LEADING
THE CHARGE
FOR SUPPORT
PROJECT
Enhance support features on the PepsiConnect app by integrating support functionalities through WhatsApp integration.
PROBLEM
Implement support improvements on the PepsiConnect app by integrating WhatsApp support features.
GOAL
Build a best in class support solution by leveraging WhatsApp as the chat support client.
PEPSI CONNECT APP
The Pepsi Connect app serves as a platform for ordering and tracking Pepsico goods and services. Its popularity has been boosted by its rewards program and the diverse benefits it offers through usage.
WHY WHATS APP
Ranked as the third most used social media platform globally, behind Facebook and YouTube, more people trust WhatsApp compared to other messaging apps. It is the favorite social platform among Internet users aged 16 to 64.
Historically, people have relied on a call center to address PepsiConnect issues. The current strategy involves implementing chat automation to substantially decrease the daily volume of support calls.
USE CASES
To prioritize support efforts, it was crucial to identify the various types of issues users encounter on a daily basis and assess their frequency of occurrence.
We relied on the call centers for data, ranking and consolidating the information into support categories. The objective was to construct a user flow that would provide insight into the typical path taken by a user facing a specific support issue.
STAKEHOLDER POINT OF VIEW
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FOR THE USERS
It reduces the obstacles customers encounter when reaching out for support via phone, empowering users by offering guidance throughout the support journey, making navigation effortless.
FOR THE BUSINESS
It decreases the workload in the call center, resulting in cost reduction, and fosters customer affinity and trust.
FOR THE BUILDERS
Offers the chance to shape and expand support alternatives starting from the beginning.
IA EXPLORATION - USER FLOWS
I developed the flows in FigJam during use case work sessions.
USER TESTING
Through testing in the Colombian market, we found that language preference options in the region were crucial. As a result, we incorporated a quick language selection option at the beginning of each support journey. The ultimate goal is for the app to remember subsequent logins and associated preferences.
OUTCOMES
Applying the insights gained from the previous steps, we refined the flows for the MVP and conducted another test over a two-week period. The outcomes were positive, with the new support flows successfully resolving 66% of support incidents via self help. 33% of tickets were resolved by live agents.
RESULTS
Play video below
