Context e objective
Omnichat is a leading chat-commerce startup in Brazil. Its technology, through channels such as WhatsApp, Webchat, Messenger or Instagram, allows a virtual store to provide conversational assistance to the consumer through a chatbot or salesperson, enabling increased sales conversion and customer satisfaction.
The objective of the following project is to solve one of the main user pains, in relation to the use of the Chatbot, identified through complaints made in the SAC.
User problem
In order to include away messages in the bot, especially in cases of holidays, it is necessary to make some complex changes or change the bot on the day of the holiday and then go back to the original version. None of these cases offers a pleasant experience, and sometimes they generate doubts in customers, who open several calls in the SAC when trying to make these changes alone.
UX Research
Analysis of Customer Service calls in the last 6 months to validate the problem:
User interviews
Interviews were conducted with the top 5 customers who opened a call to understand their pain and help identify the problem. All highlighted the need for autonomy to make small adjustments and message inclusion in their bots.
CSD matrix
MosCow
After analyzing the Customer Service calls, interviewing users and preparing the CSD and MosCow matrices, the next steps were the creation of the User Story and benchmarking research to then start the solution design process.
Benchmarking
The main focus of benchmarking was the identification of existing temporary messaging solutions that are familiar to the customer and that are primarily easy and straightforward to use. After some time of research, it was concluded that the absence messages/automatic replies available in the emails are excellent inspirations because they have a similar use case (temporary nature) and because they are in common use for most people.
Solution definition
After the discovery stage, the main bet, to solve the user's pain, was the development of the "Temporary Message" feature, designed to be a friendly solution, which does not require flow changes and can be scheduled for holidays, allowing that the user does the configuration in advance and doesn't have to worry about going back to the previous version of the bot after the desired date.
The first step to validate the bet was to develop an MVP of the feature, in order to observe the use of the functionality, measure if the calls in the SAC would decrease and evaluate the need for adjustments to guarantee the success of the solution.
Wireframe
Points to be developed in the wireframe:
• Creation of a temporary message with the inclusion of a text,
• Definition of date and time for start and end,
• Definition of the moment in the bot flow when the customer should be impacted by the message.
• Creation of a temporary message with the inclusion of a text,
• Definition of date and time for start and end,
• Definition of the moment in the bot flow when the customer should be impacted by the message.
MVP prototype for usability testing
After the technical validation for the development of the solution, based on the wireframe, the next step was the construction of a high-fidelity prototype so that usability tests could be carried out with customers.
Usability tests were done with the same customers interviewed at the beginning of discovery.
To carry out the test, the user was given the task of including, deleting and editing an away message in their store bot.
To carry out the test, the user was given the task of including, deleting and editing an away message in their store bot.
The test results were excellent and generated adjustments, based on customer comments, to improve the presented solution.
MVP temporary message in production
Results:
- Reduction to 0 of the number of open tickets with SAC in relation to adjustments of away messages.
- The feature is used by 70% of the platform's customers
- Discovery of new usage possibilities, which indicates the need to grow the feature.
- The feature is used by 70% of the platform's customers
- Discovery of new usage possibilities, which indicates the need to grow the feature.
Project evolution
After the launch of the feature, different use cases were reported by some customers for the temporary message, which was no longer just a solution for an out-of-office message, and started to be used to publicize promotions, discount coupons and the launch of new collections, for example.
Creating more than one temporary message and listing all the temporary messages already created
Realtime preview of how the message will be displayed to the end customer
Division between message settings space and message construction space
Possibility to include, in addition to the text, an image, pdf or button
