Users were frustrated with the long resolution time for their complaints handled by the CS team
Users were confused about the progress of their complaints submitted via WhatsApp, leading them to spam the chat
Users felt frustrated having to switch between the app and WhatsApp repeatedly to ensure their submitted data was correct
Operational costs increased due to the use of third-party services for each user complaint handled by the CS team
Complaint resolution took longer as the team had to manually sort through each case from the third-party system
The CS team was overwhelmed with managing data, which had to be continuously monitored and manually entered one by one
How Might We...
...streamline the process for users to create and submit complaint, reducing the need for direct customer service interaction?
Solution
One solution to this issue is to implement CS Funneling, guiding users to create complaint tickets within the Evermos application.
How Might We...
...help users easily check the progress of their complaint?
Solution
The proposed solution is to create a new page within the Evermos application that lists complaint tickets submitted by users. These complaint tickets contain information including their status. When a ticket is clicked, it will direct the user to a detailed complaint page where they can view the complaint details along with its progress status.
There are two entry points for submitting order complaints: the help center and the order details page. The flow shown here uses the help center as the entry point.
First, user can tap the "Pusat bantuan" button → "Bantuan kendala" → "Terkait pesanan", then select the order they want to file a complaint about.
After selecting the affected order, the user can choose the specific product with an issue and select the appropriate complaint category.
Next, the user must complete the required information to proceed with the complaint submission. When the user clicks the "Ajukan keluhan" button, a popup will appear to confirm that the entered data is correct.
After submitting a complaint, user will be redirected to the "Keluhan saya" page, where a confirmation message will appear indicating that the complaint has been successfully submitted. On this page, users can track the progress of their complaint resolution through the complaint status updated by the CS Team.
The entry point for app-related issues is the help center. To submit a complaint, the user can tap "Pusat bantuan" → "Tidak terkait pesanan" → then select the complaint category.
Next, user is required to complete the complaint submission form and can only submit the complaint after confirming that the entered data is correct.
After submitting a complaint, user will be redirected to the "Keluhan saya" page, where a confirmation message will appear indicating that the complaint has been successfully submitted. On this page, users can track the progress of their complaint resolution through the complaint status updated by the CS Team.
Operational costs per transaction decreased by 50%, from IDR 16,000 to IDR 8,000
Contact ratio to CS decreased by 70%
Success in creating complaint tickets is at 94%
Designing CS Funneling for a commerce application was challenging and provided a new experience for me in terms of design exploration
Communication is crucial when working in a team; therefore, I must always communicate with the team to avoid misunderstandings
Look for design references in various applications. This should be done to understand patterns that are familiar to users