Overview

Due to the rapid increase in users, the customer service department was experiencing a manpower shortage. There were elevated cases of inquiries by not only users but also employees of other sales departments.

To solve these issues, I created a Q&A page where users can find the answers to their questions and a guidelines page that solves problems arising from product use. I divided the main iOrderfoods products into Website / Android App / Printer / POS sections. I also created problem-solving and explanation categories according to specified functions in sub-tabs.

Results

We received feedback that satisfaction increased significantly from Customer Service. Salespeople were educated based on this guide on communicating with customers. Being on the same page gave them a dramatically improved level of understanding and made the problem-solving process more efficient. We received positive feedback from all users who used this support page including customer centers, customers, and sales.