Redesigned the Cloud Office Email help tool. This tool presents a series of questions and answers to route the user to the appropriate setup article or troubleshooting article.
Some new features I've helped implement into the tool:
- Update and rewrite the content to match the latest technological upgrades to our supported devices and platforms (iOS, Android, etc)
- Deploy new images using our in-house image API which inserts the user's details and environment specific information directly into the screenshot for easier understanding by the customer
- Set a standard article template, so that all articles have the same structure
- Track, analyze, and gather feedback of customer usage of the tool to identify pain points and reduce redundant support calls
- Provide actionable data to leadership on how this tool is used so we can improve support processes around it
- Decrease by 19% support contacts regarding our most popular support interactions
Some new features I've helped implement into the tool:
- Update and rewrite the content to match the latest technological upgrades to our supported devices and platforms (iOS, Android, etc)
- Deploy new images using our in-house image API which inserts the user's details and environment specific information directly into the screenshot for easier understanding by the customer
- Set a standard article template, so that all articles have the same structure
- Track, analyze, and gather feedback of customer usage of the tool to identify pain points and reduce redundant support calls
- Provide actionable data to leadership on how this tool is used so we can improve support processes around it
- Decrease by 19% support contacts regarding our most popular support interactions