25% increase in self-help dispatches using a data-driven approach to improve customer service for a Fortune 500 tech company

Overview

A Fortune 500 tech company struggled with an inefficient self-service portal, leading to increased support calls and operational strain. Aligned Automation applied a data-driven analytics strategy to understand user behavior and preferences, leading to significant UI/UX improvements. The portal redesign increased intuitiveness, reduced the learning curve, and included continuous feedback features for ongoing enhancement. This led to a 25% increase in self-help dispatches, improved customer satisfaction, reduced call center strain, and undisclosed cost savings from operational efficiency gains.

Real Entire Case Study

Challenges

Inefficient self-service portal leading to increased customer support calls.
Lack of data-driven insights to improve the user interface and experience.
Strain on customer support resources, affecting overall operational efficiency

Value Delivered

A comprehensive data analytics strategy was employed to understand user behavior and preferences on the self-service portal. Based on these insights, significant UI/UX improvements were made. The portal was also equipped with features for continuous feedback and improvement, thereby creating a self-sustaining system for ongoing enhancements.
Data-driven insights: utilized data science to analyze user interactions and identify pain points.
UI/UX overhaul: redesigned the portal interface to be more intuitive, reducing the learning curve for users.
Continuous improvement: implemented a feedback loop for continuous ui/ux enhancements based on real-time data.

Capabilities

Data & Analytics

Process Transformation

About Client

This multinational technology company is one of the largest of its kind in the world and is listed on the Fortune 500. It serves a global customer base in 180 countries and has extensive R&D and manufacturing operations worldwide.

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