Can chatbots enhance support without losing the human touch? We helped our client find a balance – designing an experience that their audience would trust and want to use.
The Challenge
Our client – a global audio streaming client – wanted to understand how they could integrate bots into their support experience, without alienating their audience of music lovers.
Our Approach
We took a 3-phase approach to exploring user expectations and behaviors related to chatbot.
Evaluating the current support experience. Through user interviews we explored how customers perceived the current experience of chat. Was it meeting their expectations? How well did it help them solve problems? This helped us to determine unmet needs, unsolved pain points and untapped opportunities for our client.
Perceptions of bots. To establish mental models and expectations of bots we ran user sessions which included competitor platforms.
Testing prototypes. To test developing hypotheses, we ran sessions with customers to evaluate initial reactions to sync and async support concepts, and establish the best path forward.
Why this approach? Each phase built on the last – moving us from understanding the challenges around current support, to customer perceptions, which in turn informed our prototype testing.
The Outcomes
The insights we delivered gave our client gained clarity on how to integrate bots into their support experience. Furthermore, our design recommendations helped them to better overcome any negative perceptions, and informed their strategy for over 500m users worldwide.
Could our insights help you optimize your support experience? Get in touch to speak to one of our experts.