CUSTOMER SUCCESS

THE GOALS

•  Address customers' main usability issues.

•  Reduce calls to customer service team.

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THE CHALLENGE

Unlike typical projects which addressed a particular experience, the Customer Success project addressed top call drivers across multiple flows.

This was an exciting opportunity to directly improve issues users were having with the site. The challenge was working with teams who owned the flows, learning why they made the decisions they had, and coming up with alternatives that not only addressed call drivers but also worked with other teams' efforts. 

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THE SOLUTION

There were several individual solutions to a host of issues ranging from in-flow messaging to clarifying order status to changing delivery addresses to deleting credit cards. 

By addressing these and other issues the Customer Success project saved $3,800 in operational income every day.