Helping you move faster than your competitors
Trooya.
Trooya lets marketers manage multiple social channels. It aims to deliver customer delight through speedy responses while providing managers with better workforce & customer insights.
Social Customer Service Reimagined.
The Challenge
The challenge in front of us was to make a tool that would allow social media
managers to connect all of their social media accounts from various channels. It was to
serve as a single message thread for support staff working in shifts, spanning across
multiple departments and locations.
Additionally, the message had to be served to the customer representative on a priority
basis, which is derived based on the influencer's score. Support staff must also be allowed
to forward questions to supervisors, put them on hold, and close cases. The supervisor also
gets to see staff performance as a comprehensive analysis for better human resource
management.
Our Solution
Given the complexity of this tool, the main aim of the design was to bundle
customer service features into a power-packed app yet make it easy to use. Switching between
channels should be quick and easy. Assigning status and forwarding responses or queries for
supervisor resolution must be effortless.
We used progressive disclosure, on-demand actions, conditional actions to ensure the
critical elements about responding were delivered seamlessly by maintaining the information,
and user-flow easily.
OUR PROCESS
The core focus of UX design was to simplify and ease the conversation
functionalities. We realized through interviews that there are agencies that
manage multiple social accounts for the same or different customers. So, we made
switching between channels quickly and easily. Often, a support agent may not be
the right person to take the call on matters that may require escalation.
Realizing this from user interviews, we ensured assigning status, and forwarding
responses for supervisor resolution were quick.
The result was al tool designed in a way that all of the necessary conversation functionalities are available on a single screen without having to scroll.
The result was al tool designed in a way that all of the necessary conversation functionalities are available on a single screen without having to scroll.
We kept the visual aesthetics pretty simple to complement the functional
orientation of the tool. Moreover, the tool would be used by customer agents
every day, so careful consideration was taken while making the color choice.
Subtle and muted colors were considered to make it easy on the eyes. We used card-based design language and color-blocked sections to segregate information pieces from one another.
A tool complex as such had to be crafted meticulously as a mobile app too. The identified main need to have the tool as a mobile app is to facilitate support staff to respond quickly to customers on the go. We ensured the core functionalities were adapted to mobile and gave a cohesive cross-platform experience.
Subtle and muted colors were considered to make it easy on the eyes. We used card-based design language and color-blocked sections to segregate information pieces from one another.
A tool complex as such had to be crafted meticulously as a mobile app too. The identified main need to have the tool as a mobile app is to facilitate support staff to respond quickly to customers on the go. We ensured the core functionalities were adapted to mobile and gave a cohesive cross-platform experience.
Typography
Lato
Lato is an open-source font that uses classical proportions to give the letterforms familiar harmony and elegance. The semi-rounded details of the letters give Lato a feeling of warmth, while the strong structure provides stability and seriousness.
Colors
Dashboard
The dashboard gives an overall view of the performance of all agents across various social streams, along with an ability to apply filters and see a granular report.
Chat / Response
The mentions received by brands across social media are presented to the customer service agents as a threaded message.
Analytics
Understand the service agent's efficiency better through various analytics like Turn Around Time, Session, Performance, and Activity Logs.
Mobile Screens
Testimonial
Positively received by its users, the redesign improved the UX and ensured the product was easier to navigate and attractive. The dedicated team worked hard throughout the project and offered interesting suggestions, though could improve their commitment to timelines during busy periods.
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