Integration
Migrate from our current CRM tooling
Outgrew our current and wasn't able to cover all the features we needed
Knowledge base & CX teams along w/ a myriad of other teams from app to webflow.
First
Started with collecting all requirements and information in one place
Design process
From UX → UI → Copy
1. I collected the coming UI2022 styling for reference and created components.
2. Figured out the customer flow and a simple structure. Took it to crit for feedback.
3. Once the UX was done, turned our focus to UI and copy. Working closely with CX & KB teams to fill in the lo-fi designs with some real content.
4. Finally reviewed it with the stakeholders and off we went building it.
Template
This is the final outcome, and this is what we'd rolled out to all our help centres.
⚾️ Curve ball: engineering draught
All our engineers where busy working on feature releases and we didn't have engineering support from Zendesk, as it was not accounted for in the original agreement. So I offered to fill that gap. Zendesk uses this language called HandlebarsJS, fairly simple to be honest but I learnt that and went about implementing the design.
Launch
With sign off from all parties; I rolled out this template to our sister companies, matching it with their respective look and feel. This project was delivered 2 month ahead of schedule and under budget as I ran it end-to-end in respect to design and development.
Launched on the 24th Jan, it went really smoothly and was received incredibly well across the company. Click logos to see live sites.
Outcomes
44% of conversations started on Polly (chat widget) were deflected
72.5% were marked as solved with the first reply
First median reply time on chat down by 32%
4x more metrics to work with; higher level of insights