Customer service is changing. AI chatbots now handle most routine queries, which means human workforce are increasingly dealing with the more complex cases.
This was the situation for my client, who had recently expanded their customer support team to include globally dispersed workers. Despite completing the onboarding programme, staff were still making errors and customer complaints had increased.
After a thorough needs analysis, it became clear that the solution was not more training.
What staff needed was a resource to bridge the gap between a quick-reference handout and the detailed policy documents the client had already produced.
I designed an interactive job aid in Articulate Storyline to help them handle complex queries more efficiently.
The interaction uses a simple branching structure. Staff select the option that best matches the customer’s issue, and the tool provides a suggested response while linking to the relevant policy guidance if more detail is needed.
Instead of asking customer agents to remember every procedure, the tool helps them find the right answer while they’re supporting the customer.