Problem space

The app is getting old and the holistic experience strategy is going to take a while. We have new customers signing up every day. The live chat and phone channels are beyond stressed and cost prohibitive. The virtual chat is helping some customers, but not enough.

We asked ourselves

How might we reduce the need for live channel support without completely hiding the phone number or live chat? Would adding more self-service Support to the app help?

Our customers are saying

”The app should just work without any help"
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“It’s not until I get really frustrated, that I go I looking for help or the phone number."
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"I expect a support area, but I also need help in the middle of something without having to leave.”

Reality and constraints

Do not promote phone calls, but do allow access to the phone number. Do not promote live chat, but do make available. Responding to live chat is currently problematic and not cost effective