DE'LONGHI
HOTLINE
SCRIPT
(MOSCOW· RUSSIA· 2021)
B2B
The task was to optimize the process of counseling on the hotline.
Task: optimization of the hotline consultation process.
Helps employees/operators cope with routine and complex tasks, quickly provide necessary information, while maintaining peace of mind and delighting customers.
If a client contacts him online, he already has a number of questions, and if the request is from the category of service incidents/problems with devices, then it is absolutely necessary to prepare for the negative, promptly and politely advise, providing the correct information that will relieve the client’s pain.
START
DECEMBER 2020
RESEARCH TEAM
AROUND 55+
FINAL
JUNE 2021
UX/UI
DALILYA
Operator entry point hotline, showcase, first questions/indignations/clarifications.Understanding what brand and direction is decided exactly on the main page.
Procedures for exchanges and returns, necessary links, also wording according to the law on consumer rights, etc.
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INSTRUCTIONS
UX RESEARCH
AREA
ONLINE
OPERATORS
55+
PLATFORM
GOOGLE FORM
WHICH FAQs OF THE HOTLINE ARE THE MOST DIFFICULT TO UNDERSTAND AND EXPLAIN?
WHAT GOOGLE FORM DO YOU USE MOST OFTEN DURING CALLING?
PREMIUM
SERVICE
OWN
NOTES
ACTUAL
INFO
CUSTOMERS
INFO
SERVICE INFO
19
12
15
5
4
TECHNICAL
FAQs
SALES
REFUND
EXCHANGE
DELIVERY
SERVICE
21
13
11
6
4
THE MOST ACCESSIBLE PLACE TO FIND DEVICE INSTRUCTIONS?
OFFICIAL
WEBSITES
OWN SAVED
FILES
DISC
18
12
5
INTERNET
20
Surveys of members of the hotline team to identify:
-frequently asked questions
-frequently processed brand, apparatus
- complex requests with the impossibility of resolving at the time of contacting the hotline
-sufficiency of information for consulting clients
- ease of searching for information to provide advice to clients,
and much more to identify the convenience and speed of working with the information that the client needs to quickly resolve the problem with the equipment.
WHERE DO YOU STORE SMS TEMPLATES?
0
OTHER
PLACES
55
OWN SAVED
FILES
Testing results were found in exceptional cases, including cases where the creation of a script was supposed to be such a potential offer!
