Collis Taeed

Founder & CEO

Envato, Bright Moon Trust

"Rod was fantastic to work with. He has an extremely creative and unique design approach which was consistently impressive. He's also fantastic to work with, bringing a fun energy to the team."