Objective:

Revamp of the Panel keeping the goal of making it a DIY Platform for Resellers.

About the Company:

The Trusted CX Solution provides customized and convenient customer care, widens reach, and enhances engagements by enabling interaction with existing and new customers on popular social platforms like Whatsapp, Instagram, Facebook, and Telegram.

Research Part:

• We started our Research by getting insights from the Customer Success Team, We mapped out the problems that they are tackling at later times.
• Then We also analyzed our Competitors like Interakt, Wati, and Yellow.ai for inspiration.

User Personas :

<aside> 💡 Admin of the Panel I Managers They are the ones who will be monitoring and managing the Agents.

</aside>

Problems Facing:

• Desiring improved data accuracy for metrics.
• The dashboard is disorganized and cluttered.
• Lack of measurable advantages from utilizing the platform.
• Difficulty accessing the Resources section conveniently.
• Unable to determine the channels through which they originate.

<aside> 💡 Agents I Sales Person They will make the interactions with the Customers on the Platform

</aside>

Problems Facing:

• Unable to access the Panel Chats due to discoverability issue
• Have to go through a long process for reaching to Support
• Unable to know when to enter the Chats while bots are operating