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Earlier Work
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Earlier Work
Business Challenge
Customers desiring to contact the company were forced to navigate through an extensive issue routing feature that created extra steps and frequently resulted in a call recommendation. Site was not optimized for mobile users.
Strategic Approach
Reduce the click friction and shift customer to automated services.
Design Solution
Provide all contact methods in one page with prominent action buttons. Promote Chat as the preferred contact method. Implement enhanced mobile experience by providing customer with a call-back timer but encourage chat for faster service.
Outcome
Increased chat sessions and reduced call-through rates.
Contact Us Desktop Experience
Contact Us Mobile Experience