Challenge
The main challenge was to create a user-friendly contact page that effectively reduced the need for customers to call the helpdesk. The page needed to guide users to relevant online resources where they could find answers to common questions and resolve their issues independently. Eneco wanted to ensure that the page was intuitive, informative, and engaging, while still providing clear options for contacting support when necessary.
Solution
Our team worked closely with Eneco to analyze the types of questions frequently asked by customers. Using this data, we identified the most common customer needs and pain points. We then designed a streamlined contact page that prioritized self-service options, such as FAQs, troubleshooting guides, and a robust search function to help customers quickly find the information they needed.
To make the self-service options more prominent, we organized the page into clear sections, such as “Billing Questions,” “Technical Issues,” and “Account Management.” We also integrated a smart chatbot feature to guide users to the right resources or provide answers in real-time. If the digital solutions couldn’t resolve the issue, the chatbot would suggest alternative support options, such as email or scheduling a call.
Execution
We began by developing wireframes and mockups of the new contact page, ensuring that it maintained Eneco’s branding while improving functionality. After several rounds of feedback and iterations, we created a fully interactive prototype. Our team utilized tools such as Figma for design and Hotjar for user behavior analytics during the testing phase.
We conducted several rounds of user testing, selecting diverse customer groups to evaluate the usability and effectiveness of the new contact page. These sessions provided valuable insights into how real users interacted with the page, identifying areas where users hesitated or had difficulty finding information. Based on this feedback, we made targeted improvements to optimize the page’s flow and navigation.
Results
The redesigned contact page was launched with great success. Early analytics showed a significant reduction in call volume to Eneco’s helpdesk, as more customers were able to find the answers to their questions through self-service options. The smart chatbot was particularly effective in handling a wide range of inquiries, further minimizing the need for live support.
Customer satisfaction scores also improved, with users appreciating the easy-to-navigate layout and the ability to solve problems without waiting on hold.
