Rationale: This option features a call bar at the top of the page, designed to be minimalistic and sleek. Primary call actions are readily accessible, while secondary actions (like call transfer) expand upon interaction. This represents a significant departure from the current widget design, offering a streamlined user experience.
Freshcaller revamp
Integrating cloud telephony into Customer Service Suite (CSS) to unify voice calls with other channels, giving agents all interaction context in one place.
Background
story
In light of Freshworks' existing Omnichannel product for customer support, which revolves around Freshdesk as the core supporting various add-ons like chat, email, WhatsApp, and calling, it became evident that the industry demands a more evolved solution. The current setup feels fragmented, with each feature resembling individual products and in context maintenance across channels.
To address this gap,it was proposed the development of a Customer Support Suite (CSS), aiming to create a centralised conversation inbox spanning all channels. This suite would record all customer conversations in one place, ensuring easy access to customer context for agents.
The envisioned CSS would integrate seamless functionalities, empowering agents to engage in conversations with complete context directly from a unified interface. This unified view fosters seamless collaboration among teams, facilitating efficient support delivery across all users.
In my role within this project, I focused on enhancing the user experience specifically for the cloud telephony channel, leveraging our in-house product, Freshcaller, to contribute to the overall success of the CSS initiative.
Freshcaller in
Users' Words
It is difficult to get previous tickets raised by a customer easily in this product. I waste my time searching and keeping customers waiting. Any easier method where all tickets for one customer are easily available?
Joe
Agent @ Puppycare
I use Omnichannel, the calling widget size covers the entire browser height, this makes it difficult to see the ticket information . Can this be movable or something?
Samantha
Agent @ Puppycare
We use both Freshcaller and Freshchat, it gets tedious to maintain the app. Are you guys thinking about getting Freshcaller in Freshchat?
Annie
Supervisor @ Smartgym
User Feedback Analysis: Insights and Learnings
Seeing the customer queries and responses, it's evident that improvements are needed to enhance the user experience. Agents find the current calling widget too large, obscuring ticket information, and struggle to quickly access previous customer tickets. Additionally, managing separate applications for calls and chats is cumbersome. Addressing these issues by making the calling widget adjustable and consolidating context within a single click or no clicks at all will significantly improve efficiency and user satisfaction.
Competitor Review
INTERCOM
- Calling Widget: Pop-over and collapsible, with all call actions contained within the widget.
- Channel: Marked as a separate conversation for the customer.
- Details: Listed in one place, providing comprehensive context.
AIRCALL
- Widget: Organized into during-call actions, action items, and current call actions.
- Insight: Included within the widget.
- Layout: Resembles a mobile app, allowing users to perform multiple actions. Effective as a widget on top of other customer support products.
GLADLY
- Continuity: Detailed, continuous conversation history for each customer, with all channels appended.
- Details: Displayed side by side, offering immediate context.
Summary
Competitor analysis shows that integrating voice into customer support software can be optimized by ensuring the calling widget is unobtrusive and easily navigable, providing comprehensive customer details in a single view, and maintaining continuous, multi-channel conversation histories. These insights will guide enhancements to our voice integration strategy.
Prioritizing Widget
Information
Before conceptualizing a new widget, I analyzed the existing one to regroup and prioritize the information and actions between the widget and the Inbox page in the CSS product.
This prioritizes essential information and actions for the agent during a call, ensuring that they have immediate access to what they need most. This streamlined approach will guide the design of a more effective and user-friendly widget, while also enhancing the functionality of the Inbox page.
Customer
Information
Caller widget
Ticket history
and ticket detail
Conversation Inbox and Tickets details page
This action doesn't make
sense for an ongoing call
Call detail
Caller widget
CTA for a ticket
Conversation Inbox
Marketplace apps
Conversation Inbox
Call action
while on call
Caller widgetDesign concepts
Option 1
Rationale: A darker color is chosen for the widget to create a stark contrast against the light Inbox page, making the widget more noticeable. The familiar grouping of actions from the old widget is retained to ensure users do not have to relearn the interface. The widget expands only when necessary to maintain a clean and unobtrusive appearance.
Incoming call notification
Answered call
Extended widget
Option 2
Incoming call notification
Extended widget
Option 3
Rationale: Call actions are integrated within the chat box, similar to other communication channels, thereby saving page space. However, this approach proved impractical as users needed to return to the screen repeatedly for call actions, limiting its scalability and usability.
Extended widget
Incoming call notification
Incoming call notification
Consistency for Reduced Cognitive Load
The layout for customer information remains consistent from call notification to answered call. This consistency reduces cognitive load for the agent, allowing them to focus on the call rather than adjusting to changing interfaces.
Consistency for Reduced Cognitive Load
The layout for customer information remains consistent from call notification to answered call. This consistency reduces cognitive load for the agent, allowing them to focus on the call rather than adjusting to changing interfaces.
Answered call
Customer Details and Call Actions
Information is strategically arranged, with customer details and call actions prominently displayed. The CTAs are grouped together to simplify navigation and making the widget interaction efficient.
Customer Details and Call Actions
Information is strategically arranged, with customer details and call actions prominently displayed. The CTAs are grouped together to simplify navigation and making the widget interaction efficient.
Answered call - Expanded
Scalability
The design is scalable, accommodating potential future actions without requiring significant redesigns. This ensures the widget can evolve with future needs.
Seamless Expansion
The widget expands on demand without shifting or displacing any information or actions. This seamless expansion maintains a stable and user-friendly interface, enhancing the overall user experience.
Scalability
The design is scalable, accommodating potential future actions without requiring significant redesigns. This ensures the widget can evolve with future needs.
Seamless Expansion
The widget expands on demand without shifting or displacing any information or actions. This seamless expansion maintains a stable and user-friendly interface, enhancing the overall user experience.
Creating a new
experience
Including the Conversation/Inbox page with the Freshcaller widget has significantly enhanced the way an agent works. It provides a larger canvas space, offering instant context and reducing the time to resolve conversations compared to the old Freshcaller experience. This integration allows agents to access detailed client information, the call journey, private notes, and call recordings in on go.
By seamlessly fitting the Freshcaller widget into the unified inbox page, the new design improves user experience, agent efficiency, and overall SLA performance.
Call recording
A record of the call recording is accessible to both supervisors and agents, ensuring transparency and accountability in communication.
Call logs
Every conversation includes a recorded call log, simplifying the tracking of call events for all users.
Common information
This section is consistent across all channels. In previous Freshcaller versions, agents had to access various information with just one click, but the process was disorganized.
Call ending widget
This widget appears for 5 seconds, giving agents a brief moment to prepare for the next call. It also allows quick, single-click access to the conversation, improving workflow and efficiency.
Private notes
Maintaining consistency with the old experience, agents can take private notes during or after calls. The note section is now more spacious and prominently positioned, providing greater ease for agents
The feature
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Learning
- 1. Effective Time Management: Managing a project within a tight deadline taught me the importance of prioritization and maximizing available time. Given more time, I could have conducted deeper research and potentially achieved different outcomes.
- 2. Challenges of Innovation: Breaking away from routine and proposing unconventional ideas requires mastering the art of convincing project leaders. I recognize the need to enhance my skills in presenting and advocating for innovative designs.
- 3. Continuous Improvement: Learning from feedback is crucial. I aim to refine my approach based on insights gathered from stakeholders' responses, ensuring future proposals are more aligned with project goals and stakeholders' expectations.
Introducing
voice bot
I worked on introducing an AI voice bot to the voice channel, developing the concept for this feature. However, I wasn't with the company long enough to see its full development.
Ai Bot
A new AI voice assistant feature, allowing customers to interact with a voice bot to accomplish key tasks. This AI-powered bot will reduce the load on agents by handling routine inquiries, improving overall SLA performance. It will be trained with essential documents to answer questions and execute tasks efficiently.
Conversation summary
The bot summarizes the conversation to save time and will also indicate if any follow-up actions are required.
Ai Bot
A new AI voice assistant feature, allowing customers to interact with a voice bot to accomplish key tasks. This AI-powered bot will reduce the load on agents by handling routine inquiries, improving overall SLA performance. It will be trained with essential documents to answer questions and execute tasks efficiently.
Conversation summary
The bot summarizes the conversation to save time and will also indicate if any follow-up actions are required.
Other projects
Freshcaller
Data Integration studio
A no code interface to set up, customise, and maintain data to create a true Customer 360 record in Freshsuccess.
Miscellaneous
Project Palette
A glimpse of my diverse range of projects, featuring my expertise in mobile, website, logo design etc.