Webistia Customer Care Skill Building Program
Overview
This case study is about Webistia, a website-builder company that grew rapidly and doubled its size. However, their growth did not translate into good business results. Webistia’s customer services scores and product sales have been down for 14 months now and the company is determined to improve these numbers.
After a deep dive into the historical data, target metrics, and challenges of customer care specialists, it was decided that the performance problems will require a learning intervention.
Approach
The interviews and observation sessions with the SMEs and customer care specialists helped me uncover the target audience's current practices and pain points. After I identified the key behaviors affecting the average handling time (AHT), customer service score, and product sales, I began designing a comprehensive program that would create accessible resources and support channels that customer care specialists can use where and when they need it.
Solution
The Webistia Customer Care Skill Building Program uses different learning modalities such as practice activities, job aids, coaching, and a community platform. The learning experience design took into account employees' work situations and the tools they have access to.
The curriculum provides opportunities for the employees to know the basics, practice the skills, and get familiarized with the job aids they can use in the future.
Toolkit
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Miro
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Adobe Photoshop
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Articulate Storyline
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Landbot.io