Help center
- Jan 6
- 2 min read
A channel for solving simple problems.
2024 B2B Sales Force Brazil
Summary
In early 2024, I was challenged to create content for the company's clients, aimed at clarifying doubts about a specific product. This material could also be shared with other companies facing the same issues.
During the process of understanding customer needs, I identified other questions that also required content with the same delivery approach.
Based on this survey, a more comprehensive study was initiated.
I do
As a UX Designer, my mission was to identify user profiles, determine the appropriate type of material to meet the demand, map the main initial questions, including the one that originated the request, evaluate the expected gains from the solution, and define the most appropriate tool for delivery, in addition to the criteria for measuring the project's success.
Problems
A high number of support tickets were opened for questions that could have been resolved without the need for a company representative to intervene.
Lack of documentation or documentation limited to developers.
Delays in responding to calls due to high demand.
Decentralized communication with no standardization of tone of voice.
Existing documentation lacked structural standardization.
No updates after changes.
The support team was frequently overwhelmed with calls related to questions about product functionalities.
These problems resulted in delays in resolving more important calls and inconsistent information for similar questions.
All issues encountered were captured through support tickets and with the internal support team.
Solution
The marketing department was involved to assist with internal and external communication, adjusting the brand language, the tone of voice of the help center, and the textual structure used in the communication.
To meet customer needs, it was decided to create a digital platform with quick and easy-to-find articles, organized into sections that would facilitate user navigation based on the products they use.
A benchmarking of the tools available on the market was carried out, and the following requirements were established for the solution: ease of article creation, support for inserting media such as photos and videos, efficient search functionality, grouping by themes, and the possibility of future iterations.
Results after the work
Among the results obtained are a reduction in unnecessary calls and improved internal communication.
In less than a year on air, 33 articles were published.
The articles are updated frequently, centralizing the information in a single repository.
Months on air
10
Articles created
33
Monthly views
700
New relationship agent
During the project, we identified the need to create a customer service agent responsible for indirect communication, so we created Poliana, our virtual assistant who personalizes communication by signing all articles.
What does the name Poliana mean?
Poli - Term used by employees to refer to the company - Polibras.
AI - At the center, it represents the company's vision for its products.
Using this vision, we created our assistant, a 30-year-old Brazilian woman who is a sales force specialist.
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