Dee was designed specifically to remove barriers between revital U’s customers and the answers they sought. Because they put answers at the user’s fingertips, chatbots are an ideal way to reduce communication friction. To leverage this feature for a customer service chatbot, you need to put your chatbot where customers look for questions.
When a revital U customer has a question, their first stop is the support webpage—so Dee lives in a web widget on that support page. Since its launch, 48% of support page visitors have used Dee.
After determining where Dee needed to be, the next design challenge was to make sure it was easier to get an answer through the chatbot than by calling customer service or creating a support ticket. To accomplish this, we created a menu with the questions customers repeatedly asked the customer service team.
Instead of getting on the phone or writing up a long ticket, users could simply click on their question in the menu and get an immediate answer. To ensure that the user experience was frictionless as possible, the following design features were also added:
- After Dee responds to a question, it sends a follow-up message like this so the customer knows what to do if their question wasn’t answered completely or they need more help.
- Dee is integrated with revital U’s ticketing system so customers never have to ask the same question through multiple channels.
- There is a clear escalation path to a live customer support agent.
- Customers can type their own question if they don’t want to navigate the menu.